Activation Coordinator

Title: Activation Coordinator

Location: Charlotte, NC United States

Job Description:

Full Time - Remote

About Ceterus

At Ceterus, we help franchise small business owners optimize their financial performance and reporting. We deliver timely and accurate monthly financial statements through our outsourced bookkeeping and accounting services that provide the insights to help owners meet their business objectives. As franchise accounting experts, we understand both the needs of small business owners as well as the requirements of franchise brands. We have developed technology solutions that help in the delivery of our customers' monthly outcomes while also making it easier for business owners to understand how they stand financially anytime, anywhere. Ceterus serves over 1,000 customers today across over 2,000 locations in well-known brands like Jimmy John's, Jersey Mike's, Orangetheory Fitness, Club Pilates, European Wax, and Massage Envy as well as emerging brands like Scooter's Coffee, Crumbl Cookies, OHM Fitness and Contour Spa.

We are seeking a proactive and detail-oriented Activation Coordinator to join our team. In this role, you will be the first point of contact for new customers after they sign an agreement with the sales team. You will guide them through the onboarding process, ensuring seamless activation within our platform. Your primary responsibilities will include collecting necessary data, configuring customer profiles, and troubleshooting any issues to ensure customers are successfully onboarded before they transition to the accounting team.

As an Activation Coordinator, your goal is to ensure a smooth, positive customer experience from the moment they sign on, helping them get fully set up and operational on our application. You will collaborate closely with cross-functional teams to ensure accurate data collection and provide exceptional support, setting our customers up for long-term success with their dedicated Accountant.

Key Responsibilities:

• Oversee Customer Onboarding: Monitor customer engagement throughout the data collection phase within the OB portal, ensuring timely and consistent communication to keep the process on track.
• Prompt Customer Support: Respond to customer inquiries within 48 business hours, providing clear solutions or escalating issues as needed.
• Manage Data Collection Projects: Lead and track individual data collection initiatives, ensuring customers meet deadlines for onboarding and activation.
• Proactive Customer Outreach: Reach out to customers who have not yet engaged, utilizing email, text, and phone calls to collect necessary data for the accounting team.
• Data Validation & Quality Control: Review and validate the accuracy of customer-provided data, ensuring it aligns with company standards and is ready for accounting processes.
• Platform Support & Training: Assist customers in navigating and effectively using our platform (Ceterus Edge), addressing any technical questions or obstacles they may encounter.
• Technical Issue Resolution: Provide troubleshooting support for any platform-related challenges during the data collection phase, ensuring smooth operations for customers.
• Cross-Team Communication: Relay customer feedback to the accounting team to optimize processes and ensure seamless data handoff.
• Ensure Positive Experience: Foster a positive customer experience during the data collection phase, ensuring a smooth and successful transition to the accounting team for the next phase of engagement.

Additional Attributes:

• Proactive & Self-Motivated: Ability to take initiative, solve problems independently, and stay motivated in a dynamic work environment.
• Empathy & Patience: High level of empathy to understand customer concerns and provide timely, effective solutions with patience and care.
• Results-Oriented: Focused on achieving measurable outcomes, ensuring customer activation goals and deadlines are consistently met.

Why Ceterus?

• Join a passionate team that values innovation, collaboration, and personal growth.
• Contribute to a cutting-edge accounting platform that empowers franchise business owners worldwide.
• Work in a supportive environment that encourages continuous learning and skill development.
• Enjoy flexible work arrangements, including remote work options.
• Competitive compensation package and benefits.