UK Onboarding Specialist (12 months contract)

About the role

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. You'll be working in a close knit team to drive the overall impact on the UK SMB market. Together, you'll make sure that all customers have a first-class experience starting using Famly. You'll collaborate with our Customer Advisors who provide exceptional support to all our customers, as well as our Customer Success Managers. 🛠️ What you'll 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 Famly's 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 💡 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 don't tick every box above, we'd still love to read your application. 👯 You'll 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 do-and 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, we're 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 paper-and 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, Faml

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