At a Glance
- Tasks: Manage onboarding projects, guide customers through software implementation, and deliver training sessions.
- Company: Eque2 is a top provider of construction management solutions, supporting over 3,000 clients in the UK and Ireland.
- Benefits: Enjoy a hybrid working model, a positive workplace culture, and opportunities for personal development.
- Other info: This role offers a fast-paced environment with a focus on collaboration and customer satisfaction.
- Why this job: Join a certified 'Great Place to Work' and make a real impact on customer experiences.
- Qualifications: Experience in customer-facing roles, ideally with IT or cloud-based software; strong communication skills required.
The predicted salary is between 30000 - 42000 £ per year.
Who are Eque2?
Eque2 Ltd is a leading provider of construction management and ERP solutions, supporting over 3,000 valued clients across the UK and Ireland. We pride ourselves on enabling the successful and reliable delivery of projects within the construction sector, underpinned by our expert account management and dedicated customer service. Certified as a “Great Place to Work” for three consecutive years, Eque2 is committed to fostering a positive workplace culture, prioritising employee wellbeing, and providing opportunities for continual development.
Position Summary
The Customer Onboarding Specialist is responsible for managing a personal caseload of onboarding projects, guiding customers from the point of sale through their implementation, training, and early adoption of our software. This role plays a critical part in delivering a seamless and positive first experience, ensuring customers achieve their go-live milestones and are successfully transitioned to the Customer Success team. This is a varied, fast-paced, and customer-facing role requiring strong communication skills, attention to detail, and the ability to work both independently and collaboratively within a team.
This position is based in Newcastle and will transition to a hybrid working arrangementafter theprobation period has ended.
What Success Looks Like
• Onboarding projects delivered to agreed timescales, with key milestones achieved.
• Customers receive clear, consistent training and support during onboarding.
• Customer satisfaction scores (CSAT) are maintained at a high level.
• Accurate and timely updates are maintained in the customer success platform.
• Effective collaboration with internal teams to ensure smooth customer handovers.
Key Responsibilities
Customer Onboarding & Project Delivery
• Manage a portfolio of onboarding projects from sale to handover.
• Deliver live remote training sessions (1-2-1, webinars) tailored to customer needs.
• Demonstrate software features and guide customers through configuration steps.
• Act as the primary contact during onboarding, ensuring customers progress to go-live on time.
• Maintain accurate records of customer progress, activities, and feedback in the customer success platform.
Customer Support & Problem Solving
• Provide first-line technical assistance during onboarding.
• Troubleshoot customer issues and work with technical teams to resolve them promptly.
Collaboration & Communication
• Work closely with the Onboarding Team Lead and other specialists to share best practices.
• Liaise with Sales, Customer Success, Support, and Product teams to ensure a consistent customer experience.
• Provide clear and structured handovers to the post onboarding teams.
Process & Quality
• Follow established onboarding processes, templates, and checklists to ensure consistency.
• Contribute ideas to improve onboarding efficiency and customer experience.
• Uphold professional standards in all customer interactions.
Skills and Competencies
• Excellent written and verbal communication skills.
• Ability to manage and prioritise workload effectively in a fast-paced environment.
• Strong organisational skills with attention to detail.
• Customer-focused approach, with the ability to adapt to change and varying customer needs.
• Confident in delivering training via video calls, webinars, and screen-sharing tools.
• Collaborative mindset with the ability to work effectively across teams.
Experience and Qualifications
Essential:
• Experience in a customer-facing role, ideally in IT, customer success, or technical support.
• Previous experience supporting accounting or cloud-based software.
• Ability to work independently while managing multiple projects.
• Strong problem-solving skills and proactive approach to customer challenges.
Desirable:
• Experience using customer success or onboarding software platforms.
• Exposure to the construction, accounting, or related software sectors. •Project management/onboarding / CSM
Customer Onboarding Specialist Customer Onboarding · Newcastle Upon Tyne · in Maidenhead employer: Eque2 Ltd
Eque2 Ltd is an exceptional employer, recognised as a 'Great Place to Work' for three consecutive years, offering a supportive and positive workplace culture in Newcastle Upon Tyne. As a Customer Onboarding Specialist, you will benefit from a hybrid working arrangement post-probation, alongside opportunities for professional development and collaboration with dedicated teams, ensuring a rewarding career path in the thriving construction management sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Onboarding Specialist Customer Onboarding · Newcastle Upon Tyne · in Maidenhead
✨Tip Number 1
Familiarise yourself with Eque2's software and the construction management sector. Understanding the specific challenges and needs of customers in this field will help you demonstrate your expertise during interviews.
✨Tip Number 2
Prepare to showcase your communication skills by practising how you would deliver training sessions. Consider creating a mock training session to highlight your ability to explain complex concepts clearly and effectively.
✨Tip Number 3
Network with current or former employees of Eque2 on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which you can leverage in your application.
✨Tip Number 4
Demonstrate your problem-solving skills by preparing examples of how you've successfully handled customer issues in the past. Be ready to discuss these scenarios in detail during your interview to show your proactive approach.
We think you need these skills to ace Customer Onboarding Specialist Customer Onboarding · Newcastle Upon Tyne · in Maidenhead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer-facing roles, particularly in IT or technical support. Emphasise any experience you have with onboarding software or project management.
Craft a Compelling Cover Letter:In your cover letter, express your enthusiasm for the role and the company. Mention specific skills that align with the job description, such as strong communication skills and attention to detail, and provide examples of how you've successfully managed customer projects in the past.
Showcase Your Problem-Solving Skills:During the application process, highlight instances where you've effectively resolved customer issues or improved processes. This will demonstrate your proactive approach and ability to handle challenges, which is crucial for the Customer Onboarding Specialist role.
Follow Up:After submitting your application, consider sending a polite follow-up email to express your continued interest in the position. This can help keep your application top of mind and shows your enthusiasm for the role.
How to prepare for a job interview at Eque2 Ltd
✨Showcase Your Communication Skills
As a Customer Onboarding Specialist, strong communication is key. Be prepared to demonstrate your ability to explain complex concepts clearly and concisely. Use examples from your past experiences where you successfully communicated with customers or team members.
✨Highlight Your Problem-Solving Abilities
This role requires a proactive approach to troubleshooting. Think of specific instances where you've resolved customer issues or improved processes. Sharing these stories will show your potential employer that you're equipped to handle challenges effectively.
✨Demonstrate Your Organisational Skills
Managing multiple onboarding projects means you need to be organised. Discuss how you prioritise tasks and manage your time, especially in fast-paced environments. Providing examples of tools or methods you use can also be beneficial.
✨Familiarise Yourself with Their Software
Since the role involves guiding customers through software implementation, having a basic understanding of their products will give you an edge. If possible, explore their software before the interview and be ready to discuss how you would approach training customers on it.
