Onboarding Partner - EMEA

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It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Job Description

INTRODUCTION:  

As a member of our global CX team, you will support our customers in EMEA with realising first value with 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. The successful candidate will be an ambitious, customer-centric individual who can work cross-functionally to highlight, prioritize and seamlessly guide a customer through setup while maintaining a high level of engagement and managing blockers along the way. This is a crucial hire for Glofox in EMEA as we scale up to meet the needs of our growing customer base. The individual will have the opportunity to work closely with regional leadership to drive overall success in the onboarding function.

WHAT YOU’LL DO:    

• Support customers through their Onboarding journey by driving product adoption, engaging key stakeholders and using a consultative value driven approach to guide customers seamlessly through their initial Glofox setup.

• Drive improved results for KPIs including time to onboard, # of customers onboarded, retention, client engagement & product adoption

• Collaborate with the Technical Implementation team to ensure successful migration of customer data during the setup phase of the journey. Supporting with communication and stakeholder engagement throughout.

• Act as a product & industry champion, leveraging known & learned best practices to unblock challenges 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.

• Leverage Enablement & Product Marketing materials to support customers with training & product adoption. Harnessing the power of personalised messaging and value proposition to drive higher interest and adoption of features during the setup phase.

• Work with management to create feedback loops, ensure alignment and drive optimisation between onboarding and other departments

WHAT YOU’LL NEED:

• Bachelor’s degree with evidence of high achievement in academics and extracurriculars.

• A total of 5+ years of relevant experience, with 2+ years' experience in SaaS Onboarding, Account Management or Customer Success

• Prior experience in onboarding a high volume (30+) or managing a large portfolio of customers (200+) with performance and retention based KPIs

• Excellent written and verbal communications skills, including experience meeting with and presenting to internal & external stakeholders

• Outstanding organisational, scheduling and time management skills.

• High EQ/interpersonal skills in working with diverse stakeholders and a willingness to strive for positive customer outcomes

• Coachable, self-motivated, curious and resilient

• A natural desire to build meaningful partnerships and seek out solutions for customers

AND IT’S GREAT TO HAVE:

• Prior experience within a Health and Fitness technology SaaS company, or experience working within a health and fitness club or studio.

• If you have previously managed a portfolio of customers with retention or expansion KPIs, that would be a huge plus.

• Finally, prior supervisory or management experience would be fantastic as we are always looking for the next wave of leaders in our organization!

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!