Head of Customer Onboarding

6 months ago

Exeter, United Kingdom Lightfoot Full time

We are Lightfoot, a high-growth technology company based just outside Exeter that is focused on making a difference worldwide, one driver at a time.

We help businesses and private motorists improve performance and safety. Our technology has been proven to reduce fuel use and emissions rates by 10-20%, and at-fault accidents and wear and tear by 40-50%.

Our technology connects to your vehicle’s on-board computer and uses all the live data it produces to analyse how efficiently you are driving. It’s similar to how performance is analysed in Formula 1. Lightfoot turns that data into simple feedback for you - the driver - so you know when you’re pushing your vehicle too far and can bring it back to maximum efficiency.

We’re a fun-loving bunch who are growing at an astonishing rate. We’ve moved into a brand-new, state-of-the-art office near Exeter in the beautiful Southwest (which was voted Exeter’s ‘Best Workspace’). We are excited to keep growing the Lightfoot family with like-minded, passionate individuals who share our values.
- We care deeply.
- We are innovative.
- We deliver excellence.
- We are customer first.
- We are friendly and celebrate individuality.

**About the role.**

As our Head of Customer Onboarding, you will play a key role in our management team at Lightfoot. This is a crucial role, you take the lead in welcoming our new customers into the Lightfoot family and first impressions are of vital importance. You will lead the Customer Onboarding team to ensure that the implementation of our Hardware and SaaS products are meticulously planned, set up and put live in accordance with our customer’s requirements and timelines.

You’ll need first class customer relationship and communications skills. You’ll also enjoy presenting and leading customer meetings. You’ll need some project management experience and an understanding of hardware and software technologies in an advantage.

Not only will you be responsible to the set up of our software solutions, you’ll also lead the deployment of our hardware devices into our customer’s vehicles, through liaison with our fitting partners.

As well as being a strategic thinker, you’ll also be hands on as key member on the team.

**Key responsibilities**

Leading all aspects of customer onboarding, including:

- Implementation of all Lightfoot products including; Lightfoot Hardware, Ancillaries such as LF Vision & LF Locate, International Customers and SaaS products such as LF Lite and ‘Winnie’
- Understanding and accurately recording the customer requirements from Sales and ensuring successful internal handover meetings happen in a timely manner
- Manage the Customer Onboarding team ensuring all tasks are carried out in a timely and high quality manner
- Leading customer ‘Welcome to Lightfoot Meetings’ to kick of the customer journey
- Develop high quality project plans to be shared internally and externally. Deliver on time.Management of the customer onboarding team
- Ensure the Lightfoot customer portal is configured correctly for each customer
- Host weekly customer update meetings with customers
- Monitor key metrics during onboarding stages to ensure project success. *(e.g. Fuel reporting, device health, LF scores, etc.)
- Liaise with Data Science to request, review and deliver B v L reports
- Manage fitting partners to ensure devices are installed to meet the customer requirements agreed in the project plan
- Ensure that devices are set up accurately post installation (Templating)
- Ensure installations are compliant with a) lightoot procedures (can be vehicle specific
- Ensure we have formal sign off form customers for fitting / installations in vehicles and privacy settings in the Lightfoot Management portal Lightfoot Drivers App.
- Maintain a Customer Onboarding dashboard and provide regular reporting to the Senior Leadership Team
- Provide accurate monthly install forecasting to the Senior Leadership team
- Present post go live results to the customer to demonstrate the value, benefit and return on investment to the customer
- Interpret, interrogate and finalise B v L data ahead of presenting it to customers
- Ensure the successful handover of the customer to Account Management and Customer Support for ‘BAU’ once live
- Continually improve the Onboarding processes and customer experience
- Issue Customer Feedback survey after every project to ensure we gather and act on customer feedback
- NB: This is not an exhausted list of duties.

**Desired qualifications, skills and experience**
- Similar experience in a senior Customer / Onboarding role within a fast paced growth organisation.
- Previous experience of onboarding new customers.
- Previous experience of implementing Hardware and SaaS technology product and / or projects.
- Experience of developing processes, policies, training, and best practice in a similar fast-moving SaaS or Technology focused organisation.
- Experience of developing and delivering

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