At a Glance
- Tasks: Lead customer onboarding and implementation, ensuring a smooth journey from signature to go-live.
- Company: Join Sequence, now part of Intuit, and be at the forefront of innovation.
- Benefits: Fast-paced environment with opportunities for growth and impact.
- Other info: Embrace uncertainty and thrive in a hands-on, collaborative team.
- Why this job: Shape the future of onboarding in a dynamic, early-stage company.
- Qualifications: 2+ years in a technical role; strong communication and problem-solving skills.
The predicted salary is between 63000 - 77000 £ per year.
We’re looking for an Onboarding Manager / Product Specialist to join Sequence (now Intuit) and become the beating heart of our customer's product and implementation journey. Working closely with our Product, GTM and Engineering teams, you'll help us build and scale our customer onboarding playbook, with all the thrill and pace of building from scratch, and the resources to grow quickly to become a category leading revenue automation platform, now with the backing of Intuit. You’ll help Sequence scale, be responsible for developing and executing global strategies for our most important external partners and build a world class implementation function.
What you'll do:
- Manage the customer implementation lifecycle from signature to go-live.
- Translate complex customer pricing models into the Sequence data model.
- Deliver expert guidance and support to customers on how to accelerate their onboarding and optimise their usage of the Sequence platform.
- Become a trusted source of product feedback for our product and engineering teams as the frontline operator working with customers every day.
- Build the playbook and scale our onboarding and product specialist team right next to our C-level team.
Who you'll be:
- 2+ years of experience in a technical or analytical role such as implementation management, solutions engineering, product or data analysis within a high growth environment.
- Technical background - STEM degree and/or experience working with highly analytical products or teams, or demonstrated technical side projects.
- Energised by taking ownership of problems and moving at lightning speed to deliver customer value at every opportunity.
- Strong communications skills and attention to detail.
- Comfortable communicating and building relationships with technical and non-technical stakeholders.
This is a great fit if you...
- Enjoy being hands-on with customers and detailed product implementations.
- Want to work as part of a small, fast-moving team.
- Comfortable with uncertainty and lack of structure, you will be a central part of building our implementation function and with that, comes the need to navigate difficult but highly impactful business decisions.
- Want to work on something new. The biggest product and company decisions still lie ahead of us.
- Enjoy the uncertainty and unpredictability that comes with an early stage company.
- Are happy to learn deeply about our customers, the problems they face, and work with them to figure out solutions.
- Eager to step beyond your role at times to provide critical customer feedback to Product & Engineering.
This won’t be the right role if you...
- You require established, longstanding templates and structure to be provided for you. We are at scrappy stage where everyone is hands on with testing and iterating on best practices for our customer onboarding journey.
- You prefer a slower pace. We're tackling real problems for our customers today, so we need to move quickly.
- You are uncomfortable with being pulled across multiple, fast-paced customer projects at once, often with detailed requirements and varying degrees of complexity.
The Interview Process:
We're moving very fast and are ready to act quickly to introduce top talent to our team. Our interview process has been optimised to provide a quick decision-making process, so you can quickly get up and running with our team if there is a mutual fit.
- 45-minute intro and product assessment call with Hiring Manager Enda.
- 30-minute role fit with our Product Manager Killian.
- 30-minute cultural fit call with Riya.
Onboarding Manager in London employer: Sequence HQ Ltd
At Sequence, we pride ourselves on being an exceptional employer that fosters a dynamic and innovative work culture. As a Customer Success Manager, you'll be part of a fast-paced team where your contributions directly impact our customers' success and the company's growth. With ample opportunities for professional development and a collaborative environment, you will find yourself surrounded by talented individuals who are passionate about redefining the B2B finance landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Onboarding Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sequence HQ Ltd. 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 Sequence HQ Ltd 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 Manager in London
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 Sequence HQ Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Sequence HQ Ltd 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 Sequence HQ Ltd!
How to prepare for a job interview at Sequence HQ Ltd
✨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.
