Customer Onboarding Manager

Red Points; Barcelona; Presencial; EUR 42.000 - 62.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private Health Insurance

Hybrid model

23 holidays per year

Indefinite contract

Early Friday hours in summer

Team events and referrals program

Descripción de la vacante

Red Points in Barcelona is seeking a Customer Onboarding Manager to guide clients through initial onboarding, ensuring a positive experience and meeting their needs. You will coordinate strategy creation, documentation, and successful setup of Red Points services.

You will own customer relationships from sale to onboarding, welcome and orient new customers, maintain a structured process, and develop measurements to quantify impact. Collaboration with teams is essential for success.

Formación

• Two years’ experience in Customer Onboarding/Success or similar roles.
• Proficient level of Spanish and English.
• Technical knowledge of video encoding frameworks and transcription software.
• Excellent communication and interpersonal skills for customer understanding.
• Strong organizational skills to manage multiple customers.
• Strategic mindset to help customers define their overall strategy with the service.
• Efficient time management for onboarding multiple customers.
• Data analysis to track onboarding metrics and outcomes.
• Problem solving to address onboarding obstacles.
• Customer-centric approach prioritizing customer needs and satisfaction.
• Teamwork to coordinate with internal departments for smooth transitions.

Responsabilidades

• Own and manage customer relationships from sale through onboarding implementation.
• Welcome and orient new customers to Red Points services and next steps.
• Maintain a structured onboarding process guiding initial interactions.
• Develop measurements to assess impact of successful implementation.
• Help customers define needs and manage timelines toward value realization.
• Provide clear, timely communication addressing questions and issues.
• Conduct video and phone calls to support onboarding.
• Analyze and manage the customer’s IP portfolio during onboarding.
• Be a Red Points expert and educate on product nuances.
• Train new customers on product usage and adapt to their needs.
• Create repeatable onboarding processes and resources.
• Monitor and report onboarding metrics for success.
• Transfer customer relationships to a customer success manager after onboarding.

Conocimientos

Bilingual Spanish & English

Excellent communication

Organizational skills

Problem solving

Teamwork

Time management

Herramientas

Video encoding frameworks

Transcription software

Descripción del empleo

Red Points protects brands and content in the digital environment.

Red Points is the most widely used solution to recover digital revenue. Over 1,300 companies rely on our platform to fight counterfeits, piracy, impersonation, and distribution abuse. They leverage Red Points to take back the revenue that’s rightfully theirs. With 270+ professionals and offices in New York, Barcelona, Beijing, and Salt Lake City, Red Points has disrupted an industry traditionally led by service providers with a scalable, cost-effective solution.

Be part of the change: join us on our mission to make the Internet a safer place

Job Description

As a Customer Onboarding Manager you will be responsible for the onboarding of Red Points clients. You will also be in charge of guiding customers through the initial phases of their Red Points service, ensuring they have a positive experience and making sure their needs are met.

This includes: 1) coordinating the creation of client’s strategy, 2) ensuring that all relevant documentation is obtained and dealt with and 3) making sure they are set up to success with Red Points services

• Own and manage customer relationships from the point of sale through successful Red Points platform onboarding implementation.
• Welcome and orient new customers to the Red Points services, providing an introduction and overview of what are the next steps
• Maintain a structured onboarding process to guide new customers through their initial interactions with the service
• Develop measurements to help understand the impact of successful implementation.
• Help the customer define their needs and manage their timeline toward seeing value.
• Provide clear and timely communication to address customer questions, concerns, and issues.
• Complete video and phone calls to ensure that customers are supported during the onboarding process.
• Analyze and manage the customer’s IP portfolio during the onboarding phase.
• Be a Red Points expert and discuss or educate on any nuance of the product with client
• Train new customers on how to use the product effectively and adapt their usage to their needs.
• Create repeatable processes, resources, and frameworks to use when onboarding customers
• Monitor and report on key onboarding metrics to ensure a successful onboarding process
• Successfully transfer your customer relationships to a customer success manager after onboarding

Qualifications

• Previous experience as a Customer Onboarding Manager, Customer Success Manager, Customer Support or similar roles for at least 2 years.
• Proficient level of Spanish and English
• Technical knowledge of video encoding frameworks and transcription software.
• Excellent communication and interpersonal skills - communication will be key to achieve a good understanding with the customer and simplify customer’s experience
• Organizational skills — you'll be working with many customers, and you'll need to have expertise in place to keep all of their needs organized
• Strategically minded — you'll be helping customers come up with their overall strategy with our service
• Time Management - Efficiently managing your time is key, as onboarding multiple customers simultaneously can be challenging
• Data Analysis - you will need to analyze onboarding metrics to ensure a successful performance
• Problem solving capabilities - you will need to identify and address any issues or obstacles during the onboarding process
• Customer centricity - The ability to shift priorities quickly when necessary putting the customer’s needs and satisfaction first
• Teamwork- you will need to coordinate with the operational onboarding specialist and other departments to ensure a smooth transition

Additional Information

What do we offer?

• A friendly, diverse, and international team
• You’ll have top-notch Private Health Insurance, fully covered by the company.
• 23 working days of holidays per year, plus the local public holidays.
• Indefinite Contract
• Fridays we have reduced working hours. And every weekday during August.
• We offer a discount with the amazing DIR gyms!
• We have a Referral policy with a very sweet Bonus scheme.
• We have a hybrid model, with a flexible start time.
• At the office, we offer fresh fruit, and a huge variety of different kinds of milk, coffee, thé, and cereals.
• We also host monthly after works and internal events with guest speakers that allow us to share good times together and learn something new

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

At Red Points, we believe real success starts and ends with hiring the very best people, empowering those people to get the job done, and making sure our people have a whole lot of fun along the way.

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