Customer Onboarding Specialist

4 months ago

Newcastle upon Tyne, United Kingdom Partnerize Full time

**Who We Are**:
The partnership channel offers scale and automation on a pay-for-performance model that delivers the operating leverage necessary for brand survival. Partnerize empowers marketers with technology built to discover, engage, and convert audiences, at scale, all while maintaining brand safety and control.

**Why Join Us?**

Our commitment to growing partnerships doesn't end with our clients. Our employees are carefully selected to be a part of our company because they emulate a carefully crafted and practiced set of core values that define us and our business. Joining Partnerize means joining a company that sincerely values your talent, expertise, and passion. We strive each day to hire and retain only the best. Doing so affords us the opportunity to be the best in the business, to exceed our clients' expectations, to innovate, to teach—and most importantly—to earn and maintain our clients' loyalty.

The Customer Onboarding Team's mission is to ensure all clients receive the best customer experience when onboarding to Partnerize and understand the true value of Partnerize to grow revenue.

As a Customer Onboarding Specialist you will support our clients during their first months of working with Partnerize through platform training, onboarding their partners, preparing their program and consulting on best practice. These customers will be primarily in the EMEA region but may also be global. Therefore, customer focused experience (minimum 2 years) and project management skills will be key to be successful.

You will help in supporting internal and customer facing projects to improve the onboarding experience, support existing customers and also provide training to new customers and internal teams.

**Core Responsibilities**:

- **Conducting onboarding meetings**:

- Responsible for scheduling and conducting onboarding calls or meetings with new customers.
- During these sessions, you will introduce the customer to the onboarding process, provide guidance on how to get started, and answer any questions the customer may have.
- **Managing the onboarding process**:

- Responsible for managing the non technical aspects of the onboarding process for new customers, from initial contact to successful training and handover.
- This will involve coordinating with multiple teams, such as customer success or technical onboarding, to ensure a smooth onboarding experience.
- **Reporting**: Responsible for ensuring internal reports within Salesforce are updated on a regular cadence and highlighting any potential risks
- **Partner Migration** : Assisting clients migrate partners onto Partnerize from another provider
- **Onboarding Support / Training**:

- Responsible for coordination and actioning platform support tasks on behalf of the client prior to launch ( E.g uploading of creative assets / configuration of commission rules)
- Conducting training sessions on how to use the Partnerize Platform
- Creating documentation for both internal and external use

**Required Qualifications & Skills**:

- Client or customer support experience (minimum 2 years)
- Project management experience
- Excellent communication skills with ability to translate technical information to a non-technical audience
- Teamwork, strong work ethic and enthusiasm to learn
- Strong attention to detail
- Strong prioritization and organizational skills
- Strong interpersonal and soft skills
- Comprehensive computer literacy
- Problem solving skills

**Desired Skills**:

- Ability to present and lead meetings confidently
- Proficient using Excel / Google Sheets to manipulate data (E.g formulas)
- Experience in conducting training sessions
- Experience in digital marketing
- Experience writing guides and training material
- Marketing, Advertising or Business degree

**UK Benefits & Perks**
- 25 days holiday in addition to bank holidays
- Enhanced Parental Leave: 6 months full pay for birth parent, 4 weeks non-birth parent at full pay after one year employment
- 5 extra 'Partnerize Parental Days' each year
- Private Medical Insurance through Bupa
- Enhanced pension contributions
- Cycle to Work scheme
- Eye Care Vouchers
- Life Assurance
- Enhanced Wellness Program including access to EAP, Wellness Coaching & Wellness Fridays program
- Regular company events and activities

**Our Commitment to Diversity & Inclusion**

We are committed to attracting, developing, and advancing our outstanding team members, regardless of race, ethnic identity, sexual orientation, religion, age, gender, gender identity, physical abilities, or any other dimension of diversity. We strive to foster an environment where people can be their authentic selves, raise concerns and innovate, all without fear; where they are treated fairly and respectfully, have equal access to opportunities and resources and can contribute fully to the organization's success. Every individual in our business is expected to live this commitment without exception.

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