We are seeking a Client Onboarding Expert to support our new clients in adopting and mastering the [Platform Name] solution. As the Client Onboarding Expert, you will play a key role in customer satisfaction and retention by facilitating a seamless onboarding experience that ensures clients maximize the value of our platform from day one. A strong background in tech, advertising, or agency environments will be highly valuable for this role.

Key Responsibilities:

• Onboarding Management: Design and lead a structured onboarding process for new clients, which includes tailored training sessions, platform demos, and configuring client-specific settings to align with their needs.

• Training and Support: Host training sessions (webinars, online workshops, etc.) to guide clients through platform usage, explain core features, and share best practices.

• Client Engagement and Satisfaction Monitoring: Maintain regular contact with clients throughout the onboarding period to assess satisfaction levels, gather feedback, and proactively address any questions.

• Customizing the Client Experience: Tailor the onboarding journey based on each client’s objectives and expectations, identifying solutions and features that best address their unique needs.

• Internal Collaboration: Work closely with the sales, product, and support teams to ensure client requests are handled efficiently. Communicate client feedback to the product team to continuously improve the platform.

• Continuous Improvement: Analyze client feedback and data to assess the effectiveness of the onboarding program and identify areas for enhancement, implementing updates to improve the client experience.

• Experience: 2-5 years in onboarding, customer success, client support, or a related role, ideally within a SaaS company, tech environment, advertising, or agency sector.

• Communication Skills: Excellent written and verbal communication skills; ability to convey complex information in a clear and engaging manner.

• Customer-Focused Approach: Strong customer service orientation with the ability to understand client-specific needs and provide personalized solutions.

• Organizational Skills: Strong project management capabilities, able to coordinate and prioritize multiple client accounts at different onboarding stages.

• Technical Proficiency: Comfort with digital tools and SaaS platforms; experience with CRM systems and project management software is a plus.

• Industry Knowledge: Familiarity with the tech, advertising, or agency sectors is highly beneficial for understanding and anticipating client needs.

• Analytical Mindset: Ability to analyze client data to identify trends and opportunities for improving the onboarding experience.

• Fluent in english

Si votre candidature est retenue, voici le processus en 2 étapes :

1/ Entretien avec la RH (30 minutes)

2/ Entretien en personne ou par téléphone avec la Head of CSM (30 minutes)

3/ Entretien en personne avec un C-Level (30 minutes)