Customer Onboarding Executive

Location: Remote or hybrid (Stonehouse, Gloucestershire)

Salary: Up to £30k Basic + up to £2k Performance Bonus + Outstanding Benefits

Experience: 1-2 years' relevant experience

Other Benefits: Private medical insurance, team away-days, monthly team breakfasts, mobile phone allowance, quarterly Amazon vouchers, £1000 annual professional training budget of your choice, extra day holiday on your birthday.

The Role: Sitting within our wider Customer Success team, the mission of our Professional Services team is to receive 5 star feedback whilst implementing new client projects on time and on budget, supporting seamless delivery of our software solutions. This role is an excellent opportunity for someone early in their career who is looking to develop their skills in a fast-paced, client-facing role. You will work alongside our Senior Professional Services Manager to take on specific duties for client implementations. Initially we envisage these duties to be in a supportive role, but increasing in responsibility as you develop your abilities and knowledge.

New client implementations can range from a few days to a few weeks, with the deliverables pre-agreed between the client, our Sales team and our Professional Services team. Such deliverables typically include working within the Market Dojo solutions to build templates, establish user permissions, import data, create workflows and enable integrations across our software ecosystem including partners. Other deliverables can include user training, creating specific training materials and providing a degree of hand‐holding to new clients as they start to use our solutions. The role has many avenues to develop a career path into more seniority and greater responsibilities, including potential opportunities to work overseas.

What You'll Work On:

• Become an expert in the use of our products to set clients up correctly.
• Interpret client needs and map these to specific features within Market Dojo.
• Contribute to the development and execution of client project plans, timelines, and deliverables by supporting the team to foster long‐term client relationships and ensuring client satisfaction.
• Participate in client meetings, workshops, and training sessions, ensuring high‐quality communication and understanding of client requirements and compliance with company policies.
• Adhere to project deadlines and raise any potential issues to your manager at the earliest opportunity.
• Work alongside the Sales team to review Professional Services Statement of Works included within client proposals.
• Use screen sharing and communication technologies to train clients.
• Create and improve training materials and support resources.
• Provide post‐implementation support and assist with ongoing client inquiries or issues.
• Create reports on behalf of our clients using tools such as PowerBI and Excel.
• Share product improvement ideas in line with client requirements.
• Identify opportunities for process improvements and suggest enhancements to internal workflows and tools.
• Record all information in our relevant systems to help us scale.
• Although this role will focus on the implementation of new clients, you may also contribute to their ongoing success and other ad hoc pieces of work at any stage of their journey with us.

About You:

• 1-2 years of prior experience in any comparable role in Customer Success / Software Implementation / Professional Services / Solution Consulting / Project Administration / Technical Support.
• 1-2 years' experience of working with SaaS solutions or cloud technologies.
• Attention to detail and flexible mindset are essential.
• Basic understanding of project management principles.
• Energetic, self‐motivated and well organised, with a passion for technology and, above all, customer success.
• A quick learner with the willingness to gain a solid understanding of procurement.
• Ability to operate in a consultative manner, demonstrate good listening skills to understand clients' needs, not being afraid to ask for clarification in order to find the optimal solution.
• An analytical and curious brain that finds answers in a sea of data.
• Ability to work well in a team and independently, with a strong sense of accountability and initiative.
• Demonstrated ability to build strong relationships across all levels of seniority.
• Excellent written and oral communication skills.
• Own a car with a clean and valid driving licence.
• Eligible to work in the UK.
• Fluency in English is a must, whilst other languages are welcomed.

We believe in four key ideologies: being collaborative, transparent, agile and having fun.