Onboarding Specialist

Overview

Join a leading design and marketing software company as they revolutionize how businesses connect with their audiences. As an Onboarding Specialist, you’ll play a pivotal role in empowering new customers to unlock the full potential of the platform, driving their success and fostering long-term growth. You will be the trusted advisor guiding customers through their initial journey, ensuring a seamless onboarding experience and setting the stage for lasting partnerships.

This is a 12-month contract, offering £126.27 per day (PAYE) – 37.50 hrs/week. 

Be a catalyst for customer success, shaping their initial experience and setting them on a path to long-term value. You’ll collaborate closely with customers, understanding their unique business objectives and tailoring onboarding plans to meet their specific needs. Your expertise will be essential in helping customers integrate the platform into their marketing technology stack, ensuring they can leverage its full capabilities. You’ll also proactively identify and mitigate risks, ensuring a smooth and successful onboarding process. This is your chance to make a tangible impact on customer satisfaction and contribute to the growth of a cutting-edge marketing platform.

Responsibilities:

• Monitor onboarding progress for new customers, ensuring rapid value realization and long-term success.
• Define clear business objectives with customers and develop tailored onboarding plans.
• Adapt processes to provide personalized onboarding experiences that cater to individual customer needs.
• Foster a positive and inclusive team environment built on collaboration, customer empathy, and equality.
• Become a platform expert, providing guidance and support to customers.
• Recommend relevant services and partners to help customers achieve onboarding and implementation milestones.
• Collaborate with customer tech teams to seamlessly integrate the platform into their marketing tech stack.
• Track and achieve key implementation milestones, ensuring projects stay on track.
• Proactively identify, document, and escalate potential implementation risks.
• Deliver comprehensive training and progressive guidance throughout the implementation and launch process.
• Partner with cross-functional teams to optimize customer handoffs and enhance the overall customer experience.
• Mentor new Onboarding Specialists, sharing your knowledge and expertise.
• Proactively identify customer risks and successes, proposing solutions and mitigation strategies.
• Build and nurture relationships with key decision-makers and stakeholders.
• Engage customers in strategic conversations to maximize their return on investment.
• Identify and qualify opportunities to expand platform adoption within your customer base.

Must-Have Qualifications:

• Experience in marketing/advertising campaigns and strategy (preferably digital or display advertising).
• Experience in a customer-facing role (e.g., B2B Marketing Sales, Customer Success, Account Management).
• Proven experience managing onboarding and implementation activities for product/service adoption.
• Solid understanding of Marketing Technology (MarTech), ideally with experience using MarTech platforms.
• Strong track record of managing a portfolio of accounts and driving client adoption.
• Business acumen combined with consultative, problem-solving, and issue-resolution skills.
• Demonstrated ability to build relationships, manage expectations, and escalate issues effectively.
• Exceptional interpersonal skills, including the ability to discuss technical details and business strategy with diverse audiences.
• Patience and enthusiasm for explaining complex concepts clearly and concisely.
• Entrepreneurial mindset, thriving in a balance of independence and accountability.
• Strong listening skills and adaptability to meet evolving business objectives.

Nice-to-Have Qualifications:

• HTML/CSS experience
• Experience working with self-service SaaS solutions
• Experience in a team-oriented, collaborative environment
• Multilingual proficiency in one or more major European languages
• Understanding of the platform and its features
• Knowledge of the market and competitive landscape
• Familiarity with CRM and Customer Success platforms

The shortlisted candidates will be contacted by Tue 20th May. 

About Aquent Talent:
Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.
Our eligible talent get access to amazing benefits like paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!
Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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