UK Onboarding Specialist

at  Famly

We are looking for an Onboarding Specialist to join our UK team! As an Onboarding Specialist, you play a pivotal role in efficiently onboarding smaller customers to the Famly platform and ensuring a positive experience. You also collaborate with internal teams to automate and optimize the onboarding process.
The role entails delivering personalised training and resources to new customers during the onboarding process, whilst also addressing customer inquiries and concerns, providing timely solutions and support. Our Onboarding Specialists design and implement processes to streamline the onboarding, working with customer data to continuously enhance efficiency and the customer experience.
You’ll be working closely with 3 other teammates who support the UK market. Together, you’ll make sure that all customers have a first-class experience starting using Famly. You’ll collaborate with our Customer Advisors who provide exceptional support to all our customers, as well as our Key Account Managers, who handle the accounts of the larger organisations using Famly.

WHAT YOU’LL BE DOING:

• Conduct virtual onboarding sessions and customised training meetings for new customers
• Promote feature adoption to help customers maximize value from the Famly platform
• Identify opportunities for upselling and follow up to drive additional value
• Build customer loyalty and actively work to reduce churn rates
• Gather and relay customer feedback to the product and development teams
• Manage customer subscriptions

YOU’LL THRIVE IN THIS ROLE IF YOU ARE/HAVE:

• Strong verbal and written communication skills
• Able to explain complex topics simply
• Tech savvy and comfortable learning new systems and tools
• Innovative and quick at coming up with creative solutions and effective ways to guide customers
• Excellent interpersonal skills, both when engaging with customers and collaborating with colleagues
• Service-minded, patient and truly interested in providing a great customer experience
• Able to work with data analysis
• Have experience in or passion for the Early Years childcare industry