We are seeking an experienced Customer Onboarding Manager to join our new and growing team. This is an exciting opportunity to build and shape a critical function within our business, ensuring our high-value customers experience a seamless transition and rapid value realisation from the moment they sign with us.
Responsibilities
* Take full ownership of the onboarding process for new large customers (500k+ annual turnover) from the point of contract signature
* Conduct comprehensive handover meetings with the sales team to understand customer requirements, agreed products, rates, special requirements, KPIs, and transaction preferences
* Ensure complete setup of all marketplace users, sites, and system configurations to enable smooth transacting from day one
* Facilitate seamless handover of managed accounts desk customers to the team, ensuring customers understand their contacts, processes, and how to engage with us
* Act as the primary point of contact for customers during the onboarding phase and early life of the account
* Establish and monitor agreed KPIs, providing regular reporting on performance against targets
* Attend regular review meetings with customers and sales teams to track progress, address issues, and ensure account satisfaction
* Build strong relationships that facilitate smooth transition to ongoing account management
Qualifications
* Proven experience in customer onboarding, implementation, or account management roles, ideally within a B2B service environment
* Strong project management skills with the ability to manage multiple complex onboarding projects simultaneously
* Excellent stakeholder management abilities, with experience coordinating between sales, operations, suppliers, and customers
* Commercial acumen with demonstrable experience managing revenue and margin targets
* Outstanding communication skills, both written and verbal, with the ability to build rapport quickly with customers and internal teams
* High attention to detail and a commitment to delivering exceptional customer experiences
* Proficiency with CRM systems, marketplace platforms, or similar business systems
* Strong analytical skills with experience in KPI development, monitoring, and reporting
About HSS ProService
At HSS ProService, we ve built a smarter way for businesses to get the tools, equipment, and materials they need. Our online marketplace connects customers with trusted suppliers quickly and easily, helping them get the job done.
We use technology, teamwork and bold thinking to make hiring and buying better for everyone faster, simpler, and more sustainable.
Join a forward-thinking team that's committed to transforming how businesses operate, using the latest technology and a bold vision. If you re passionate about being part of an industry disruptor, this is the place to build your career.
Benefits
* Your birthday each year as annual leave to spend how you want to!
* Healthcare Cashback Plan with money off on things like dentist, opticians including sports massage and wellbeing costs too
* Flexible and hybrid working - we appreciate you do your best work in different environments
* Head office free onsite gym
* Life assurance
* One day per year, you’ll have the option to contribute to local voluntary work, an opportunity to give back to your community
* Training and development opportunities to keep growing your skills
* Wellbeing and Healthcare support at work and at home
* A chance to be a part of a bold digital transformation
* Discounts and cashback on our perks site with a huge range of purchases including days out, restaurants, gym memberships, shopping and lots more.
* You will get the choice of other flexible benefits that work for you through our Benefits portal you pick the benefits you want such as Critical Illness Cover, Cycle To Work, Holiday Buy Scheme and more
Culture
Different Perspectives, One Platform We re not all the same and that s what makes us stronger. We believe great ideas come from different people, different experiences, and different ways of thinking.
Whether you re starting out, changing careers, or looking for your next big move - if you ve got the skills and the drive, we want to hear from you.
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