Account Experience Liaison

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Carry out onboarding tasks and checklists according to established procedures and service standards.

• Clarify intricate yet familiar customer needs and synchronize dependencies with internal partner teams to facilitate seamless transitions.

• Analyze and verify data across various systems and reports, address discrepancies, and document decisions to ensure audit-ready outputs.

• Confirm that documentation and handoff deliverables are thorough, precise, and useful for decision-making.

• Provide timely updates on status, identify risks early with suggested alternatives, and escalate unusual issues as per established criteria.

• Manage personal workload in accordance with a defined plan, address capacity limitations, and achieve designated milestones.

• Enhance templates, checklists, and knowledge articles as part of ongoing improvement efforts.

• Share knowledge with colleagues and newcomers when appropriate.

⛳️ Requirements

• A Bachelor's degree in Business Administration, Commerce, Management, or a related discipline is required.

• Equivalent experience may be accepted in place of a degree.

• A minimum of 4 years of experience in customer onboarding, customer implementation, customer operations within a services environment, or a related area is required.

• Experience in customer onboarding and implementation.

• Proficiency in data analysis and validation across multiple systems and reports.

• Capability to resolve discrepancies and maintain documentation that is audit-ready.

• Strong skills in organization and workload management.

• Excellent communication and collaboration skills with stakeholders.

• Ability to identify risks, suggest solutions, and escalate issues as needed.

• Attention to detail and a commitment to accuracy.

• A mindset geared towards continuous improvement with experience in refining processes, templates, and documentation.

• Strong written and verbal communication abilities.

• CAPM certification is preferred.

• Scrum Fundamentals Certification is preferred.

• Equivalent certification is preferred.

🏝️ Benefits

• Benefit offerings outside the US may differ by country and will align with local market practices.

• Equal employment opportunity and reasonable accommodation support.