Client Onboarding Executive

7 months ago

London, United Kingdom Social Value Portal Full time

**Who we are**:
We’re a company on a mission to deliver £100bn in social value to help people, places and the planet thrive. We launched in 2014 and within a short time have become the market leader in measurement and reporting of social value in the UK. The market is still emerging but is growing very rapidly. We have recently received Series B investment to further scale the business, both in the UK and internationally.

We provide our customers with a suite of user-friendly, online collaboration tools that enable our clients in the public, private and voluntary sectors to work together to deliver social value. Our core offering is an evidence-led social value measurement framework, called the Social Value TOM System (Themes, Outcomes and Measures). We not only provide a platform, but our proposition spans a consultancy division, as well as a new social value learning academy.

To date we have unlocked over £24bn of social value through our customer relationships.

**About the role**:
We are now looking to recruit a Client Onboarding Executive within our Customer Success function. This role is essential for ensuring a positive and effective customer onboarding experience across all SVP accounts. You will be responsible for the end-to-end management of the customer onboarding process within a SaaS business. This involves designing and refining the process to ensure it's efficient and aligns with the company's goals and objectives.

**What we need**

Further responsibilities will include:
Pre-boarding:

- Ensure full understanding of the anchor member’s needs during acquisition by working closely with the New Business team.
- Accurate and timely account creation in advance of the kick off meeting.
- Collaborate with the Customer Business team on the anchor member’s Success Plan to align and drive throughout the onboarding experience.

Onboarding process management:

- Manage and deliver an end-to-end onboarding process, including iterations required to ensure effectiveness and alignment with the anchor member’s goals and objectives.
- Manage the kick-off meeting, including involvement of relevant team members within Customer Business and SV Success.
- Deliver relevant onboarding training to anchor members in an engaging and professional style.
- Deliver TOM System mapping and incorporate Strategic Consulting services where required.
- Introduce anchor member to the Pledge, and ensure Social Value delivery targets are set.
- Ensure the anchor member’s first project is created to include local jobs, local supply chain spend, volunteering, charitable donations, training and apprenticeship measures.
- Introduce customers to reactive support and additional services, supporting with clear transitions when required.

Performance & monitoring:

- Regularly review and assess the customer onboarding process to identify areas for improvement. This may involve analysing data and feedback from customers to optimise the onboarding journey continually.
- Work closely with cross-functional teams, such as product development, sales, marketing, and customer support teams, to implement improvements to the onboarding process. Collaboration with these teams is essential to ensure a seamless transition from sales to onboarding and ongoing customer success.
- Ensure that all client interactions are of a high standard. This includes maintaining consistency in communication and delivering the services or solutions as per Service Level Agreements (SLAs).
- It's your responsibility to ensure that you consistently meet or exceed SLA targets. This involves monitoring performance, identifying areas for improvement, and implementing strategies to address any gaps.
- Keep records of the onboarding process, client interactions, and performance metrics. Regularly report to senior management on the progress and results of the onboarding process.
- Establish a feedback loop with customers to gather their insights and suggestions for improving the onboarding process. Use this feedback to drive further improvements.
- The onboarding process may need to evolve as the company's product or service offerings change. You should be flexible and adapt the onboarding process to meet these changing needs.

**What we're looking for**:

- Proven experience in a related area, for example Consulting, Onboarding, Customer Success, Implementations, Project Management, or Technical Solutions
- Experience with CRM systems for the effective management of client deliverables.
- You coach your team to deliver consistently high-quality work and achieve their best.
- You make sure cross-team priorities and dependencies are aligned and agreed by all teams involved.
- You actively facilitate and manage cross-team priorities, commitments, progress, and roadmaps, while delivering result.
- You build and nurture strong working relationships at all levels and use communication skills to convince and motivate others.
- You collaborate with others by adjusting a

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