Customer Onboarding Manager (SaaS)

Location: Remote with occasional customer meetings in London and team meet-ups in the South-East.

Job Description

We are looking for someone experienced in Customer Onboarding to join our growing team for an immediate start. This role will primarily involve owning and managing new customer implementations to our platform, providing a seamless process from kick-off to implementation.

We're seeking professional, highly organised candidates with strong communication skills, who are comfortable dealing with corporate customers. Proficiency in quickly learning and navigating complex software systems and adeptness with digital tools is crucial for excelling in this role.

This is a 95% remote role though there will be quarterly team meet-ups and occasional in-person meetings and training days with both new and existing customers. We have an HQ in central London, though we have a concentration of colleagues in the South East so team meet-ups are often in Brighton & Hove.

Job responsibilities:

Customer Onboarding:

• Take ownership of managing successful onboarding experiences for our customers, ensuring a seamless transition from kick-off to going live. This will include managing multiple concurrent customer onboardings
  
• Conduct kick-off presentations / welcome calls, regular virtual meetings, and both virtual and in-person training sessions to introduce clients to our products and services
  
• Adapt and proactively address challenges to ensure ongoing customer satisfaction
  
• Collaborate with our product development team to address customer needs during the onboarding phase
  
• Provide coverage for a key customer account in the absence of the customer support representative
  

Product Expertise:

• Becoming a platform super-user, developing a deep understanding of our product and all of its features
  
• Effectively communicate product functionalities and benefits to customers
  
• Troubleshoot and resolve customer queries related to onboarding and initial product usage
  
• Create and maintain onboarding documentation, tutorials, and training materials for your customers
  

Customer Success:

• Work closely with customers post-onboarding to ensure their success
  

• CV
  
• Covering letter explaining why you are a good candidate for the role
  
• Our online remote working questionnaire (appears after you upload CV & Cover Letter)
  

Requirements

Necessary experience

• 2+ years in customer onboarding or a digital project management / account manager role
  
• 4+ years learning and working with complex software products e.g. CRM or workflow automation
  
• Confident presenting to and leading meetings with senior stakeholders
  
• Excellent customer communication and interpersonal skills
  
• Ability to manipulate large data sets and use simple functions in Excel
  
• Strong organisational and time-management abilities
  
• Problem-solving mindset
  
• Able to work effectively remotely, ideally with experience of this
  
• Have a keen interest or passion in the events and/or sports and/or entertainment industry
  

Benefits

Salary:

• £38,000 to £40,000 DOE
  

Other benefits:

• New PC with second monitor & accessories
  
• 25 days holiday + public holidays
  
• 5% matched company pension contribution
  
• £500 towards home office set-up
  
• Quarterly team meet-ups
  
• After 12 months service, eligibility for our company EMI scheme with stock options
  
• Opportunity to work on exciting projects for upcoming major sport and entertainment events