Customer Onboarding Specialist

1 month ago

Newcastle Upon Tyne, United Kingdom Eque2 Ltd Full time

Who are Eque2?

Eque2 provides financial, contract management, and estimating software tailored for construction businesses, standing out as market leaders in our field. Our excellence was recognised when we were awarded the title of “fastest-growing” tech company at the Thames Valley 2022 Tech Awards. Additionally, we've proudly earned the "Great Place to Work" certification for the period April 2023 to April 2024.


With a customer base exceeding 3,000 and experiencing rapid expansion, we operate from offices in both Maidenhead and Newcastle.


Position Summary

As a Customer Onboarding Specialist, you will be instrumental in ensuring a smooth and positive experience for new customers as they begin using our software products. You will hold a portfolio of customers and guide them through the initial onboarding stages, delivering training and support, and focus on maintaining long-term customer retention.


This is a varied, fast paced and challenging role in our Newburn (Newcastle) site. Office based with Hybrid working available after successful initial probationary period.


Responsibilities include:


Project Coordination: Your main responsibilities will involve handling key administrative tasks to support customers, managing mailboxes, and coordinating with both internal and external teams to facilitate the initial stages of our implementation process.


Technical Support: Provide technical assistance to customers throughout the onboarding phase, troubleshoot issues, and work closely with the technical team to quickly resolve any challenges that arise.


Collaboration: While you will manage your own workload and operate independently, you’ll also collaborate closely with internal teams, such as Sales, Customer Success, and Product, to ensure seamless transitions for customers across departments.


Customer Experience: As one of the first points of contact, you will set the tone for a positive customer experience with Eque2. This will be reflected in customer satisfaction (CSAT) scores.


Other tasks include:

  • Demonstrating software features
  • Responding to email inquiries
  • Handling phone inquiries
  • Conducting one-on-one video training sessions
  • Hosting webinars
  • Performing project reviews
  • Taking ownership of customer progress
  • Keeping detailed records of your customers in our customer success platform
  • Troubleshooting issues
  • Assisting with internal inquiries from adjacent teams
  • Logging bugs and providing product insights


Required Skills and Experience:

  • Strong ability to prioritise and stay organised in a fast-paced, ever-changing environment.
  • Flexibility and adaptability to change.
  • Excellent written and verbal communication skills.
  • Capability to manage and prioritise your workload proactively.
  • Experience in a customer-facing role, preferably in IT, customer success, or technical support within the software industry.
  • Previous experience in a Technical Support role, specifically supporting accounting or cloud software.


Industry experience

  • Minimum of 2 years’ experience working within a Software organisation, ideally within the B2B space
  • Experience of Construction Industry an advantage.
  • Experience in a SaaS environment is a desirable for this role


What we offer

  • Competitive salary
  • 25 days holidays and an additional day for your birthday off and an additional facility to purchase 3 extra days
  • 2 paid Volunteer days
  • Generous Pension
  • Enhanced Maternity Pay
  • Enhance Paternity Pay
  • Electric Vehicle Scheme
  • Cycle to Work scheme
  • Perk box – includes a wide range of incentives such as gym memberships and free online workout classes
  • Healthcare plan
  • Employee Assistance Programme (EAP)
  • Death in service

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