Onboarding Specialist

Overview

We are seeking a dedicated Onboarding Specialist to ensure that new customers experience a seamless and effective onboarding process. You will help customers achieve their business objectives by leveraging the company’s email marketing tools and services to their fullest potential. This role involves building strong relationships, technical integration, and guiding customers through their journey to long-term success.

This is a 7/8 month contract, offering £123.95 per day (PAYE).

Key Responsibilities:

• Monitor onboarding progress to deliver value quickly, setting customers up for long-term success.
• Work with customers to define business objectives and create tailored plans to meet their goals.
• Customize onboarding processes to suit individual customer needs and ensure satisfaction.
• Foster a team culture of collaboration, empathy, and inclusivity.
• Develop expertise in the platform to guide and support customers effectively.
• Identify opportunities to recommend additional services or partnerships to support onboarding goals.
• Collaborate with customers and technical teams to integrate tools into their marketing stack.
• Track key milestones and ensure successful implementation and adoption.
• Escalate risks that may affect implementation or retention, proposing mitigation strategies.
• Train customers and provide clear guidance throughout the onboarding and launch phases.
• Work closely with internal teams to ensure seamless transitions and optimize customer experiences.
• Mentor and support new team members as they start engaging with customers.
• Address customer risks, challenges, and successes with actionable solutions.
• Build and maintain strong relationships with key stakeholders and decision-makers.
• Engage customers in strategic discussions to maximize their return on investment.
• Identify growth opportunities within the customer portfolio.

Required Skills & Qualifications:

• Experience in a customer-facing role such as Account Management, Customer Success, or Marketing Sales.
• Experience in marketing or advertising campaigns, especially digital or display advertising.
• Proven experience in onboarding and implementation to drive product adoption.
• Strong understanding of marketing technology platforms and account portfolio management.
• Excellent problem-solving, consultative, and relationship management skills.
• Ability to simplify complex concepts and communicate effectively with diverse audiences.
• Entrepreneurial mindset with a balance of independence and accountability.
• Adaptability to evolving objectives and dynamic business needs.

Preferred Skills:

• Experience with HTML/CSS and self-service SaaS solutions.
• Proficiency in multiple European languages is a plus.
• Knowledge of CRM systems and Customer Success platforms.
• Familiarity with competitive marketing technology tools and trends.

Bonus Points for:

• Team-oriented collaboration experience.
• Technical knowledge to bridge business and engineering discussions.

This position is perfect for a proactive, customer-focused individual ready to make an impact in a fast-paced, collaborative environment.

The next steps will be shared with shortlisted candidates by COB on Tuesday 26th November.