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    Client Onboarding Specialist

    Minneapolis, MN 55420
    Full-time, Part-time
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    Job Description

    Job Description

    At Vanco, we serve those who enrich our communities. Vanco provides businesses, nonprofits and educational organizations a complete range of payment solutions and administrative software. Our solutions make payment processing simple and ease administrative burdens for faith-based groups, nonprofits and schools. We are a software payments company for community organizations, and every transaction tells a story.  An important part of who we are is our Vanco Values in Action. At Vanco, our employees: 
    • Clearly Care 
    • Own It 
    • Grow 
    • Have Grit 
    Do you have a passion for partnering with clients to ensure their success? As a Client Success Partner / Client Onboarding Specialist, you will apply domain, project management and account management expertise throughout your engagement with our clients. You will be responsible for product adoption, client experience and ultimately client retention.

    In this hybrid role, you will work cross-functionally within Vanco in your pursuit of success as a Client Success Partner for our Vanco Food clients and as an Client Onboarding Specialist for our RevTrak solutions. You are empowered to marshal organizational resources to promote the successful adoption and implementation of our solutions. You are also empowered to resolve troublesome customer issues by identifying and targeting root causes and then clearly communicating those issues to internal teams so they can be addressed / resolved.

    As a Client Success Partner / Onboarding Specialist, you will:

    • Work with clients to implement & adopt the following solutions:
                      - Vanco Food / Food Service Solutions
                      - RevTrak / Regwerks
    • Meet monthly / quarterly / annual KPIs measured in pursuit of individual goal attainment.
    • Meet monthly / quarterly / annual KPIs to measure in pursuit of Vanco’s corporate goals.
    • Ensure the team meets or exceeds its established KPIs.
    • Monitor, evaluate and report team activity weekly, monthly, quarterly.
    • Act as an escalation point for critical client needs during implementation of the solutions mentioned above.
    • Represent our RevTrak/RegWerks and Vanco Food client bases in leadership circles within Vanco.

    In addition, you will also:

    • Monitor client satisfaction through a variety of client satisfaction measurement tools (Online surveys, direct outreach to clients, quick pulse check tools).
              o In partnership with the VP of Client Success and Implementation Services, demonstrated success in this role will include:
    - Identifying and addressing the change management needs of our client base as our products evolve, as we bring on new solutions and as we deprecate existing solutions.
    - Having and maintaining an informed view of implementation success rates.
    - Building and maintaining a standardized client satisfaction assessment system.
    - Building and maintaining a standardized solution adoption assessment system.
    - Building team muscle specific to lead generation efforts that yield same store sales / expansion revenue for the company.
    - Ensuring that appropriate frameworks are in place which ensure a high level of client service.  This includes:
    • Appropriately segmenting our client base such that we have clear delineations as to which clients receive dedicated staff (high touch), pooled staff (low touch). 
    • Dashboards and data analysis which inform overall success rates within both segmentations.
    • Assist with responses to RFPs and RFIs as required.
    • Exercise due diligence to ensure a positive onboarding experience for our key accounts.
    • Identify and communicate ideas related to ongoing client engagement opportunities designed to promote increased product adoption and cross-sell/up-sell within existing accounts.
    • Serve as an internal advocate for the client, helping to drive the evolution of our business to help the client achieve their objectives.
    • Serve as project manager and execute tailored, client-focused project plans as needed to ensure we deliver the best possible overall client experience.
    • Other duties as assigned.

    Who you are:

    • You have a Bachelor’s degree, preferably in business, information technology management, instructional technology or another education-related field

    • You have at least 2 years of experience required, preferably in a technology focused position at a SaaS company. Sales experience is also a plus.

    • You have experience collaborating with or serving K12 or non-profit sector required, preferably in technology. Past K12 employment a plus.

    • You have strong social skills. You are comfortable communicating via phone, video conference, audio conference.  You put others at ease using these same modes of communication.

    • You are a strong communicator, both oral & written, communicating proactively & impactfully

    You work independently and are self-motivated

    • You have a proven track record of successfully managing large/high value accounts and developing strong client relationships with the all levels of an organization

    • You are a strong problem solver with critical thinking skills

    • You are effective at creating, gathering and analyzing reports and data

    • You can multitask and to consistently perform under the pressure of deadlines and other demands

    • You are highly organized and task-oriented

    • You thrive in a fast-paced, results-oriented, collaborative environment

    • Must have excellent soft skills.

    • You are self-driven and able to work independently and with little supervision

    • You are able to travel approximately 10% of time (when deemed safe due to the current global pandemic)What we offer:
    • While this role will be based from our Bloomington, MN, Dallas, TX, or Atlanta, GA office, our team is currently working from home as we navigate COVID-19. Team members are able to work from the office on a volunteer basis
    • 100% Employer Paid Health Insurance HSA or Base Plan, Dental, Life Insurance, AD&D Insurance, Short Term Disability, Long Term Disability
    • Additional benefits include Vision, Accident, Critical Illness, Voluntary Life & AD&D
    • Paid Holidays and 4 weeks PTO
    • Paid days off to Volunteer
    • 401(k) Plan with employer match
    • Competitive benefits and pay
    • Small collaborative teams where you can impact both outcome and culture
    • Ongoing professional development opportunities
    • Join a rapidly growing company that promotes internally
    Vanco is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
    Posting ID: 597782329Posted: 2021-01-22