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Head of Client Services

2 months ago

London, UK, United Kingdom Centralise Full time
About us:


We are Centralise, a dynamic agency dedicated to providing world-class HubSpot solutions and services. At Centralise, we are more than just a HubSpot agency – we are a partner committed to driving growth for our clients, our team, and ecosystem.


Job Summary:


We are looking for a dynamic and experienced Head of Onboarding Services to lead and manage our onboarding team. The ideal candidate will have a proven track record of delivering exceptional onboarding experiences, strong leadership skills, and a deep understanding of HubSpot’s platform. This role is crucial in ensuring our clients receive the best possible start with our services, leading to long-term success and satisfaction.


Key Responsibilities:


  • Leadership: Lead, mentor, and manage the onboarding team, ensuring high performance and continuous development.
  • Strategy Development: Develop and implement onboarding strategies that align with the company’s goals and client needs.
  • Process Improvement: Continuously evaluate and improve onboarding processes to enhance efficiency and client satisfaction.
  • Client Engagement: Oversee the onboarding process for key clients, ensuring a smooth and successful transition onto the HubSpot platform.
  • Collaboration: Work closely with sales, customer success, and product teams to ensure seamless handoffs and consistent client experiences.
  • Training Programs: Develop and oversee comprehensive training programs for both clients and internal team members.
  • Performance Metrics: Establish and track key performance indicators (KPIs) to measure the success of onboarding activities and team performance.
  • Issue Resolution: Address escalated client issues promptly and effectively, ensuring a high level of client satisfaction.
  • Feedback Loop: Gather and analyse client feedback to drive continuous improvement in onboarding services.


Qualifications:
  • Experience: Minimum of 5-7 years of experience in onboarding, client success, or a related field, with at least 3 years in a leadership role.
  • Certification: HubSpot certifications (e.g., HubSpot Marketing Software, HubSpot Sales Software) are highly desirable.
  • Knowledge: Extensive knowledge of HubSpot’s marketing, sales, and service tools.
  • Leadership Skills: Strong leadership and team management skills, with a proven ability to inspire and develop high-performing teams.
  • Strategic Thinking: Ability to develop and execute strategic plans to improve onboarding services and client satisfaction.
  • Communication: Excellent communication, presentation, and interpersonal skills.
  • Technical Proficiency: Strong technical acumen and problem-solving skills related to HubSpot configuration and usage.
  • Client-Centric: Deep commitment to providing exceptional customer service and building strong client relationships


Why Join Us?
  • Growth Opportunities: Be a part of a growing agency with ample opportunities for professional development.
  • Collaborative Environment: Work with a supportive and dynamic team that values innovation and collaboration.
  • Competitive Compensation: Salary up to £70k depending on experience + bonus + benefits.
  • Impact: Play a pivotal role in helping businesses succeed with HubSpot.


Benefits:
  • Flexible work week with 3 days in office based in our London Offices in Waterloo.
  • £600 wellbeing stipend to help with employees health and wellness needs.
  • 22 days holiday plus bank holidays, increased by 1 day per year up to a maximum of 27 days.
  • Pension.
  • Healthcare.
  • Generous referral bonuses.