We are now looking to recruit a Client Onboarding Executive within our Customer Success function. This role is essential for ensuring a positive and effective customer onboarding experience across all SVP accounts. You will be responsible for the end-to-end management of the customer onboarding process within a SaaS business. This involves designing and refining the process to ensure it's efficient and aligns with the company's goals and objectives.

What we need

Further responsibilities will include: 

Pre-boarding:

• Ensure full understanding of the anchor member’s needs during acquisition by working closely with the New Business team.
• Accurate and timely account creation in advance of the kick off meeting.
• Collaborate with the Customer Business team on the anchor member’s Success Plan to align and drive throughout the onboarding experience. 

Onboarding process management: 

• Manage and deliver an end-to-end onboarding process, including iterations required to ensure effectiveness and alignment with the anchor member’s goals and objectives.
• Manage the kick-off meeting, including involvement of relevant team members within Customer Business and SV Success.
• Deliver relevant onboarding training to anchor members in an engaging and professional style.
• Deliver TOM System™ mapping and incorporate Strategic Consulting services where required.
• Introduce anchor member to the Pledge, and ensure Social Value delivery targets are set.
• Ensure the anchor member’s first project is created to include local jobs, local supply chain spend, volunteering, charitable donations, training and apprenticeship measures.
• Introduce customers to reactive support and additional services, supporting with clear transitions when required. 

Performance & monitoring:

• Regularly review and assess the customer onboarding process to identify areas for improvement. This may involve analysing data and feedback from customers to optimise the onboarding journey continually.
• Work closely with cross-functional teams, such as product development, sales, marketing, and customer support teams, to implement improvements to the onboarding process. Collaboration with these teams is essential to ensure a seamless transition from sales to onboarding and ongoing customer success.
• Ensure that all client interactions are of a high standard. This includes maintaining consistency in communication and delivering the services or solutions as per Service Level Agreements (SLAs).
• It's your responsibility to ensure that you consistently meet or exceed SLA targets. This involves monitoring performance, identifying areas for improvement, and implementing strategies to address any gaps.
• Keep records of the onboarding process, client interactions, and performance metrics. Regularly report to senior management on the progress and results of the onboarding process.
• Establish a feedback loop with customers to gather their insights and suggestions for improving the onboarding process. Use this feedback to drive further improvements.
• The onboarding process may need to evolve as the company's product or service offerings change. You should be flexible and adapt the onboarding process to meet these changing needs.

• Proven experience in a related area, for example Consulting, Onboarding, Customer Success, Implementations, Project Management, or Technical Solutions
• Experience with CRM systems for the effective management of client deliverables.
• The focus is on being a confident subject matter expert. A great example to others in terms of your outcomes and doing so consistently.
• You coach your team to deliver consistently high-quality work and achieve their best.
• You make sure cross-team priorities and dependencies are aligned and agreed by all teams involved.
• You actively facilitate and manage cross-team priorities, commitments, progress, and roadmaps, while delivering result.
• You apply good judgement in selecting methods and techniques for reaching solutions.
• You build and nurture strong working relationships at all levels and use communication skills to convince and motivate others.
• You collaborate with others by adjusting and aligning complex work to achieve greater outcomes with minimal guidance.
• You seek out and integrate concerns or disagreements into your perspective and plans.
• You're an influencer of the company's values across teams.
• You drive engagement across your teams, motivating people to do their best, develop their skills and achieve objectives.
• You lead authentically, facilitating social awareness and resilience across teams.
• You have specialised depth and breadth of expertise in own role family / department / product.

Social Value is at the heart of everything we do, which is reflected in how we reward our team. We provide opportunities to give something back through volunteer programmes, we offer flexible working to provide a healthy work/life balance, and we have a focus on health that helps you to feel your absolute best.

• Competitive salary of £28-38k base (depending on experience)
• Industry-leading initiatives in social value, including 6 paid volunteering days per year
• Access to a 24/7 EAP (for practical and emotional support including face-to-face counselling)
• 25 days of leave per year PLUS UK bank holidays AND your birthday off work!
• Annual increases to holiday after 3 years’ service (potential to have 39 days off per year)
• Flexible working including hybrid office days from either London or Manchester, remote working and flexible lunch hours
• Private medical insurance from day one
• £400 annual learning budget to support your ongoing growth and development
• Cycle to work scheme
• Electric vehicle scheme, allowing you to lease a brand-new EV through salary sacrifice
• Ethically invested pension scheme, matched to a max of 5%
• Enhanced parental leave
  1. 6 months fully paid Maternity, PLUS a 4 day week on full pay for 6 months on return
  2. 1 month fully paid Paternity
• Life assurance at 4 x salary
• A remarkable opportunity to join an ethically entrepreneurial business where you can make a real positive difference.

EDI & Belonging

We are working hard to create a representative and inclusive team, because we know that different experiences, perspectives and backgrounds make for a stronger and better workplace. To us, EDI is about more than words:

• 10% of our business are trained Mental Health First Responders.
• Our Inclusion Committee meets regularly to lead on inclusion initiatives.
• 60% of our decision-makers are female.

Social Value Portal is an equal opportunities employer. We actively encourage people from disadvantaged backgrounds to apply, including but not limited to those living with disabilities and those with prior convictions.

We leave no room to discriminate based on race, colour, religion or belief, gender, national origin, age, sexual orientation, marital status, disability or any other protected class.

Everyone is welcome; we celebrate and embrace diversity of being and thinking.