Customer Onboarding job description

Customer needs are becoming ever more complex, requiring a growing number of master files and ancillaries to be delivered as part of the sales deals. Combined with the rapid expansion of the number of digital customers, there is a need to manage the on-boarding of an increasing number of new clients on to the Asset Management and Fulfilment system.

The aim of this role is to ensure all required customer profiles are set up efficiently, delivered on time and to specification whilst also ensuring that the multiple stakeholders are managed smoothly on an ongoing basis.

The position will work to ensure that all customer and supplier requirements relating to profile setup are captured, tracked and delivered.

• To be the central point of contact to manage the introduction of selected new customer profiles, while maintaining stakeholder relationships throughout.
• Lead on gathering selected new client fulfilment requirements and deliverables with Client Services, Fulfilment and sales teams.
• Monitoring supplier performance on setting up of agreed customer performance in terms of quality, accuracy and delivery,

• Provide required reporting metrics to provide visibility of the customer on-boarding activities and associated issues.
• Ensure all end customer profiles being managed have been produced correctly according to the agreed customer guidelines.
• Liaise with the customer on-boarding team, customers and suppliers on any issues relating to issues and information necessary to ensure profiles are set up correctly
• Facilitate team development and knowledge-share of best-practice techniques for simplifying and streamlining communication processes.

• The role requires high levels of organisation, with strong communication skills and the ability to prioritise a large workload according to ever changing business needs.
• Good technical knowledge of video master file and ancillary digital distribution to VOD, IPTV, Mobile, DTO, OTT platforms, post production and broadcast industry.
• A self-motivated team player, a tactful negotiator with excellent people management skills.
• Ability to communicate effectively and confidently with people at all levels both internally and externally, around the world.
• Familiar with the complexities of digital asset management and content management systems.
• Be flexible and able to meet tight deadlines and work in multidisciplinary teams.
• Able to present complex technical information in an easily understood manner
• Ability to empower colleagues with little technical knowledge to develop their ideas.
• Have a methodical approach with attention to detail, be able to quickly assess and act on changing priorities
• The ability to remain calm under pressure is essential, often working to tight deadlines
• Extensive experience and knowledge of both MS Excel and MS Word

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Customer Onboarding job description