Senior Onboarding Manager
LoyaltyLion
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Posted on Saturday, July 20, 2024
About Us
LoyaltyLion is a data-driven loyalty and engagement platform trusted by thousands of ecommerce brands worldwide. Merchants use LoyaltyLion when they want a loyalty program that is proven to increase customer engagement, retention and spend. Stores using LoyaltyLion typically generate at least $15 for every $1 they spend on the platform.
Today, LoyaltyLion works with over 10,000 small and medium sized retailers. Our mission is to help them succeed in the age of Amazon, where they may not be able to compete on price and logistics but can offer a better customer experience. An experience where customers feel valued, rather than just another number.
It’s been an incredible few years for LoyaltyLion. We closed funding of $12.5m in 2021 and another $12m in 2022. We’ve built out our Leadership team, amongst other key senior hires and we continue to set our sights high, achieving spots in both the Deloitte Fast 50 and the FT1000.
Oh, and did we mention our recent successes, such as our G2 reviews, where we are the no.1 in loyalty management in the world or where we've been voted No. 8 in the Best UK Software 2024 list...
The Onboarding team:
Our Onboarding team is looking for a Senior Onboarding Manager to join us in our mission of making relationships the foundation of commerce.
As a Senior Onboarding Manager you will be the first post-sales point of contact for our largest clients when they join us, delivering world class training and setup support to ensure clients utilise all relevant product features and have the optimum setup to achieve their first impact from our product as quickly as possible, and then achieve recurring impact to hit their overarching business objectives.
Responsibilities:
- Developing a deep understanding of client objectives, both short and long term
- Translating client objectives into a joint success plan
- Supporting the optimal setup for quick ROI and time to first impact
- Providing a 5 star onboarding experience by delivering best-in-class training, setup advice and completing all tasks on schedule
- Providing technical advice as well practical advice
- Achieving the set launch date for each client
- Managing multiple implementations at the same time for high ARR clients
- Partnering with the Sales team to ensure a detailed and smooth transition of the client into the onboarding phase
- Partnering with the Customer Success team to ensure a detailed and smooth transition of the client into the Success phase
- Partnering with the Support team to ensure client queries are responded to quickly and accurately
- Partnering with the Account Management team to identify any upsell opportunities
- Partnering with Marketing to drive advocacy in the form of testimonials, case studies, reviews and customer events
- Engaging with our Development and Product teams to ensure a best in class experience by raising improvement opportunities and being the client's advocate
- Ensuring problems are escalated to the relevant teams and effective support is provided in a timely manner in order to guarantee customer satisfaction and minimise churn risk
- Spotting client dissatisfaction early and mitigating any ‘at risk’ clients in addition to supporting our expansion efforts be generating upsell opportunities
- Promoting positive change all around
Skills:
- 24+ Months of Experience in an onboarding capacity within a SaaS/Technology with a desire to grow in the space
- Have significant experience and exposure to the Customer Success Lifecycle (Onboarding, Adoption, Optimisation, Expansion, Renewal) and how this may differ across different SaaS organisations
- Have looked after the largest / most complex customers within a technology / SaaS organisation
- Proven experience working confidently with a portfolio of high ARR clients
- Knowledge of the Shopify platform and how websites are built on this platform (if not, then a desire to learn it)
- Knowledge of various ESPs, i.e: Klaviyo (if not, then a desire to learn it)
- Knowledge of HTML, CSS, Javascript, API (if not, then a desire to learn it)
- Technically inquisitive with a passion for enhancing technical knowledge / skills
- Analytical and problem-solving skills
- High level of empathy, with the ability to build relationships quickly and understand client needs
- Highly organised
- Excellent attention to detail
- Inquisitive, curious and enjoying to look for ways to improve processes
- Highly self-motivated with an intrinsic desire to develop yourself
Benefits
• Hybrid working policy, requiring at least 2 days a week in our office in Farringdon
• International Remote working (up to 30 days in each holiday year)
• 25 days holiday + bank holidays + carry 5 days holiday over into the next holiday year
• All permanent employees get equity to recognise the valuable contribution you'll make to our growth
• Company days out and events, and team socials
• Home office budget
• Cycle scheme
• Employee Assistance Program
• Private medical insurance
• Life Insurance
• Competitive learning and development budget
• The opportunity to join at a major inflection point – ecommerce is booming and with it, the demand for loyalty software like LoyaltyLion
• Macbook, magic keyboard, and any other tech or equipment you need to do a great job
This job is no longer accepting applications
See open jobs at LoyaltyLion.See open jobs similar to "Senior Onboarding Manager" SaaS Capital.