Implementation Coordinator

Role Overview:

This is a crucial role within Voly as the implementation phase of a client’s journey will have a huge impact on their experience; it is essential to client satisfaction and long-term relationship. Each client onboarding is a mini project and needs a proactive client-centric attitude. Our clients’ first impression of Voly is you and as such, we expect a high level of service and passion to make this journey a sleek and efficient experience.

You will report to the Head of Implementation & Training and work alongside each of the operations, finance and sales teams to successfully manage each phase of the onboarding process for both new and existing clients, across our entire product suite, to ensure all aspects are completed within the agreed SLAs before handing them to their Account Managers. 

Responsibilities:

On a daily basis you will:

• Project manage client onboardings for all of Voly Group’s products (Voly financial, Voly APA, Pinpoint Works, Workrest/VCS)
• Have an in-depth understanding of the yachting industry as well as Voly’s products, how they are implemented and how they work
• Use our dedicated HubSpot pipelines to track progress of each onboarding, adding notes when needed, updating properties etc. The accuracy of our onboarding records is crucial to our process. 
• Regularly undertake reviews of all active onboardings to ensure that clients are chased for outstanding information and that all internal stakeholders are completing their parts of the process
• Identify and prioritise ‘Tier 1’ onboardings (those which are for our most important clients)
• Work closely with internal stakeholders in other departments who are involved in the clients’ onboarding journeys (sales, client relations, applications, treasury). 
• Regularly keep clients updated by email, phone and WhatsApp as well as responding to clients’ queries
• Lead intro calls with clients and other internal stakeholders to understand a client’s needs
• Create client accounts within Voly Group’s platforms with a high level of accuracy
• Identify cross-sale opportunities and pass these on to our sales team
• Be responsible for the sign-off (completion stage) of onboarding – providing notes that will help the account manager maintain the account going forward, ensuring that the record is accurately stored in HubSpot etc. 
• Adherence to all ISO 27001 requirements

Requirements:

• Excellent verbal and written communication skills 
• IT literate – Outlook, Excel, word 
• Attention to detail 
• Excellent organisational skills 
• Proactive approach to all aspects of the role 
• Ability to prioritise workload 
• Ability to successfully manage projects from start to finish 
• Ability to work within agreed SLAs