Customer Onboarding Specialist

Appspace; United Kingdom; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A technology company in the UK is seeking a Customer Onboarding Specialist to guide new clients through successful implementation of their platform. Ideal candidates should possess strong organizational and communication skills, with a background in a client-facing role within a SaaS environment. The role involves training clients, monitoring onboarding progress, and ensuring satisfaction with the platform. Competitive salaries and flexible work options are provided.

Benefits

Generous PTO

Flexible work schedules

Remote work opportunities

Paid company holidays

Quiet Fridays

Qualifications

• 1-3 years of experience in a client-facing role within a SaaS environment.
• Strong organizational skills to manage multiple tasks simultaneously.
• Ability to explain technical concepts clearly.

Responsibilities

• Execute client onboarding plans and provide direct support.
• Conduct training sessions for clients on platform features.
• Monitor client progress and proactively address challenges.

Skills

Organizational skills

Written and verbal communication

Problem-solving skills

Client-focused mindset

Education

Bachelor's degree in Business or Computer Science

Tools

Salesforce CRM

Monday.com

Slack

MS Teams

Zoom

Job description

About Appspace:

At Appspace, we’re passionate about creating better work experiences for people everywhere, and we’re looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you’re at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that’s helping people everywhere love where they work.

Your Role as an Customer Onboarding Specialist:

As an Customer Onboarding Specialist, you will be instrumental in guiding our new clients through a successful implementation and initial adoption of our platform. Working closely with the Onboarding Manager and Project Manager, you will be responsible for executing the onboarding plan, providing hands-on support, and ensuring clients quickly realize value from our solution. This role is perfect for a detail-oriented, client-focused individual with a passion for technology and helping others succeed.

A Day in the Life of an Customer Onboarding Specialist:

Client Onboarding & Implementation:

• Execute client onboarding plans, including system configuration, data migration, and initial setup.
• Provide direct support and guidance to clients throughout the implementation process.
• Conduct training sessions for clients on platform features and best practices.
• Monitor client progress during onboarding, proactively identifying and addressing
  potential challenges.
• Collaborate with clients to understand their specific needs and configure the platform to maximize their success.
• Ensure a smooth transition for clients from sales to onboarding, and from onboarding to the Customer Success and Support teams.

Client Relationship & Communication:

• Build and maintain positive relationships with client stakeholders during the onboarding phase.
• Understand client business objectives and guide them on how our platform can best meet their needs, maximizing product adoption and value realization.
• In collaboration with the Project Manager, communicate regularly with clients on project status, upcoming milestones, and any potential issues.
• Act as a primary point of contact for client inquiries and technical questions during onboarding.
• Gather client feedback to contribute to product and process improvements.

Documentation & Process Improvement:

• Maintain accurate and up-to-date documentation of client configurations and onboarding progress.
• Contribute to the creation and refinement of internal onboarding playbooks, guides, and training materials.
• Identify opportunities to improve the efficiency and effectiveness of the onboarding process.
• Collaborate with cross-functional teams (Sales, Product, Engineering, Customer Success) to ensure a cohesive customer journey.

What You’ll Need:

• Bachelor's degree in Business, Computer Science, or a related field.
• 1-3 years of experience in a client-facing role within a SaaS environment, such as a support specialist, technical consultant, or entry-level customer success role.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Strong problem-solving skills and a proactive approach to issue resolution.
• A strong desire to help customers succeed and a customer-first mindset.
• Familiarity with Salesforce CRM software, project management tools (Mission Control, Monday.com) and communication platforms (e.g., Slack, MS Teams, Zoom).
• Prior onboarding, implementation or training (even informally) is a significant plus.
• Ability to work collaboratively in a fast-paced, dynamic environment.

The Perks of Working for Appspace:

For all our UK based team members, we offer a variety of benefits from competitive salaries, employer paid medical, dental and vision coverage, employer paid life insurance, mental health resources, pension plan and paid maternity and parental leave program.

Additional perks include:

• Generous PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)
• A casual dress work environment

Disclaimer:

Appspace is committed to equitable compensation practices and complies with all applicable local, state, and federal regulations. For jurisdictions that require pay scale disclosure, a general compensation range may be provided during the initial stages of the interview process. Final compensation will be based on multiple factors including experience, skills, certifications, and overall fit for the role.

If you are located in a jurisdiction with specific pay transparency requirements, we will be happy to discuss the relevant range during your application process.