Role: Onboarding Specialist

Team | Reporting To: Head of Delivery

Location: UK

Type: Permanent

About us:

Formerly MyKindaFuture, Connectr is for businesses where people belong.

Connectr helps build a sense of belonging with all people, from candidates to employees, and creates a culture where everyone is included.

Through Connectr’s products and services, we put the ‘human’ back in HR and deliver a new way to form human connections, turn D&I strategy into reality, and provide an engagement and mentoring platform that people love to use.

We are an award-winning, mission-locked company. We believe every person should have equal power and opportunity to shape their future, regardless of their background. Connectr works with over 40 employer partners, and last year supported over 40,000 people to take their next career steps.

Connectr champions an inclusive, respectful, and creative culture for our own people. We show care and candour in everything we do. We embrace new ideas, take calculated risks, communicate openly and proudly deliver our shared mission.

About the role:

We are looking for an organised and driven individual with excellent communication skills to join as a Customer Onboarding Specialist! We have Software as a Service (SaaS) DEI portfolio of products that our customers are using to support the delivery of their Corporate Social Responsibly roadmap. The onboarding experience is the first touchpoint of our clients Connectr journey and is so integral to their success and the success of Connectr. There are two key elements to this newly formed role; you will be responsible for ensuring our customers have a seamless onboarding experience onto the Connectr platform whilst also being responsible for supporting our clients ongoing user queries to ensure they consistently get the best out of our software.

Key responsibilities:

• Deliver the Connectr onboarding process - for all SaaS sales within the company, bringing together your product expertise, client relationship experience and great project management skills.
• Own and manage customer relationships from the point of sale through successful implementation.
• Help the client define their needs and manage their delivery timeline
• Work with Sales, product, and Delivery teams to ensure that each piece of the journey meets customer expectations.
• Respond to client emails, chats, and calls regarding onboarding.
• Complete video and phone calls to ensure that clients are supported during the onboarding process.
• Create repeatable processes, resources, and frameworks to use when onboarding clients.
• Successfully transfer your customer relationships to a customer success manager after onboarding.
• Create initiatives that help to drive successful product implementation.
• Build evergreen content and resources for clients to use for education and to drive rapid product adoption.
• Be a Connectr expert and discuss or educate on any nuance of the product internally and externally.
• Quickly pick up and disseminate any updates to the product, both to your customers and to your internal teams as needed.
• Develop measurements to help understand the impact of successful implementation.
• Delivery quality metrics to identify recurring control issues and track trends
• Delivering webinar content for one-to-many audiences to facilitate adoption and share best practices with users

• Ability to interpret a SoW and build out a delivery plan in conjunction with client stakeholders
• Ability to interpret and build out a client platform in accordance with SOW
• Work with cross functional teams and coordinate handover/go live plan.
• Ability to work with Client stakeholders and sponsors

• Act as an interface between Product Development and the Delivery team; being close to the development of the product and its roadmap. Your knowledge of the product will focus on its functionality.
• Lead, develop and manage the user support desk

Skills/Experience:

• Previous experience working in a SaaS company and following a SaaS model of working
• Experience of Software programme Implementation/full client management in an Onboarding environment
• Demonstrable ability to own and deliver a project plan to deliver agreed timelines and budget
• Technology skills with a good aptitude for learning new software
• Confident and engaging verbal and written communication skills to talk about software in a non technical way
• Used to working in a fast paced environment within a rapidly changing environment
• Self starter and highly motivated
• A proactive approach to learning and development with a high self motivation level in a hybrid company environment
• Strong objection handling and problem solving skills
• Enthused by generating outstanding customer feedback and reviews
• A proven desire to find answers to your own questions and resolve technical queries for clients
• Demonstrated experience interacting with all levels of management, operational performance metric reporting and analytics
• Strong analytical skill set
• A willingness to work independently and manage multiple priorities, completing tasks to agreed deadlines and to a high standard

Your benefits:

• Internal mentoring scheme and career development.
• Volunteer days and ways to give back to our communities.
• Flexible and remote working.
• Reduced paid summer hours.
• Enhanced maternity cover and paternity leave.
• Wellbeing allowance, including an Airbnb wellbeing mini-break twice a year.
• Competitive salary and annual review.
• Company share options.
• Casual office dress.
• Christmas and Summer team parties.

Want to join us? Let’s chat! careers@connectr.com

Information Security:

Ensure compliance of your team to all rules, policies, and regulations at Connectr including HR policies, D&I best practice and information security and data privacy guidelines.

All positions at Connectr hold responsibility for being up to date and in adherence to information security training, guidance and policies provided by Connectr on information security, including GDPR.

Connectr’s commitment:

Connectr is committed to creating an inclusive environment and is proud to be an equal opportunity employer. We believe that diverse companies are more innovative and better positioned to succeed. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.