Onboarding Manager

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Role Description

As a member of our global onboarding team, you will support our customers in the EMEA region with realizing first value with ABC Glofox. You will be responsible for guiding customers through their onboarding, acting as a key resource, escalation point for platform queries, a trusted advisor and coach to ensure the customer is set up for success.

• Support customers through their Onboarding journey by driving product adoption, engaging key stakeholders and using a consultative, value driven approach to guide customers through their initial Glofox setup.
• Establish and maintain strong relationships with clients to identify needs and set appropriate expectations and objectives.
• Manage scope, timelines, and define roles and responsibilities to ensure all onboarding milestones are met.
• Collaborate with the Technical Implementation team to ensure successful migration of customer data during the setup phase of the journey.
• Act as a product & industry champion, leveraging known & learned best practices to provide exceptional support during the onboarding phase.
• Work with Sales team to understand key value drivers for newly signed customers and facilitate a smooth transition into the post-sale structure.
• Identify and escalate risks and work with leadership and other cross functional teams to overcome any barriers to onboarding.

Qualifications

• Bachelor’s degree or equivalent work experience
• 2-4 years of experience in a client facing role, SaaS experience highly preferred
• Basic knowledge of Microsoft Outlook, Teams, Word, and Excel
• Prior experience in onboarding a high volume (30+) or managing a large portfolio of customers (200+) is preferred
• Excellent written and verbal communications skills, including experience meeting with and presenting to internal & external stakeholders
• Outstanding organizational, scheduling and time management skills.
• Tech-savvy with the ability to quickly learn new products and explain them to others.
• High emotional intelligence and interpersonal skills, with a focus on achieving positive customer outcomes.
• Coachable, self-motivated, curious and resilient
• A natural desire to build meaningful partnerships and seek out creative solutions for customers

Requirements

• Proficiency in a second language
• Prior experience within a Health and Fitness technology SaaS company, or experience working within a health and fitness club or studio

Benefits

• Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
• Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
• Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe.
• Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
• Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
• Monthly reimbursement for your preferred health scheme
• EAP – we get you help when you need it. Period.
• Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
• And more! – so many benefits we couldn’t even fit them all here!