UK Onboarding Specialist (12 months contract)

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