Release date : 02/02/2019
Company: Goodlord https://www.goodlord.co/
Job position: Customer Onboarding Specialist
Start Date: ASAP
Job profile - early version
We started Goodlord to make renting simple and transparent for everyone involved: the agent, landlord and tenant. Goodlord eliminates paperwork, complications and inefficiencies to move the rental process more in line with expectations of a generation that expects to complete purchases, order take-aways and hail a taxi using their phone in seconds.
We’re looking for a people and process motivated Customer Onboarding Specialist to join our industry leading Customer Success Team and help on board and train all our wonderful new customers.
Our Customer Onboarding Specialists are customer focused superstars and project managers who help new agencies get Goodlord set up and use it to support their varied business goals and objectives. We understand that all of our customers are different, and our aim is to integrate Goodlord seamlessly into their existing processes. In this role, you'll project manage system setup and customisation and be the main point of contact for the customer during their onboarding. You’ll also be responsible for training new users and ensuring they feel comfortable and confident using our system.
This is a great opportunity to join a team where you're encouraged to take on as much responsibility as you can. This is a critical role and we want you to always be looking for ways to make things work better. Your drive and imagination is your limit, not your job title. We’re constantly evolving and growing so no two days will be the same and you’ll need to be comfortable working in a fast paced environment that embraces change.
Managing and implementing the onboarding process from start to finish
Working directly with the Growth team to ensure all key project milestones are met throughout the customer onboarding journey
Liaising directly with customers to communicate requirements and documentation required for completion of onboarding
Proactively following up with customers throughout the onboarding process
Project management - managing, tracking, and escalating key milestones and deliverables to ensure customer expectations are being met
Training and educating customers to understand and effectively use the platform - phone or in person
Platform training - providing solutions to issues that arise and in our proactive approach, prepare and execute platform training for agency team members so that they have a comprehensive understanding of feature functionality and the Goodlord pre-tenancy process, preparing and delivering company settings training
Building and executing process presentations tailored to each new customer
Working with our Customer Success Managers to ensure smooth customer handover after onboarding
Working cross-functionally within the company to develop process and improve customer experience
Immersing yourself in the company and building knowledge of our evolving product, ensuring feedback flows from your team to the relevant business and product partners
Monitoring, measuring and mapping the customer’s onboarding status to maintain completed onboarding delivery date
Communicate and manage internal and external onboarding requirements and expectations with customers and internal stakeholders
Advising Customer Success Managers about risks, new opportunities and help them see the full picture to build the customer strategy plan
Training and educating customers on all aspects of the platform to ensure the best customer experience
Skills and experience
Previous experience from a project management, customer success or implementation role working in SaaS or professional services company
Customer facing experience - managing and leading customer relationships
Strong project management skills
Strong organisational skills, ability to prioritise in an efficient manner
Strong analytical and IT skills
Problem solving skills
Excellent teamwork, communication and interpersonal skills
Demonstrated verbal and written communication skills, including the development of customer reports, presentations and training/communications materials.
Bringing our whole selves to work is really important to us here at Goodlord !
Learning and development budget
We offer Goodlordians £1000 per year to invest in their personal learning and development, to spend on anything from conferences to courses.
We pay all Goodlordians on or above the UK market average for all roles. We also offer performance-related pay, so how well you perform affects how much you take home each quarter.
Unlimited holiday and flexible time off
We encourage Goodlordians to make use of our unlimited time off to enjoy the world, recharge and reboot. We also offer time off for volunteering and training, so you can give back to your community and pursue your passions.
We partner with Gympass to offer access to gyms and boutique studios across London at a reduced price for Goodlordians, so whether you're a yogi or a boxer, there's something for you.
Bi-weekly coaching with Sanctus to provide Goodlordians with a safe space to talk and support your mental health and personal development.
If you are ready to invest in your future, Goodlord will be right there with you through our Employer Pension Scheme.
Maternity and paternity leave
We offer Goodlordians of all genders a generous three months of fully-paid time off to look after their new arrivals, and when you get back there'll be childcare vouchers to help get your little ones off to a great start.
Purchase cinema tickets at up to 40% off box office prices at over 200 cinemas throughout the UK and Ireland.
Mood-boosting music, team socials, open-plan space with 3 incredibly cute hypoallergenic office dogs.