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Digital Onboarding Specialist

2 months ago

London, Greater London, United Kingdom Optimizely Full time

About the Role

At Optimizely, we're on a mission to empower businesses to unlock their digital potential. We achieve this by revolutionizing how marketing and product teams collaborate to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.

We're proud to support more than 10,000 businesses, including leading brands like H&M, PayPal, Zoom, and Toyota, in enriching their customer lifetime value, increasing revenue, and growing their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.

About the Team

The Onboarding Strategy Consultants at Optimizely are a key member of the Onboarding team, which is a part of the broader Customer Success organization. They are responsible for ensuring the successful execution of the product onboarding strategy, accelerating customer adoption of Optimizely's products and solutions that include a full suite of Content Management and eCommerce tools.

Key Responsibilities

  • Implement and ensure a 'white glove' product onboarding experience for customers as the subject matter expert of the Optimizely Onboarding team.
  • Manage customers through a comprehensive product onboarding experience and collaborate closely with implementation partners ensuring they receive an optimal implementation.
  • Encourage product adoption through a comprehensive understanding of the customer's goals and translation of those goals into product requirements.
  • Manage multiple simultaneous customer onboardings that may include multiple products at one time, balancing priorities of business objectives, use cases, customer satisfaction, and technical quality, and being an advocate for the customer and partners while integrating multiple Optimizely products.
  • Responsible for discovery and practical application of product requirements either in the product itself or handed over to the appropriate stakeholder to accomplish (solutions architects).
  • Deliver product onboarding workshops and consultation on best practices, training sessions, and configuration sessions.
  • Responsible for identifying when meetings are needed to solve any product issues or blockers to implementation; raise product enhancement requirements and/or support tickets to the Strategic Program Manager, ensuring smooth adoption of our products and services.
  • Maintain expanding product knowledge to provide consistent and up-to-date delivery of all products across the Optimizely suite.
  • Work collaboratively with the Strategic Program Manager, Solutions Architects, and Solutions Consultants to successfully onboard clients.
  • Join pre-sales scoping calls in order to formulate custom packages when required and contribute to the creation of SOWs when required.

Requirements

  • At least 3+ years of customer onboarding or implementation, ideally in a SaaS/PaaS environment.
  • Marketing Technology knowledge and experience is a huge plus.
  • Ability to manage multiple competing priorities, rapidly adapt, and respond to customer requests and timeline changes.
  • Highly collaborative, organized, and execution-oriented with strong presentation skills.
  • Demonstrated ability to communicate with technical, non-technical, and executive personnel.
  • Exceptional problem-solving skills and ability to be flexible to project situations. Ability to research, analyze, and provide a solution to newly identified issues.
  • Able to be successful in a fast-paced environment that rewards hard work and self-motivation.
  • Superior relationship and communication skills (both verbal and written).
  • Expertise with one or more of Optimizely's products is advantageous.
  • Working knowledge of Content Management Systems with a baseline knowledge of Cloud Computing, B2B & B2C Commerce solutions as well as related analytic, social, and marketing tools.
  • Ability to work well under pressure, while retaining focus and composure.
  • Drive to learn and share knowledge with customers and teammates.
  • Confident; self-motivated and driven to achieve.
  • Energetic, lively, and have an engaging personality and enjoy working in a team environment.
  • Strong work ethic and good organizational skills.

Education

Bachelor's or higher equivalent.

Competencies

  • Adapting to Others
  • Communicating Effectively
  • Critical Thinking
  • Establishing Relationships
  • Serving Customers

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.