Customer Success Onboarding Specialist

1 month ago

Manchester, United Kingdom Unique X Full time
Job Description

People Mission

“DEVELOPING PIONEERS IN THE DIGITAL CINEMA SPACE to creatively and collaboratively transform the cinema industry.”


About the Company:

Unique X delivers innovative, autonomous software solutions and content services to cinemas worldwide as we draw all elements of cinema operations and content services together into a single, automated workflow.

We have a truly global reach; our products are used in over 90 different countries around the world making us the leading digital cinema solution provider and our customers include the major Hollywood and independent film studios and the largest cinema operators.

If you’ve ever been to the cinema, chances are Unique X helped put that content and the movie on the screen.


Team and Job Purpose

We work collaboratively to develop our products by encouraging employees to share their ideas. We value each person’s talent and the contributions they bring to the organisation, giving them the motivation and tools to successfully achieve their goals.

As a Customer Success Manager – Onboarding Specialist, you will be the primary point of contact for clients during their onboarding journey, ensuring a smooth and efficient transition to our platform. With your strong technical understanding of cloud computing, networking, and software development, you will bridge the gap between our technical teams and clients, facilitating seamless integrations and fostering long-term relationships.


Duties and Responsibilities

  • Serve as the primary point of contact for new clients during the onboarding process.
  • Develop and execute customized onboarding plans tailored to each client's technical environment.
  • Provide technical guidance and support on cloud computing, networking, and software integration aspects.
  • Collaborate with internal teams (Sales, Product, IT, Support) to ensure a unified and seamless onboarding experience.
  • Build and maintain strong client relationships to promote customer retention and loyalty.
  • Monitor client progress, usage data, and provide proactive solutions to potential issues.
  • Conduct training sessions and workshops to educate clients on our products and services.
  • Document client requirements, feedback, and technical issues, and communicate them to relevant teams.
  • Advocate for client needs and contribute to product improvements based on client feedback.
  • Ensure both the company and clients adhere to contract terms.
  • Occasional domestic and international travel to client sites for onboarding and training purposes.


Who we think will be a great fit

At Unique X, we value identifying and developing new talent. The ideal candidate will have at least 3 years of experience in a relevant role, particularly in customer success and onboarding within a technical environment. You should be adept at building rapport with decision-makers, possess strong customer service skills, and work effectively across teams. A proactive approach to improving service quality, the ability to handle pressure in a fast-paced environment, and a strong technical background in cloud computing, networking, and software development are essential. If you are an excellent communicator with a passion for technology and customer success, we encourage you to apply.


Essential Skills

  • Minimum 3 years’ experience as a Customer Success Manager or similar role focusing on onboarding.
  • Experience with SaaS platforms and services.
  • Strong technical understanding of cloud computing, networking, and software development principles.
  • Proven ability to manage complex technical onboarding processes.
  • Quick learner with the ability to adapt to new technologies and software.
  • Excellent communication skills, both written and verbal, with exemplary English proficiency.
  • Strong documentation skills, including drafting user guides and technical documentation.
  • Effective training and presentation skills.
  • Analytical mindset with the ability to understand and address client technical workflows and requirements.
  • Ability to work collaboratively with cross-functional teams.


Desirable Skills

  • Additional language skills or experience working with international clients and cultures.
  • Familiarity with digital cinema technologies and the industry.


We offer exciting benefits such as:

  • Looking to take a certification course or embark on a learning activity? We will support you where we can
  • 20 days annual leave increasing to 24 days based on length of service
  • A day off to celebrate your birthday
  • Meet and have fun with your colleagues at team events.
  • Hybrid working to support your working preferences.
  • Is your hometown too small for you? You have the opportunity to work from another location.
  • Want to work with your friends or the techie people you know? We have a referral program to help you with that.


As a company, we are required to complete criminal record checks on our employees e.g. DBS (Disclosure Barring Service or relevant check-in our other locations e.g. Lithuania/USA)

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