Onboarding Specialist (Job ID: 2279)
ConverseNow
Austin, TX, USA
Posted on Wednesday, May 24, 2023
Who We Are
ConverseNow is the leading voice AI platform for restaurants. Our virtual ordering assistants automate drive-thru and phone orders for a growing list of the world’s leading restaurant brands. With cutting-edge technology and a passion for service, we sit at the intersection of tech, B2B SaaS and hospitality. Named to the Forbes AI 50 List, Built In’s Startups to Watch List and recognized by TechCrunch, VentureBeat, Business Insider and Nation’s Restaurant News among others, we’re proud to have created a truly best-in-class technology that’s leading the AI and restaurant worlds forward.
Backed by blue chip investors such as CRAFT Ventures (Tesla, Uber, Airbnb, Postmates, Slack) and Enlightened Hospitality Investments (led by Shake Shack Founder Danny Meyer), we’ve raised ~$35M in funding with our sights set on continued exponential growth.
We owe our growth to the remarkable culture we’ve built at ConverseNow. Driven by team-selected core values of Ambition, Passion, Inclusiveness, Guest-Centricity and Low-Ego (our personal favorite), we boast a fun, collaborative work environment where team members are constantly learning from and supporting one another, voices are heard, and everyone has a seat at the table. We’re based in Austin, TX, with a remote team distributed across the globe.
What You'll Do - Menu Setup & Configuration
- Translate brand requirements into platform setup and configuration activities to prepare restaurant menus for conversational AI
- Execute platform setup and configuration activities to meet project schedule
- Perform functional testing to ensure compliance to customer requirements
- Work with Project Manager(s) by communicating issues and status updates in a timely manner to achieve project milestones and delight our customers
- Work with other functional teams in a highly collaborative environment
- Investigate and troubleshoot reported and/or suspected Onboarding issues
- Provide support to internal and external Customers in the Onboarding process
- Proactively inform and escalate issues to Onboarding Project Manager and Senior Onboarding Manager for visibility, requesting assistance when necessary to drive resolution
What You'll Do - Assist with Account Relationship Management
- Understand the brand needs and in turn their guests needs and expectations
- Translate those requirements clear Jiras with clear & understandable closing criteria
- Set a strong foundation for ongoing brand/client management success and provide continuous support to Project Manager & Senior Manager during the onboarding process.
- Work with external stakeholders from kickoff through to mid-project troubleshooting and post-launch support until AI is stable and handed to account management.
- Deliver high quality customer service to partner by leading professional meetings, being responsive and prompt, and following through with agreed upon tasks and follow-ups
What You'll Do - Co-Host / Lead Internal & External Meetings
- Use your strong communication (written and oral), interpersonal, and documentation skills to proactively facilitate meetings, follow-ups and
- Assist leading external & internal meetings; weekly and milestone specific
- Work cross-functionally to update project plans and documents ahead of review meetings, review previous weeks’ notes and follow up on any open items, to be fully prepared for leading calls
- Actively participate in calls while also taking clear, accurate, and actionable notes (eg. capturing decisions, next steps, to-do items and who is responsible etc.)
What You'll Do - Project Administration & Coordination
- Assist Project Manager with scheduling and coordinating meetings
- Assist the Project Manager with internal and external task followup
- Report project updates to the Project Manager and Senior Manager to assist with maintaining project timelines and status reports
- Drive open issues to conclusion in a timely manner
What You'll Do - Process Improvement & Documentation
- Take ownership on driving improvements and documenting them for future reference
- Participate in continuous process improvement initiatives, through analysis of previous projects, to improve customer experience in future projects
What You'll Do - Cross Functional Team Work & Coordination
- Partnering across teams with technical and non-technical staff alike
- Work closely with teams to ensure transitions are seamless and teams are prepped in advance with everything they need.
What You'll Do - Other Responsibilities & Ad Hoc Tasks
- As assigned
What You'll Bring - Education/Experience
- BA/BS degree or equivalent practical experience
- Experience in the restaurant or retail space (technical or operational preferred)
- Minimum 2 years’ experience working in a fast paced, evolving start-up environment
- Excellent analytical and problem-solving skills, eye for detail, pattern recognition and an understanding of logic, to apply to work on a daily basis
- Strong communication (written and oral) and interpersonal skills, ability to guide customers through change management and handle difficult conversations while maintaining positive relationships
- Proficient in setting up and configuring data-driven software applications
- Proficient in scripting to automate software setup and/or configuration tasks
- Understanding of Quality Assurance process
- Solid experience with Jira and other project management/tracking tools
- Restaurant experience and understanding of restaurant Menu Hierarchy and modification structures a plus
What You’ll Bring - Qualifications
- Strong problem solving capabilities
- Exceptional leadership, communication and collaboration skills
- Ability to work independently as well as support a team environment
- Ability to multi-task and handle numerous assignments simultaneously
- A customer-centric process thinker seeking productivity and exceptional service
- The ability to take initiative
- A professional, positive and enthusiastic attitude
- Good interpersonal and negotiation skills
- Excellent listening and feedback skills
- Good problem solving skills
What We Provide
- Competitive benefits package, including 100% healthcare coverage
- 401(k) match
- Unlimited PTO
- An incredible team with tremendous passion for the company’s mission, sharing a “Let’s do this” attitude while maintaining a strong work/life balance
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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