Customer Onboarding Specialist

About Phorest

Phorest Salon Software is a rapidly growing tech company on a mission to help beauty businesses thrive. Our software empowers premium salons, spas, and aesthetic clinics around the globe with a suite of tools designed to enhance client experiences, streamline operations, and drive business growth. With a presence in the heart of the beauty industry, we are committed to fostering innovation, excellence, and community. At Phorest, we don't just build software—we build success stories.

The Opportunity

As a member of the Phorest Onboarding Team, you will manage client onboarding for a subset of our clients. You will orchestrate their onboarding journey, drive adoption/usage of Phorest features, and help delight our salons by optimizing their onboarding experience. You'll also spend time understanding their needs, delivering data-driven decisions and delightful experiences that will scale.

In this role, you will be expected to enhance our best practices on quality and productivity; manage client escalations and process change within the team. A customer success mindset is critical for this role, as within Phorest we want to ensure customer satisfaction and retention, drive growth, and help clients extract maximum value from our products.

What You'll Do

• Manage small to enterprise salons, including multi-site locations
• Manage process changes around client escalations, coordinating with Sales, our data migration team, and the account managers
• Assist to shape and drive the delivery of our Client Journey and Onboarding process, managing client success plans and health scores
• Ensure all clients are fully educated by utilising our Phorest academy platform, attending live training and 1:1 sessions as required to ensure they fully adapt to the Phorest system during the onboarding journey
• Ensure all features are enabled and activated for our clients and coordinate with the Feature activation team as required
• Identify and introduce new processes with the team, monitoring their success for reporting with expansion in 2025

Who You Are

• Proven strong organisational & project management skills with a track record in driving change and removing hurdles in a fast-paced environment
• A minimum of 3 years of Onboarding or similar experience in a SaaS environment
• Customer-focused with great product and process knowledge
• Ask incisive questions and are comfortable discussing complex customer requirements
• Are proactive in how you communicate and responsive to incoming requests
• Have strong empathy, resilience and emotional intelligence
• Own the point of escalation, provide action-based solutions to clients
• Build great internal relationships that support a stellar customer experience
• Deliver on Phorest's vision, values, strategy, and team goals
• Collaborate with other CS teams, assisting in the implementation of process changes across them
• Interpret and analyse data and provide clear recommendations based on results
• Live the Phorest values and stay accountable to all teams during normal business hours
• You may need to do onsite visits to customers, so an ability to travel on occasion

Benefits

Your wellbeing is important to us - we provide private healthcare, 2 Wellness Days, an employee assistance program and a free online GP service.

As part of our Financial Wellbeing, we provide competitive Compensation, an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection.

  We help you travel by providing a bike to work scheme as well as tax saver transport tickets.

We support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.

We care for your family and provide Enhanced Maternity and Paternity Benefits.

We grow our own timber We provide a great learning environment and extensive development opportunities. We run development programs and provide access to many online resources including LinkedIn learning.

Moving house? Phorest employees get 3 moving days.

Phorest is an equal opportunity employer.
 For this position, flexi-time and working from home is possible. We are also open to remote work. Get in touch to ask for more information or to chat about your future with Phorest

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.