Onboarding Associate

Job Summary

You will be joining Novata's client-facing team as an Onboarding Associate. As an Onboarding Associate, you will work cross-departmentally with customer success teams to ensure our clients' experiences on the platform are efficient, impactful, and built for scale.

What You'll Be Doing

• Help craft our onboarding engagement and support approach for long-term retention of our customers and their users. 
• Help build and contribute to a team that can help you — and us — succeed.
• Day to Day:
• • Manage the customer through the onboarding phase and manage any support questions throughout the lifecycle.
  • Work to complement Customer Success Managers with account set up, kick-off and preparation for reporting.
  • Be creative in solving problems or answering questions that our users have.
  • Be thoughtful about onboarding strategy, engagement plans, and communication style with your accounts.
  • Collaborate with the product, advisory & metric teams to ensure client onboarding needs are included and prioritized appropriately. 
  • Keep Hubspot updated with all client interactions.
  • Continue to learn and explore ESG topics as well as the functionality of the platform.
  • Act as the first point of contact for customer queries through our help desk - answering questions, troubleshooting, and ensuring fast, effective resolutions.
  • Maintain a high standard of service by responding promptly and proactively to customer needs.
  • Conduct regular check-ins and reviews to strengthen relationships and increase retention.
  • Capture common issues and customer feedback from support interactions, and feed insights back into product and process improvements.

About You

• You believe that business can have a positive impact on the world and that there is significant room for improvement in how businesses operate.
• You are a skilled communicator and translator.
• You are our user's biggest advocate.
• You want to create impact.
• You believe in yourself.
• You are nimble and curious in nature.

You Have Experience

• Supporting customers in the Sustainability or ESG space.
• Supporting users in a Saas platform, product, or service during the initial phase of their customer journey.
• Creating value for your customers.
• Building relationships.
• Being creative and solving problems for your customers.

Important Notes

• This role is based in London, with hybrid working arrangements (2 days in office).
• This role requires excellent communication skills in German and English.
• Applicants must be located in and eligible to work in the UK. Unfortunately, we are unable to support visa applications or relocation at this time.

Benefits

• Competitive base salary and performance-based bonus
• Equity ownership opportunities
• Comprehensive health benefits packages (medical, dental, non-contributory pension scheme)
• Robust leave policies (PTO, parental leave, VTO)
• Flexible work environment with two days working from the London Office
• Mission-driven, collaborative, and inclusive culture

Why Join Us?

Novata is a mission-first company built to enable the private markets to drive more impact.  We are at the unique intersection of ESG, the private markets, and mission driven impact.  We are well-funded, have a top tier executive leadership team. We have a highly aggressive growth plan to establish ourselves as the industry leader of ESG with immediate plans for product and international expansion.

Members of our leadership team have been globally recognized for their success as leaders of large public companies, founders of successful startups, leaders of established ESG organizations, and builders of robust tech platforms. We are passionate, highly motivated, and experienced individuals who embrace our diverse backgrounds. Together, we will become the platform of choice and a catalyst for a change in the way business is done.

Annual salary for this role is GBP 61,000