Customer Onboarding Expert

3 weeks ago

London, Greater London, United Kingdom Aquent Full time
About the Role

We are seeking a dedicated professional to ensure that new customers experience a seamless and effective onboarding process.

You will help customers achieve their business objectives by leveraging our email marketing tools and services to their fullest potential.

This role involves building strong relationships, technical integration, and guiding customers through their journey to long-term success.

Key Responsibilities:
  • Monitor onboarding progress to deliver value quickly, setting customers up for long-term success.
  • Work with customers to define business objectives and create tailored plans to meet their goals.
  • Customize onboarding processes to suit individual customer needs and ensure satisfaction.
  • Foster a team culture of collaboration, empathy, and inclusivity.
  • Develop expertise in our platform to guide and support customers effectively.
  • Identify opportunities to recommend additional services or partnerships to support onboarding goals.
  • Collaborate with customers and technical teams to integrate tools into their marketing stack.
  • Track key milestones and ensure successful implementation and adoption.
  • Escalate risks that may affect implementation or retention, proposing mitigation strategies.
  • Train customers and provide clear guidance throughout the onboarding and launch phases.
  • Work closely with internal teams to ensure seamless transitions and optimize customer experiences.
  • Mentor and support new team members as they start engaging with customers.
  • Address customer risks, challenges, and successes with actionable solutions.
  • Build and maintain strong relationships with key stakeholders and decision-makers.
  • Engage customers in strategic discussions to maximize their return on investment.
  • Identify growth opportunities within the customer portfolio.

The ideal candidate will have experience in a customer-facing role such as Account Management, Customer Success, or Marketing Sales. Experience in marketing or advertising campaigns, especially digital or display advertising, is also desirable.

Requirements
  • Proven experience in onboarding and implementation to drive product adoption.
  • Strong understanding of marketing technology platforms and account portfolio management.
  • Excellent problem-solving, consultative, and relationship management skills.
  • Ability to simplify complex concepts and communicate effectively with diverse audiences.
  • Entrepreneurial mindset with a balance of independence and accountability.
  • Adaptability to evolving objectives and dynamic business needs.

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