Onboarding Analyst
Workday
02.2022 - Current
- Onboarding a consistently high volume of high-value, net new Workday customers, while collaborating with the appropriate teams to ensure a smooth, positive experience. This includes, but is not limited to, working in conjunction with our legal, account executives, CSMs, and sales teams in order to accommodate specific customer requests.
- Conducting regular one-on-one onboarding calls to help customers learn more about company procedures and demonstrate best practices, involving live product demonstrations.
- Maintaining a vast portfolio of customer accounts, and providing continuous aftercare.
- Instrumental in constructing and implementing new onboarding strategies, with a direct impact on customers and company procedures.
- Answering, investigating, and resolving a large quantity of complex customer and workmate queries/issues on a daily basis through multiple channels, predominantly Salesforce.
- Regularly collaborating with internal teams to support and resolve all requests within a sufficient SLA, and acting as an intermediary between departments, providing feedback to help streamline processes, when applicable.
- Creating and upkeeping customer-facing and internal knowledge articles to help promote procedures and self-sufficiency.
- Building rapport across global teams by being continously involved with regular UAT testing and project work.
- Training new hires through mentorship programs and providing continuous guidance to ensure and uphold company quality and standards.
