UK Onboarding Specialist (12 months contract)

Job description

As an Onboarding Specialist you play a pivotal role in efficiently onboarding smaller customers to the Famly platform and ensuring a positive experience. You also collaborate with internal teams to automate and optimize the onboarding process. We are looking for our new Onboarding Specialist to join our UK team in the cozy Copenhagen office. This role is a fixed term contract for 12 months and we will be holding interviews on an ongoing basis.

The role entails delivering personalised training and resources to new customers during the onboarding process whilst also addressing customer inquiries and concerns providing timely solutions and support. Our Onboarding Specialists design and implement processes to streamline the onboarding working with customer data to continuously enhance efficiency and the customer experience.

Youll be working in a close knit team to drive the overall impact on the UK SMB market. Together youll make sure that all customers have a first-class experience starting using Famly. Youll collaborate with our Customer Advisors who provide exceptional support to all our customers as well as our Customer Success Managers.

What youll be doing:

• Conduct virtual onboarding sessions and customised training meetings for new and existing customers

• Promote feature adoption to help customers maximise value from the Famly platform as well as educate customers on Famlys tools and features to ensure that they derive maximum value from the product

• Identify opportunities for upselling and follow up to drive additional value

• Build meaningful relationships with decision-makers and key stakeholders

• Proactively work to mitigate churn risk and identify opportunities for growth by analysing client usage patterns and conducting regular check-ins to assess client satisfaction and addressing any concerns

• Gather and relay customer feedback to the product and development teams

• Collaborate with sales success advisory and product teams to deliver seamless experiences to the customer

• Manage customer subscriptions and maintain accurate records of interactions opportunities and client health in the CRM

• Stay informed about industry trends and competitor offerings to provide value insights to customers

Job requirements

Who you are:

• A team player: You know that the team is crucial for personal success. You always go above and beyond to support your teammates and expect the same of them. You are a strong team player eager to help others succeed

• Focused on the customer: You genuinely care about understanding and solving client challenges

• A relationship builder: You excel at creating lasting partnerships based on trust and mutual value. You are friendly approachable and calm with a professional yet informal communication style

• Results-oriented and ambitious: You thrive on achieving goals and driving success for clients and the business. You are ambitious and committed to both your own personal development as well as the growth of Famly

• Adaptable proactive & resourceful: You remain calm and effective in dynamic fast-paced environments. You anticipate needs and find creative solutions

• Positive: You bring energy and enthusiasm to your work inspiring confidence in your clients and teammates

Skills that will serve you well in this role:

• Experience onboarding customers in a SaaS company

• Excellent interpersonal and communication skills both when engaging with customers and collaborating with colleagues

• Able to explain complex topics simply

• Tech saviness and comfortable learning new systems and tools

• Data oriented in all that you do and able to work with data analysis

• Innovative and quick at coming up with creative solutions and effective ways to guide customers

• Service-minded patient and truly interested in providing a great customer experience

• Experience in or passion for the Early Years childcare industry

• Detail-orientation with a proactive and structured approach to your work
  

We appreciate that everyone brings something unique so even if you dont tick every box above wed still love to read your application.

Youll be working with:

A team of friendly boisterous CSMs and Onboarding Specialists who are dedicated to their customers who pick each other up on tough days and never stop pushing the limits. We come from all over the world but what connects us is our passion for what we doand the joy of doing it together. Expect high energy tons of support a few (OK many) Slack GIFs and an obsession with both hitting goals and having a good time.

About Famly:

At Famly were on a mission to give children the best possible start to life by supporting the people who make that happen every day: early-years professionals.

It all started when our co-founder Henrik dropped off his daughter at daycare and realised how much was still being done with pen and paperand how distant that made him feel from her day. Together with Anders now our CEO they set out to build software that bridges that gap.

Today Famly is used by 34000 childcare professionals and hundreds of thousands of parents to:

• Communicate in real-time

• Reduce admin stress

• Improve planning pedagogy and finances

• And ultimately give more time to the little ones that matter most

Want to help us do even more of that Wed love to have you.

Why youll love working at Famly:

• Youll be surrounded by clever kind people who support each other

• We give you ownershipfreedom to try new things backed by trust

• Top-tier equipment (noise-cancelling headphones included)

• Onsite learning from peers leaders and coaches as well as regular team and company activities

• Ongoing personal and professional development beyond sales skills

• A mission you can believe inand see the impact of daily

In the Copenhagen HQ we also have:

• Daily buffet a well-stocked drinks fridge and the most office snacks in Copenhagen probably!

• Plenty of social activities... board game nights go climbing with colleagues themed Friday bars big quarterly social events team fun with dinners out office BBQs and more!

The interview process:

Heres what to expect:

1. Intro call with a member of the Famly team

2. GIA rational thinking test

3. Case study presentation and interview with Jakob the hiring manager and another team member

4. Final interview with Matt UK General Manager

5. Reference check

We move fast and keep it human throughout.

Ready to apply

Were hiring right now so dont wait around.

Send us:

• Your CV and

• Tell us what excites you about Famly and why youd be a great fit by putting pen to paper or recording a short video
  

Famly is committed to creating a more diverse equal and inclusive workforce building teams that represent a variety of backgrounds perspectives and experiences. It is a fundamental policy at Famly not to discriminate on any basis or characteristics and celebrate diversity. Everyone is welcome and encouraged to apply.

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Employment Type : Full-Time
Experience: years
Vacancy: 1