Onboarding Specialist

We're hard-working, enthusiastic and fun! Are you interested in a new challenge? Do you want to join a meaningful mission? If so read on!

Salary: £28,000-£35,000 

Location: Reigate or Manchester 

Job type: Full time  

 

About Us 

Infinity delivers call intelligence pioneered for business. We unlock clarity from the conversations companies  have with their customers. We are a cloud-based call tracking platform, and an integral part of the technology stack for marketing teams and contact centres across our extensive international client base.

Our journey started in 2010 when we identified the need for a call tracking product from over a decade of experience of managing paid search campaigns.

Following a steady, organic growth and a strategic investment, we now have a presence across five locations, including London, Manchester, and San Francisco.

Despite our continued growth we stick to a set of core values which we think makes us a great place to work and has made us the success that we are today, and the success we will be in the future. To be part of this inspiring team, you will need to have Impact in all you do, work smart, and be daring, fun and positive! In return you will get a great work environment, a set of colleagues like no other, and be able to build your skills and career with us.

Profile of Role

This position is to work closely with the Sales, Solutions, Customer Success and Support teams by being the main point of contact for our customers from an onboarding and implementation perspective, gathering customers unique requirements and managing various different stakeholders internally and externally.

As an onboarding specialist, you will support the critical early phase of the customer lifecycle, aligning internal and external stakeholders to effectively project manage a delightful yet timely onboarding experience for our new customers. You will be aiming to onboard each customer within the first two months of start date, of helping to speed up a customer’s time to first value and reducing RAMP (time to reaching expected customer billings). 

As an onboarding specialist, you will support the critical early phase of the customer lifecycle, aligning internal and external stakeholders to effectively project manage a delightful yet timely onboarding experience for our new customers. You will be aiming to onboard each customer within the first two months of start date, of  helping to speed up a customer’s time to first value and reducing RAMP (time to reaching expected customer billings).  

 

About You

We are seeking highly motivated and organised individual, who has an eye for detail and is able to manage and coordinate multiple projects. You will have a self-starter attitude and use initiative to collaborate with internal stakeholders and ensure more complex situations are addressed and actioned quickly. You will be metrics driven and eager to exceed onboarding targets. You are collaborative, detail orientated, solutions driven, with a passion for delivering an exceptional customer experience. You are a positive team player, who upholds Infinity values, professional integrity and is not afraid to challenge for the greater good. 

Responsibilities

  •  Lead the onboarding of new customers and other implementation projects for all CSM led accounts with a focus on speed of implementation and customer satisfaction
  • Gather requirements including all technical requirements and utilise Monday.com to build out a detailed project plan for each new customer
  • Work closely with the Sales, Solutions Support and CS team delegating relevant tasks as part of the onboarding project, ensuring there is follow up and regular communication with the customer
  • Engage with customer stakeholders to understand their business and technical goals for using Infinity
  • Conduct a detailed handover to the CSM once the project is complete, detailing any issues or outstanding tasks to be completed
  • Provide proactive suggestions to help improve the overall onboarding process, by providing feedback and looking at ways we can reach the first time to value quicker for our customers 


Key Skills 

  • Experience in onboarding functions or a project management style role, including strong knowledge of a reputable project management tool
  • Exceptional attention to detail, great at setting expectations, with excellent organization; project management; time management and communication skills
  • Time management and prioritisation skills which are linked to ‘work ethic’ & agility
  • Takes ownership of challenges whilst using own initiative and think ‘outside the box’ 
  • Strong written and verbal communication skills 
  •  Knowledge of most standard desktop software applications e.g. excel, word, outlook etc

Beneficial, but not essential

  • Experience in using Salesforce
  • Experience of call tracking systems
  • Experience of online marketing
  • Experience of SaaS business

 

Benefits you can enjoy

  • 25 days holiday (with the option to buy up to an additional 5 days per year)
  • Private single medical insurance
  • Employee Assistance Programme
  • Life Assurance (4x Salary)
  • Enhanced Maternity and Paternity Pay
  • Tech Scheme Loan (of up to £2,000 per year)
  • Ride to Work Scheme
  • Season Ticket Loan
  • Dedicated annual company and team social budget 

At infinity, our aim is to be the best call tracking provider in the world and to do that we welcome our employees with open arms and create an environment where you can bring your best self, every day! Infinity is proud to be an equal opportunity workplace, we believe that diversity and inclusion among our incredible workforce is critical to driving our success and helping us achieve our ambitious targets! Our mission is to recruit, develop and retain the most talented individuals, each with their own story to tell.

We usually respond within three days

Or, know someone who would be a perfect fit? Let them know!

RH2 9AQ
RH2 9AQ Reigate Directions HR@infinity.co View page

Manchester

One St Peter's Square
M2 3AE Manchester Directions View page

The Perks!

  • Health & Family

    Private Healthcare, EAP, Life Assurance (4x Salary)

  • Learning & Development

    Full product training, general training and other L&D opportunities

  • Team Building

    Monthly or quarterly events, team trips, and Friday beers

  • Socials

    Summer and Christmas parties, and frequent gatherings

  • Free Refreshments

    Breakfast Club, fruit, snacks, and celebratory pizza deliveries

  • Communication

    Monthly company updates

Why work for us?

We have a welcoming culture which will make you feel at home from your first day. Your assigned buddy will be with you throughout your journey. Our vibe is fun mixed with passion and dedication, we truly are a work hard, play hard team.

Already working at Infinity?

Let’s recruit together and find your next colleague.

email
@infinity.co
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