Job Description

Job Description

Job Description

Summary: The Customer Onboarding & Account Specialist will onboard and provide ongoing support our customers (bakeries) as they adopt and use DecoPac’s Technology Solutions as a Service. As a Customer Onboarding & Account Specialist you will be responsible for building and maintaining strong relationships with new and existing customers to ensure their success and satisfaction with our technology services.

• Conduct onboard meetings. Conduct virtual Software demos, onboarding training sessions, and technology service support.
• Understand and analyze customer requirements and goals in order to effectively tailor services and program solutions that meet their needs and drive sales growth.
• In partnership with the Sales team, Develop and execute customized onboarding plans tailored to each customers specific requirements and objectives.
• Gather feedback from customers regarding their onboarding experience and use insights to enhance the onboarding process for future clients.
• Monitor customer progress and engagement with the software platform, identifying areas for improvement or additional training needs to ensure customer growth.
• Partner with Sr. Manager, the DecoPac Digital team, and the customer to provide support for DecoPac’s customer technology components to achieve customers’ goals.
• Become a subject matter expert on DecoPac technology solutions and implementation steps to support customers as needed in partnership with Sales.
• Partner with Customer Solution Analyst and facilitate a process for managing customer escalations.
• Solve problems with curiosity and creativity; embrace challenges and change.
• Collaborate with internal teams to develop customized solutions that align with customer objectives and deliver exceptional service experiences.
• Provide customers with full cycle program needs and set up including placement and product needs.

• Bachelor’s Degree required.
• Strong problem-solving abilities and a customer-centric mindset.
• Goal-driven and able to drive strategy and independently make recommendations for success.
• 2 years’ experience in training and/or customer support strongly preferred. Experience collaborating with customer to support software onboarding/learning a plus.

• Key Competencies:

• Ability to learn and retain new information and concepts.
• Project management and strong organizational skills.
• Attention to detail required.
• Strong interpersonal skills with the ability to relate to customers, peers, and management.
• Effective verbal and written communication skills.
• Must be will and able to execute administrative tasks as well as strategic initiatives.

Physical and Mental Demands:

While performing the duties of this job, the employee is frequently required to sit, talk and/or hear, and/or use hands to fingers, handle, or touch objects, tools, or controls. The employee is occasionally required to stand, and/or walk. The employee must occasionally lift and/or move up to 10 pounds while moving files or small packages. Specific vision abilities required by this job include close vision and the ability to adjust focus. The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position. The employee must demonstrate the ability to learn and develop in the field of digital technology. Mental Demands consist of frequently interpret data, make decisions, organize, problem solve, and time management.

Work Environment:

Work is performed in an office environment. The noise level in the work environment is usually moderate. The work environment characteristics described here are representative of those an individual encounter while performing the essential functions of this position.

All full time employees working an average of thirty (30) hours or more will be eligible to enroll in a comprehensive benefit package.

DecoPac, Inc. is committed to providing equal employment opportunity to all applicants and employees according to all applicable laws, directives and regulations of federal, state, and local governing bodies and agencies. In keeping with this commitment, DecoPac, Inc. will recruit, hire, train and promote persons in all job titles, without regard to race, color, creed, religion, sex (including factors related to pregnancy or child birth), national origin, age, marital status, familial status, disability, sexual orientation, gender identity status with regard to public assistance, employment status, local human rights commission activity, status as a protected veteran, genetic information, atypical hereditary cellular or blood trait, or any other protected category.

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