Customer Onboarding Associate

**Customer Onboarding Associate**

We are Lightfoot, a high-growth technology company based just outside Exeter that is trying to make a difference worldwide, one driver at a time.

We help businesses and private motorists improve performance and safety. Our technology has been proven to reduce fuel use and emissions rates by 10-20%, and at-fault accidents and wear and tear by 40-50%.

Our technology connects to your vehicle’s on-board computer and uses the live data it produces to analyse how efficiently you are driving. It’s similar to the way performance is analysed in Formula 1. Lightfoot turns all that data into simple feedback for you - the driver - so you know when you’re pushing your vehicle too far and can bring it back to maximum efficiency.

We’re a fun-loving bunch who are growing at an astonishing rate. We’ve moved into a brand-new, state-of-the-art office near Exeter and are excited to keep growing the Lightfoot family with like-minded, passionate individuals.

Following investment from Volpi Capital (a prestigious PE firm) there are plans to expand in the UK, extend our reach in international smart mobility markets, and serve the increasing number of EV fleets.

Please see the following links:
**Job Outline**

To support the Customer Onboarding Manager in onboarding new customers to ensure a smooth, efficient, and engaging journey throughout the process, that leaves new Customers with a positive first impression of Lightfoot. This role requires the ability to manage a varied workload, using an organised and detailed approach to tasks, in a timely yet professional manner, as part of a fast-paced team. Whilst reporting to the Customer Onboarding Manager, this role also requires close liaison with the Account Managers. The role will also see the Customer Onboarding Associate take a lead onboarding customers with small fleets.

**Responsibilities**
- Process incoming Customer Onboarding requests.
- Consistently follow the agreed Customer Onboarding Process.
- Take the lead Onboarding Customers with small (less than 30) vehicles
- Keep regular communications with key stakeholders, internal and external customers.
- Gather vital information from customers to be able to set up their account.
- Regular updating of Salesforce CRM with all customer data, contact details etc.
- Managing customer expectations around deadlines and keeping in regular contact with them.
- Working with various technology platforms to ensure smooth Customer Onboarding.
- Regular cross checking of customer accounts to maintain good levels of customer service.
- Setting up of Lightfoot Management Portal in a manner that needs each individual Customer’s needs
- Setting up and attending Customer Meetings (usually online) and phone calls
- Provide customer training around our portal, ensure all reporting and assignments are set up correctly.
- Administer the driver engagement tasks & process in an accurate and timely manner, including sending of driver comms
- Schedule internal appointments to progress customer calls.
- Conduct regular health checks of customer fleets during a lengthy onboarding.
- Liaise with product management, customer support, engineering and senior management for process improvement and operational efficiency.
- Work closely with the rest of the Customer Onboarding Team to ensure successful deployment of Lightfoot Units during Onboarding and new, upsold installations
- Continuous updating of processes and making changes in order to streamline processes working with Account Managers & Customer Onboarding.
- Monitor new implementation DNRs and highlight it to customers.
- Assist Account Management in the transition from onboarding to BAU.

**Desired qualifications, skills and experience**
- Experience in a customer facing role is_ **essential**_
- Strong Organisational skills is_ **essential**_
- A working knowledge of Microsoft Packages is_ **essential**_
- The ability to prioritise workload is_ **essential**_
- Good interpersonal skills is_ **essential**_
- Outstanding Customer relation skills is _**desirable**_
- Experience using Salesforce CRM is _**desirable**_
- Ability to communicate effectively with staff and external contacts at all levels is _**desirable**_

**Personal characteristics**
- Excellent verbal and written communication skills
- Confidence to escalate quickly when necessary
- Confidentiality
- Flexibility
- Ability to learn new procedures quickly
- Ability to work to strict deadlines
- Prioritisation of workloads
- Able to work both independently and in a team
- Confident in all forms of communication
- Driven to deliver results
- A good team player
- Organised and good attention to detail
- Personable and outgoing, with a good sense of humour

**Salary & Benefits**
- Salary £22,000 - £24,000
- 24 days leave entitlement plus Bank Holidays
- Hybrid working
- Free onsite parking
- Extra day off for your birthday (this can be taken 2 weeks either side of your actual birthday)
- C