At a Glance
- Tasks: Lead the onboarding process for SME and Mid-Market clients, ensuring successful launches.
- Company: Dynamic company in London focused on customer success and collaboration.
- Benefits: Inclusive work environment, career growth opportunities, and a vibrant office culture.
- Other info: Join a fast-paced team and thrive in a start-up atmosphere.
- Why this job: Make a real impact by creating world-class first impressions for clients.
- Qualifications: 2+ years in B2B roles, strong organisational skills, and a collaborative mindset.
The predicted salary is between 35000 - 45000 £ per year.
We’re looking for an Onboarding Executive to join our London-based Customer Success team. You will lead the end-to-end onboarding process and pipeline management for our high volume SME and Mid-Market segments, and be responsible for the ‘golden moment’ – the critical period between a contract being signed and a scheme successfully launching. This role is focused on ensuring a world‑class first impression and high initial engagement.
You will work in a high-impact partnership with a team of Account Executives: you own the pipeline, timelines, and launch execution, while the Account Executives maintain the long-term relationship and commercial success. This role is based in our Oxford Circus office, minimum x2 days per week.
Responsibilities- Manage the onboarding pipeline for SME and Mid‑Market accounts, ensuring every client moves from ‘signed’ to ‘launched’ successfully.
- Collaborate closely with Account Executives, Implementation, and Business Development to facilitate a smooth handover and successful launches.
- Drive the customer‑facing launch plans and deliver high‑impact engagement activities (comm plans, webinars, engagement events).
- Establish, document, and constantly improve the onboarding playbook to ensure scalable and repeatable success.
- Proactively analyse data to identify and implement experience and process improvements through better materials, automation, and self‑serve resources for clients.
- Become an expert on our salary sacrifice scheme, delivering timely client education and unblocking any challenges.
- 2+ years of B2B customer‑facing experience, in onboarding, project management, account management, or another relevant role.
- Highly organised and efficient with the ability to manage a high volume of tasks simultaneously without losing attention to detail.
- Comfortable using data to tell a story and drive decision‑making.
- A ‘Back Each Other’ mentality – you thrive in a collaborative model and enjoy working across teams to deliver a great outcome.
- Confident communicator, with the ability to engage, excite and instil confidence in diverse audiences.
- A start‑up mindset – you are adaptable, excited by the challenge of solving problems, improving v1 processes and navigating a fast‑paced environment.
If this sounds like you then we’d love to hear from you. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
Onboarding Executive employer: Octoenergy
Join our dynamic Customer Success team in the heart of London, where we prioritise a collaborative and inclusive work culture that fosters personal and professional growth. As an Onboarding Executive, you'll play a pivotal role in shaping client experiences, supported by a team that values innovation and teamwork. With opportunities for continuous improvement and a commitment to employee development, this is a place where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Onboarding Executive
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Octoenergy. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Octoenergy before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Onboarding Executive
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Octoenergy:Your cover letter is your chance to shine! Tell us why you want to work at Octoenergy specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Octoenergy!
How to prepare for a job interview at Octoenergy
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
