Client Onboarding Executive
Social Value Portal
- London
- £28,000-38,000 per year
- Permanent
- Full-time
- Ensure full understanding of the anchor member’s needs during acquisition by working closely with the New Business team.
- Accurate and timely account creation in advance of the kick off meeting.
- Collaborate with the Customer Business team on the anchor member’s Success Plan to align and drive throughout the onboarding experience.
- Manage and deliver an end-to-end onboarding process, including iterations required to ensure effectiveness and alignment with the anchor member’s goals and objectives.
- Manage the kick-off meeting, including involvement of relevant team members within Customer Business and SV Success.
- Deliver relevant onboarding training to anchor members in an engaging and professional style.
- Deliver TOM System™ mapping and incorporate Strategic Consulting services where required.
- Introduce anchor member to the Pledge, and ensure Social Value delivery targets are set.
- Ensure the anchor member’s first project is created to include local jobs, local supply chain spend, volunteering, charitable donations, training and apprenticeship measures.
- Introduce customers to reactive support and additional services, supporting with clear transitions when required.
- Regularly review and assess the customer onboarding process to identify areas for improvement. This may involve analysing data and feedback from customers to optimise the onboarding journey continually.
- Work closely with cross-functional teams, such as product development, sales, marketing, and customer support teams, to implement improvements to the onboarding process. Collaboration with these teams is essential to ensure a seamless transition from sales to onboarding and ongoing customer success.
- Ensure that all client interactions are of a high standard. This includes maintaining consistency in communication and delivering the services or solutions as per Service Level Agreements (SLAs).
- It's your responsibility to ensure that you consistently meet or exceed SLA targets. This involves monitoring performance, identifying areas for improvement, and implementing strategies to address any gaps.
- Keep records of the onboarding process, client interactions, and performance metrics. Regularly report to senior management on the progress and results of the onboarding process.
- Establish a feedback loop with customers to gather their insights and suggestions for improving the onboarding process. Use this feedback to drive further improvements.
- The onboarding process may need to evolve as the company's product or service offerings change. You should be flexible and adapt the onboarding process to meet these changing needs.
- Proven experience in a related area, for example Consulting, Onboarding, Customer Success, Implementations, Project Management, or Technical Solutions
- Experience with CRM systems for the effective management of client deliverables.
- The focus is on being a confident subject matter expert. A great example to others in terms of your outcomes and doing so consistently.
- You coach your team to deliver consistently high-quality work and achieve their best.
- You make sure cross-team priorities and dependencies are aligned and agreed by all teams involved.
- You actively facilitate and manage cross-team priorities, commitments, progress, and roadmaps, while delivering result.
- You apply good judgement in selecting methods and techniques for reaching solutions.
- You build and nurture strong working relationships at all levels and use communication skills to convince and motivate others.
- You collaborate with others by adjusting and aligning complex work to achieve greater outcomes with minimal guidance.
- You seek out and integrate concerns or disagreements into your perspective and plans.
- You're an influencer of the company's values across teams.
- You drive engagement across your teams, motivating people to do their best, develop their skills and achieve objectives.
- You lead authentically, facilitating social awareness and resilience across teams.
- You have specialised depth and breadth of expertise in own role family / department / product.
- Competitive salary of £28-38k base (depending on experience)
- Industry-leading initiatives in social value, including 6 paid volunteering days per year
- Access to a 24/7 EAP (for practical and emotional support including face-to-face counselling)
- 25 days of leave per year PLUS UK bank holidays AND your birthday off work!
- Annual increases to holiday after 3 years’ service (potential to have 39 days off per year)
- Flexible working including hybrid office days from either London or Manchester, remote working and flexible lunch hours
- Private medical insurance from day one
- £400 annual learning budget to support your ongoing growth and development
- Cycle to work scheme
- Electric vehicle scheme, allowing you to lease a brand-new EV through salary sacrifice
- Ethically invested pension scheme, matched to a max of 5%
- Enhanced parental leave
- 6 months fully paid Maternity, PLUS a 4 day week on full pay for 6 months on return
- 1 month fully paid Paternity
- Life assurance at 4 x salary
- A remarkable opportunity to join an ethically entrepreneurial business where you can make a real positive difference.
- 10% of our business are trained Mental Health First Responders.
- Our Inclusion Committee meets regularly to lead on inclusion initiatives.
- 60% of our decision-makers are female.