Are you currently leading a B2B Customer Onboarding team in SaaS or B2B Marketing brand? Do you have an interest in brand management and marketing? Do you have the expertise to set strategies as well as providing a world class experience for customers? If so, we'd love to connect.
Customer Onboarding Manager | Fast Scaling Brand Management SaaS Platform
Hammersmith, London | £65,000 + Pension & Healthcare + 25 Days Holidays + Birthday Off + Share Options
With three start-ups created every second, the environment has never been more competitive for small to medium-sized businesses. We are an early-stage entrepreneurial organisation offering a powerful SaaS solution that helps small brands get bigger, faster. We've designed and built the world’s only brand management platform that delivers always-on brand guidance to drive growth.
We are run by people who have built and run hugely successful businesses. This one is disrupting both the Insight and Marketing Consultancy industries, with deep innovation in science, business model and staffing. It is full of people who want to change the experience of building brands for the better, with dedication, courage and conviction. It’s not for the feint-hearted, but it is a lot of fun.
As a subscription business, we have ambitious growth plans for our customer base through implementing scalable solutions to service brand owners efficiently, without compromising on the quality or value of delivery.
The Customer Onboarding Manager Role:
A naturally entrepreneurial Onboarding Manager is required to lead the development of customer training initiatives and support the onboarding and ongoing education of customers for a fast-paced, dynamic start-up software company focussed on developing and marketing a next-generation brand management platform.
The successful Customer Onboarding Manager will ensure customers become passionate advocates of what they do, in turn ensuring we become the lingua franca of brand owners everywhere. To do this, the role-holder must make sure the platform is truly aligned to their customers’ success and that they recognise value from the product.
As Customer Onboarding Manager you will focus on:
+ Setting & implementing a strategy to transition our high touch relationship management model to a tech touch delivery model
+ Developing an end to end process for onboarding customers at scale and embedding our platform within their marketing and brand team
+ Interacting directly with customers to understand untapped opportunities during the onboarding process and the barriers to adoption
+ Developing and sustaining outstanding, on-brand, educational content and materials for our customers, to be leveraged by the Customer Team
+ Creating new education, onboarding and adoption strategies for customers aligned to our product roadmap
+ Defining the ongoing success metrics for onboarding and training effectiveness (both in terms of discoverability, and value)
+ Working with Operations to implement analytics to track and monitor these metrics over time
+ Evolving education materials and strategies based on success metrics and customer outcomes
Who we’re looking for?
+ You have minimum 5 years’ experience in customer success or customer onboarding role
+ You have experience in a scaling SaaS business
+ You have experience working cross-functionally with sales, marketing, product and customer success teams
+ You have exceptional communication skills and experience generating content for technical and non-technical audiences
+ You are a problem-solver, with a proven ability to create new solutions and strategies to solve business needs
+ You have attention to detail and ability to deliver high-quality results within a short timeframe
+ You are empathetic to customers and strive to make them happy!
In return for your commitment we guarantee a fun, lively working environment that’s full of passionate, interesting and diverse people. You’ll be at the forefront of innovation in brand management and have the opportunity to work with hungry, ambitious brands as customers. We’ll listen to your ideas, support you in their execution and give you ownership and credit for your own work.
Interested? Apply here for a fast-track path to the Hiring Manager
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR