Client Onboarding Specialist, Saas/Ucaas

BCM One is searching for an Onboarding Specialist to support our Whitelabel (UCaaS) business.  This role will work with new and existing Channel Partners to onboarding them to our platform or train new users that are joining an existing service.  This role will also intersect with internal team members to resolve technical and clerical issues as needed.  An Onboarding Specialist is passionate about enabling our partners to be the most successful users and effective resellers that they can be.  The right candidate for this role will have excellent project management skills, a passion for software, be technically inclined, and have a strong background in customer service.  

Work Locations: 

This position can work remotely from anywhere in the USA.  If you are near one of our offices, you may also elect a hybrid environment.  This role is not eligible for relocation assistance or sponsorship.

Hours:
Standard business hours - 8/9am to 5/6 pm

Travel:

Occasional, at least 2 trips a year for conferences and internal meetings.

What You Will Do:

• Conduct onboarding meetings, product tours, presentations, and demos for internal and external people.
• Seeks to understand the customer's goals and the context relevant to the sessions in order to provide the best recommendations to help achieve those goals.
• Educates customers and optimizes the products and features for optimal success.
• Work with internal teams to remove the customer's roadblocks including product issues, improper implementation, support issues, knowledge gaps, job aids, and more.
• Increases product adoption, customer retention and resale capabilities, resulting in positive relationships and increased revenue.
• Facilitates learning through a variety of delivery methods to develop the Reseller’s skill sets.  Training methods could include classroom instruction, virtual training, team meetings/internal training, conference calls, live web conference training, Train the Trainer sessions, online learning, and hands-on labs.
• Performs all administrative duties associated with conducting training. Including pre-training prep work, administering learning schedules and calendars, maintaining participant records (e.g., test scores, evaluations, attendance), performing all required Sum Total prerequisite requirements and post-training duties, and ensuring learning is evaluated with post-training surveys.
• Exhibits a commitment to continuous learning. This includes pursuing development activities and opportunities to obtain additional expertise and strengthen core skills, building and improving job-related knowledge and leadership skills; seeking feedback from others, and maintaining focus to continue the learning cycle.
• Builds and disseminates materials to help customers use best practices to reach desired outcomes faster and efficiently.
• Perform other duties as required.

What You Will Need:

• At least 2 years with customer service, VoIP (& VoIP Phone), SIP, and/or UCaaS is required.
• At least 2 years of Troubleshooting telephone company and carrier experience including direct support to end-user.
• Associate or Bachelor's degree in IT, Networking, or a related field is preferred; it is not required.
• Advanced implementation and configuration of telecom services experience.
• Advanced knowledge of Network Telephony, IP routing, IP Addressing, and IP PBX or VoIP experience.
  
• Proficient with Office 365, specifically Microsoft Word, PowerPoint, Excel, Outlook, and Teams.
• Excellent written and oral communication skills.
• Customer-focused attitude with exceptional problem-solving skills. 
• Ability and comfort communicating with all levels of executive, management and company personnel.
• Ability to explain concepts and directions to technical & non-technical people.
• Ability to manage multiple projects to meet implementation target dates.
• Ability to prioritize and organize effectively.
• Must have great attention to detail and creativity for designing, planning, executing, and documenting lessons, job aids, and troubleshooting issues that may occur.
• Must be a self-starter with the ability to work independently.

Who We Are:

BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, SkySwitch, and Pure IP.

Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 4 years we’ve brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen.

When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don’t offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission “to provide a world-class experience with every human interaction” seriously, which means everything you do makes a difference. And we’re committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don’t just become part of our growth story, we become part of yours.

Why BCM One:

We are committed to creating an environment that fosters teamwork, accountability, innovation, and teamwork. Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture.

We Are a Team

• We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration, exposing employees to different areas of the business and fostering career growth.
• We support employee involvement and provide opportunities to be responsible stewards via our BCM One Gives Back Program and our Emergency Fund to help our team members who are going through difficult times.

Hard Work is Recognized

• We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean. In addition, we host various regional team-building gatherings throughout the year.
• We believe in developing our team members and offer many opportunities for training, professional development and career growth.

Your Voice is Heard

• We empower our team members to speak up and look for opportunities in challenges.
• We have an Employee Council and a Diversity Equity and Inclusion Committee made up of volunteers from across the company who share a passion for making BCM One a great place to work and find ways to positively impact our communities.

How we take care of you:

• Competitive industry salaries
• Comprehensive medical, dental, and vision insurance
• Company-provided life and disability insurance
• Matching 401 (k) plan
• Family emergency fund
• Paid holidays and vacation time

BCM One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.