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
