Onboarding Lead

**Who we are**

GOb2b are specialists in b2b eCommerce, creating award winning software that make b2b businesses more efficient and profitable. GOb2b is a unique b2b eCommerce platform which can integrate seamlessly with customer’s other systems to deliver a feature-rich, higher personalised customer experience. We are looking for an experience Onboarding/Implementation Executive who can manage our customer onboarding journey from sales handover to go live.

**The Role**

As a GOb2b Onboarding Lead, you will lead, deliver and develop the GOb2b Customer Onboarding function within the Customer Operations team to manage the delivery pipeline of new and active projects. You will be responsible for leading and delivering an outstanding onboarding and training experience to all GOb2b’s new customers. This will be delivered online, to maximise customer satisfaction, meet customer goals/expectations, ensuring high customer engagement and retention, and a successful platform go live. You will set-up, configure and activate new customer platforms and support them through this process, ensuring a high level of professionalism and customer service throughout. This role acts as a liaison between the customer and other GOb2b departments and helps the customer to implement value-add services through the GOb2b platform.

Reporting to the Customer Operations Manager, you will able empowered to suggest and implement improvements to the onboarding process whilst employing a continuous improvement mindset to help GOb2b deliver and exceed results and objectives.

**What You’ll Do**
- Own the GOb2b onboarding journey and get the customer platform live within an agreed timescale, managing and where appropriate, improve all pre-defined onboarding tasks.
- Liaising with 3rd parties to resolve issues/complete set up.
- Problem solve and resolve any issues identified during the onboarding process. If needed, liaise with all GOb2b teams to resolve the issues and improve services and products.
- Deliver online customer training to customers with differing abilities and ensure the customer has a full understanding of how to set up and manage the GOb2b platform once live.
- Keep internal systems up to date with project information and progress.
- Regularly keep the Customer Operations Manager updated on all matters related to the onboarding process.
- Work closely with the Sales team to ensure new client handover process to Onboarding is effective and improved when needed.
- Attend relevant company meetings to provide updates on the current onboarding pipeline.
- Identify areas for improvement, develop and promote good practice and methodologies and provide metrics and measures for success.
- Provide agreed reports and accurate forecasting to the Customer Operations Manager within agreed timescales.
- Adhere to well established processes and deliver a high level of work in line with agreed Key Performance Indicator’s (KPI’s) and Service Level Agreements (SLA’s).
- Implement a culture of effective team working, high performance and continuous learning from both a commercial and technical aspect.
- Promote collaborative working across Customer Operations ensuring that the service is delivering the business capability which evolves to anticipate and meet customer’s needs.

**Who skills you’ll have to be successful in this role**:

- Previous experience of working in fast-paced technical customer service, operations or onboarding environment.
- Previous experience working with a SaaS product / platform is an advantage.
- Project Management experience although formal qualifications aren’t a necessity.
- The ability to be able to manage multiple projects simultaneously.
- An excellent verbal and written communicator with a focus on listening and acute attention to detail.
- An excellent ability to clearly write procedures in response to customer questions.
- Ability to work on own initiative, self-manage and prioritise tasks, often with conflicting deadlines.
- Honest, focused, and committed to delivering the highest levels of customer service.
- Adaptable personal style, able to receive constructive feedback on standards of performance - a willingness to always learn and grow.
- A quick learner with the aptitude to learn new software quickly.
- A technical mindset and competence with a passion for training others with an aptitude to explain technical matters to non-technical people.
- A high level of IT literacy including CRM systems and MS software.

**Job Types**: Full-time, Permanent

**Salary**: Up to £40,000.00 per year

**Benefits**:

- Free parking
- On-site parking

Schedule:

- Monday to Friday
- No weekends

Ability to commute/relocate:

- Kingsbridge, TQ7 1JL: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: In person