UK Onboarding Specialist

We are looking for an Onboarding Specialist to join our UK team. The role is to be based in Leicester, London or Copenhagen. 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 to drive the overall impact on the UK SMB market. Together, you’ll make sure that all customers have a first-class experience starting using Famly. You’ll collaborate closely with the Customer Success team as well as with our Customer Advisors who provide exceptional support to all of our customers.

What you'll be doing:

• Conduct virtual onboarding sessions and customised training meetings for new and existing customers
• Promote feature adoption to help customers maximise value from the Famly platform, as well as educate customers on Famly’s tools and features to ensure that they derive maximum value from the product
• Identify opportunities for upselling and follow up to drive additional value
• Build meaningful relationships with decision-makers and key stakeholders
• Proactively work to mitigate churn risk and identify opportunities for growth by analysing client usage patterns and conducting regular check-ins to assess client satisfaction and addressing any concerns
• Gather and relay customer feedback to the product and development teams
• Collaborate with sales, success, advisory, and product teams to deliver seamless experiences to the customer
• Manage customer subscriptions and maintain accurate records of interactions, opportunities, and client health in the CRM
• Stay informed about industry trends and competitor offerings to provide value insights to customers.

Who you are:

• A team player: You know that the team is crucial for personal success. You always go above and beyond to support your teammates, and expect the same of them. You are a strong team player, eager to help others succeed
• Focused on the customer: You genuinely care about understanding and solving client challenges
• A relationship builder: You excel at creating lasting partnerships based on trust and mutual value. You are friendly, approachable and calm, with a professional yet informal communication style
• Results-oriented and ambitious: You thrive on achieving goals and driving success for clients and the business. You are ambitious and committed to both your own personal development as well as the growth of Famly
• Adaptable, proactive & resourceful: You remain calm and effective in dynamic, fast-paced environments. You anticipate needs and find creative solutions
• Positive: You bring energy and enthusiasm to your work, inspiring confidence in your clients and teammates.

Skills that will serve you well in this role:

• Experience onboarding customers in a SaaS company
• Excellent interpersonal and communication skills, both when engaging with customers and collaborating with colleagues
• Able to explain complex topics simply
• Tech saviness and comfortable learning new systems and tools
• Data oriented in all that you do and able to work with data analysis
• Innovative and quick at coming up with creative solutions and effective ways to guide customers
• Service-minded, patient and truly interested in providing a great customer experience
• Experience in or passion for the Early Years childcare industry
• Detail-orientation, with a proactive and structured approach to your work

We appreciate that everyone brings something unique, so even if you don’t tick every box above, we’d still love to hear from you.

Who we are:

It all began when our co-founder Henrik’s daughter was ready to start at daycare. He couldn’t believe the amount of work being done on paper - and how distant he felt from his first child during the day. With his friend, our co-founder and CEO Anders, they set about solving that.

These days, the 185 of us building Famly are trying to do two things for our 3,200 customers:

• Giving children the best possible start to life.
• Championing the vital work that goes into making that happen.

We do that with software that brings hundreds of thousands of parents closer to their child’s day while they’re away from them. We also make financial, pedagogical, and planning tools for more than 34,000 childcare professionals, saving them hours and reducing their admin stress.

Ultimately, that gives them more time and headspace for the little ones that really matter. Come along and help us make that happen.

The interview process looks like:

• Interview with Neeta, the team's People Partner
• Rational thinking test
• Skills test
• Onsite or online interview with Jakob (the Manager for the team) and presentation of your response to skills test

You’ll love working here because of:

• We’re all about hiring clever people who are good humans too. It means Famly is full of top thinkers and generous teammates waiting to help you shine.
• A clear career framework and coaching to make sure you’re growing, annual $1000 personal development budget and a ‘We’ll buy you any book you want’ policy.
• Our company value of ‘make your colleagues shine’ is all about breaking down silos, celebrating one another, and staying connected across departments, offices, and oceans.
• We like to give a lot of ownership both in terms of responsibility and freedom to try new, challenging tasks.
• Top-notch work equipment (including noise cancelling headphones for those focus periods!).
• Social activities and team fun!

We're excited to meet our new colleague, so get your application in today by sending us:

• Your CV
• And a brief message about why you should be the newest member of our team!

Please note that we invite for interviews on an ongoing basis, so don’t hesitate with sending your application.

We can’t wait to hear from you!

Famly is committed to creating a more diverse, equal, and inclusive workforce, building teams that represent a variety of backgrounds, perspectives and experiences. It is a fundamental policy at Famly to not discriminate on any basis or characteristics and celebrate diversity. Everyone is welcome and encouraged to apply.