Customer Success Onboarding

hace 2 semanas

Barcelona, España Preply A tiempo completo

Preply is a global language learning marketplace, connecting 50,000+ tutors with millions of learners from all over the world. Since the company launched in 2012, students have signed up to more than 15 million lessons.

**Join Preply Business**:
Preply recently launched a Business solution that is growing exponentially and that should represent a substantial part of our business in the coming years. We offer companies a flexible and effective way to upskill their employees and give them more confidence with languages.

We are seeking an experienced and dynamic manager to lead our Customer Onboarding and Operations team. You will:

- Oversee a team of onboarding specialists and ensure a seamless and efficient onboarding experience for our customers.
- Play a crucial role in optimizing and streamlining operational processes related to customer onboarding and customer experience.

**What you'll be doing**:

- Lead and manage a team of customer onboarding/operations specialists, providing guidance, support, and performance management.
- Foster a positive and collaborative team culture, promoting open communication, knowledge sharing, and continuous improvement.
- Set clear performance expectations and KPIs for the team, tracking and evaluating their performance regularly.
- Develop and implement an effective customer onboarding strategy, ensuring that it aligns with the company's goals and customer success objectives.
- Develop and implement an efficient way of operationalizing some of the time consuming back office tasks like account set up, adding/deleting users, account refills.
- Work closely with Product to productize some of the routine operational tasks
- Develop efficient ways to ensure Data accuracy of utilization and adoption metrics.
- Collaborate with cross-functional teams, such as Sales, Customer Success, and Product, to ensure smooth handoffs and alignment throughout the onboarding process.
- Oversee the end-to-end onboarding process, from customer engagement to successful first time to value, ensuring a seamless and positive experience for our customers.
- Design and implement streamlined operational workflows and standard operating procedures (SOPs) to optimize the onboarding process and over a period of time, reduce the operational overheads on the team.
- Develop and deliver training programs for onboarding specialists, ensuring they have the necessary knowledge and skills to effectively onboard customers.
- Track and analyze key metrics and performance indicators related to onboarding efficiency, customer satisfaction, and time-to-value.

**What you need to succeed**:

- Bachelor's degree in business, marketing, or a related field.
- Proven experience in managing and leading customer onboarding and Operation teams, preferably in a SaaS or technology-driven organization.
- Strong understanding of customer onboarding/Implementation processes and best practices.
- Excellent leadership and people management skills, with the ability to motivate and develop a high-performing team.
- Familiarity with tools like Salesforce, Catalyst, Gainsight etc.

**Why you'll love it at Preply**:

- An open, collaborative, dynamic and diverse culture;
- A competitive financial package with equity, leave allowance and health insurance;
- Access to free mental health support platforms;
- A flexible set-up in Barcelona with the option of paid relocation;
- The opportunity to shape the lives of learners and tutors through language learning and teaching in 175 countries (and counting)

**More about Preply**:
At Preply, we focus on doing better every day - pushing the limits of what we know is possible. And we know our purpose is strong. We're re-engineering education, providing outstanding experiences for our global community of language learners and building authentic connections across the world.

Propelled by a tenfold increase in revenues over the last three years, thanks to our best-in-class consumer and b2b products, **Preply is now leading the online language tutoring segment globally and has 400+ employees of over 50 nationalities based across Barcelona, Kyiv and the US**. We do extraordinary things at Preply - and we want you to join us. If you're committed to curiosity, love experimentation and relish the challenge of exploring new ideas, then it's time we said: Welcome to The World Class.

**Our values**:

- **Human**: We embrace diversity by fostering inclusive environments where people feel respected and safe to express their opinions.
- **Hungry**: We make bold, data-informed decisions to deliver high-impact solutions for our customers.
- **Humble**: We experiment continuously by staying open to being challenged, learning from failures and making data-informed decisions.
- **Hackers**: We learn by doing, focus on things that matter and move with incredible speed to create simple, creative, and scalable solutions;
- **Curious**: We thrive on facing challenges, diving deep to identify root causes and un

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