Senior Customer Onboarding Specialist

4 weeks ago

London Area, United Kingdom MarTrust Full time

Join Marcura as a Senior Customer Onboarding Specialist – A Remote-First Opportunity with Flexible Work Culture

About Us

Marcura was founded 23 years ago by two visionary entrepreneurs. Our mission has always been to revolutionize digital processes within the global shipping industry. We achieve this by putting our customers first and creating innovative solutions that make a real-world impact. Our team is diverse, dynamic, and dedicated to driving forward a more efficient, tech-enabled future in maritime.

With over 650 customers across 53 countries, an energetic team of 980+ members worldwide, and ambitious growth targets for 2025, we're poised for continued success. Now, we're looking for talented individuals who are as committed to excellence as we are to join us in this exciting journey.

About the Role: Senior Customer Onboarding Specialist

Successfully implementing and onboarding a new customer will be the main responsibility of the Senior Customer Onboarding Specialist. Coordinating cross functional efforts between the Customers' teams and ours will ensure continuous growth and maximize their usage of our services. A proactive approach at handling deadlocks and managing senior stakeholders will require strong communication skills. Your strong project management skills will be essential in ensuring a smooth and timely customer onboarding process.

Your Day-to-Day Will Involve:

Project Management:

  • Own and manage the entire customer onboarding and implementation project lifecycle, from kick-off to go-live.
  • Develop and execute comprehensive implementation project plans, including timelines, milestones, and resource allocation.
  • Monitor project progress, identify potential risks, and implement mitigation strategies.
  • Ensure timely delivery of onboarding tasks and adherence to SLAs.

Customer Success:

  • Build strong relationships with customers, acting as their primary point of contact throughout the onboarding and implementation process.
  • Address customer enquiries and concerns promptly and effectively.
  • Proactively communicate project updates and progress to customers.
  • Navigate internal and external stakeholders: Leverage strong interpersonal skills to navigate through customer companies, identifying and engaging with key decision-makers to overcome hurdles and expedite approvals.
  • Hold stakeholders accountable: Maintain clear communication and expectations with internal and external stakeholders, fostering a collaborative environment while ensuring timely completion of assigned tasks.
  • You may be required to travel internationally to meet with customers face-to-face, fostering strong relationships and addressing specific needs directly.

Coordination:

  • Collaborate closely with cross-functional teams (Sales, Account Management, Compliance, Product) to ensure efficient and coordinated implementation.
  • Allocate tasks and responsibilities to stakeholders as required, monitor progress, and provide guidance as needed.

Qualifications We're Looking For:

  • Certification in Project Management is a plus
  • Foreign languages are a plus (incl. Chinese)
  • Project Management - 3+ years of experience in project management roles, with a track record of successful project delivery
  • Customer Onboarding - Strong understanding of customer onboarding processes and best practices
  • KYC/CDD – Worked in, or closely with, KYC and Customer Due Diligence teams
  • Maritime and/or Payments experience is a plus
  • Project Management and CRM Tools – Such as Monday.com, Asana and Salesforce.
  • Change management – communicates clearly and manages change effectively.
  • Oral and written communication - excellent communication skills, can explain complex risk terms in business language – in English.
  • Interpersonal skills - build strong relationships with both internal and external stakeholders.
  • Strong problem-solving and analytical skills.
  • Ability to work independently and as part of a team.
  • Organisational awareness – knows how to get things done and gain commitment.
  • Credible - able to hold senior colleagues to account.
  • Microsoft tools - Proficient in Microsoft Office applications including Outlook, Excel, Word & PowerPoint

Why Marcura? Here's What We Offer:

  • Competitive Salary and Bonus: We reward your expertise and contributions.
  • Flexible, Remote-First Culture: Work remotely with occasional in-office events and project days to foster collaboration and team spirit.
  • Inclusive Onboarding Experience: Our onboarding program is designed to set you up for success right from day one.
  • Marcura Wellness Zone: We value your work-life balance and well-being.
  • Global Opportunities: Be part of an ambitious, expanding company with a local touch.
  • Monthly Performance Support: Our modern performance management framework empowers you to reach your full potential.
  • Diverse, Supportive Work Culture: We're committed to inclusion, diversity, and a sense of belonging for all team members.

Our Vision and Values

Marcura's innovative products continue to shape the maritime industry, enhancing productivity and creating a positive, lasting impact. By automating repetitive tasks, we empower maritime professionals to focus on more strategic, rewarding work. We're proud of our progress in diversity, particularly in increasing gender representation in a traditionally male-dominated industry. At Marcura, we believe in hiring exceptional people and fostering a workplace where everyone can thrive.

Ready to make a difference in a rapidly growing, global tech company? Apply today and let's chart the course forward, together.

For more information about our journey and mission, visit our website and LinkedIn pages.

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