Onboarding Specialist

Are you passionate about delivering exceptional customer experiences and helping customers get the very best start to their journey?

We're looking for a Customer Onboarding Specialist to join our Customer Experience team on a 12-month fixed-term contract. In this role, you'll be the key link between the point of sale and customer training, ensuring schools have a smooth, positive, and successful onboarding experience from day one.

As one of the first people our customers interact with after choosing our solutions, you'll play a pivotal role in building strong relationships, guiding schools through implementation, answering questions, and setting them up for long-term success. If you're organised, customer-focused, and enjoy helping people navigate new systems and processes, we'd love to hear from you.

What You'll Be Doing

As a Customer Onboarding Specialist, you'll manage a portfolio of schools, supporting them through every stage of their onboarding journey and ensuring they feel confident and prepared to begin using our products.

Key responsibilities include:

• Managing multiple customer onboarding journeys from point of sale through to training handover.
• Leading onboarding consultations to understand customer needs, discuss onboarding options, and guide customers through setup processes.
• Building strong relationships with customers and acting as their primary point of contact during onboarding.
• Maintaining accurate customer records and capturing key information within our CRM system.
• Handling inbound and outbound calls and emails, ensuring customer questions are answered quickly and effectively.
• Working towards agreed KPIs to help customers complete onboarding within target timeframes.
• Collaborating with internal teams to coordinate technical support and resolve customer issues.
• Partnering closely with trainers to ensure seamless handovers and a positive customer experience.
• Proactively identifying customers who may be at risk of disengagement and working with colleagues to re-engage and support them.
• Championing customer success and continually looking for ways to add value throughout the onboarding journey.

What We're Looking For

We're looking for someone who combines excellent customer service skills with strong organisation and the confidence to guide customers through a personalised onboarding experience.

You'll ideally have:

• Previous experience in a customer onboarding, customer success, account management, or customer support role.
• Experience working directly with customers in a customer-facing environment.
• Strong organisational and time management skills, with the ability to manage multiple priorities.
• Experience scheduling and coordinating meetings using Microsoft Teams and Zoom.
• Experience using CRM systems and confidence learning new software platforms.
• Excellent communication and presentation skills with a friendly, professional approach.
• The ability to adapt your communication style to suit different audiences.
• Confidence leading customers through onboarding journeys and demonstrating processes (full product training provided).
• A proactive mindset and the ability to think creatively when overcoming challenges or handling objections.
• A collaborative approach and a passion for working as part of a supportive team.

Bonus points for another language - French or Arabic would be ideal!

Additional information:

This is role is a Remote UK based role, all candidates must reside and hold the right to work in the United Kingdom. (Please note we do not offer sponsorship for this position)

Please note: This is a fixed term 12 month contract

Salary - up to £30k plus benefits

🎁Benefits:

• 25 Days a year plus Bank Holidays (3 to be used for our Christmas shutdown)
• A day off for your birthday to celebrate in style!
• Workplace Nursery scheme
• 5 volunteering days a year to use for the causes of your choice
• Access to a benefits and discount platform with access to 1000’s of discounts at retailers, leisure attractions and restaurants
• BUPA Healthcare, Life assurance, Permanent health insurance
• Pension scheme with enhanced employer contribution – up to 8%
• Season ticket loan and EAP

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