Customer Onboarding Specialist

2 weeks ago

London, Greater London, United Kingdom Insider Full time
About Us

We are Insider, a pioneering B2B SaaS company that empowers businesses worldwide to drive growth through innovative customer experiences. Our cutting-edge AI-native platform enables marketers to deliver unique experiences, drive profitable growth, and boost productivity and efficiency. Backed by top-tier investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, we serve 1200+ brands from high-growth startups to Fortune 500 companies.

Job Summary

We are seeking a highly skilled Customer Onboarding Manager to join our team. As a key member of our customer success team, you will be responsible for transitioning clients from the sales process to successful onboarding and implementation of our platform. Your primary goal will be to ensure accelerated time-to-value realization for our clients, while reinforcing our vision of true 1-to-1 personalization driven by client data.

Key Responsibilities
  • Project manage customer onboarding to successful outcomes, accelerating time-to-value and growing and retaining customers.
  • Help drive early adoption, setting KPIs and success metrics for ROI.
  • Ensure successful transitions to the Customer Success Manager team after onboarding by understanding and documenting client stakeholder roles and hierarchy.
  • Enhance customer experience during onboarding by designing and continually improving processes and materials.
  • Where required, tailor 1:1 onsite and remote onboarding to meet client needs and exceed expectations.
  • Help drive early adoption, setting KPIs and success metrics for full ROI attainment.
  • Ensure highest deliverable quality and client satisfaction to streamline the post-onboarding transition to the Customer Success & Support teams.
  • Understand and document client stakeholder roles within an account to ensure smooth & successful transition to the Customer Success Manager team after onboarding.
  • Own project and assume responsibility for successful project implementation while working closely with internal and external stakeholders.
  • Facilitate exceptional user-enablement training and workshops.
What We Offer
  • A chance to work in an international, diverse, and inclusive environment.
  • Access to a limitless network all over the globe.
  • A chance to become a Shareowner with the "Shareowner System" that we offer to all Insiders who meet certain criteria.
  • Part of an industry shaping the future of customer experience.
  • Access to many hard and soft skills pieces of training to help you improve and challenge yourself.
  • Access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge.
  • Space to share your skills through training sessions and workshops if you wish.

We provide equal opportunity in a zero-discrimination workplace and welcome everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status. Please follow Insider on LinkedIn, Instagram, Youtube, and Medium.

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