Onboarding and Migration Specialist, Momence

• Proven success in a similar role (customer service, onboarding, implementation, project management, or other client-facing role), ideally in a software or technology company
• Very solid proficiency in Excel + Google Sheets, data management tools, and CRM systems
• Experience working with large data sets; strong understanding of data migration processes and best practices
• Excellent English fluency, and verbal and written communication skills; communicates complex information to diverse audience
• Strong interpersonal skills; can build trust, rapport, and positive relationships with customers
• Exceptional organization and attention to detail; can prioritize, manage multiple projects, and meet deadlines
• Ability to work independently and collaboratively in a team environment, leveraging cross-functional expertise to drive customer success while managing multiple projects and client needs simultaneously

Desirable

• Momence Onboarding and Migrations Specialists leverage their detail orientation and customer-obsession to manage the migration and onboarding process for studios and businesses transitioning from other platforms to Momence
• This customer-facing role is crucial in ensuring a seamless and successful migration of data, contributing to a positive experience for our clients
• Onboarding and Migrations Specialists’ day-to-day work supports these core responsibilities:
• Onboarding Coordination: Guiding new clients through the onboarding process, providing necessary support and resources to ensure they are comfortable and proficient with our platform
• Migration Management: Overseeing the migration process as customers’ primary point of contact, from initial contact, to needs assessments, to completion, ensuring data integrity and a smooth transition to the Momence platform
• Data Migration: Overseeing accurate migration of data (client information, schedules, payment details, and other relevant data) from a client’s previous platform to Momence
• Client Communication: Regularly communicating with clients throughout migration, addressing concerns, providing timely updates, and prioritizing responsiveness as means of showing customer care and service
• Troubleshooting: Identifying and resolving issues that arise in the migration process, working with technical support and development teams as needed
• Training and Support: Conducting training sessions and providing ongoing support to clients, ensuring they fully utilizing the Momence features and benefits to best support their businesses
• Documentation: Accurately documenting customer interactions, progress, and key information in our CRM system to ensure data integrity and knowledge sharing; creating and maintaining process documentation, step-by-step guides, and FAQs
• Collaboration and Escalation: Working with various teams at Momence (Sales, Product, Support, and Customer Success) to ensure alignment and effective communication through the onboarding process and post-launch handoff; proactively addressing customer concerns, providing timely resolutions and escalating to the appropriate teams when necessary