Senior Onboarding Specialist, Turtl
Salary not provided
Senior level
London
Content automation platform
Job no longer available
Content automation platform
101-200 employees
B2BMarketingContentSaaSAutomation
Job no longer available
Salary not provided
Senior level
London
101-200 employees
B2BMarketingContentSaaSAutomation
Company mission
Turtl's mission is to help communicators realize their full potential and become everyone's preferred way to tell their stories.
Role
Who you are
- You have at least 5 years of experience in a customer facing role. Proven experience in a customer-facing role, preferably in onboarding or customer success
- You have previous line management experience. Strong leadership and management skills with the ability to coach and inspire a team
- You are passionate about providing high levels of customer service and training and have a desire to constantly improve. A customer-centric mindset with a passion for delivering exceptional service
- You are an excellent communicator who is able to communicate and influence stakeholders at all levels
- You have great problem solving skills and are solutions-focused
- You have strong attention to detail skills
- You have great project management, organisation and prioritization skills
- You have an appetite to learn quickly, ask for feedback, contribute new ideas, and understand the bigger picture to deliver value to the business
- You are able to work collaboratively, share insights and knowledge to support others around you
What the job involves
- Reporting into the Head of Customer Success you will support our customers by providing a comprehensive onboarding experience to ensure that the customer gets off to a flying start with Turtl and maximizes the value they see
- The goal is to inspire, excite and motivate customers by showing them just how great content produced in Turtl can be
- You will work closely with our clients to understand their goals and success measurements for the pieces of content they want to produce in their first 3 months
- This will typically involve training users on the tool and helping them create, publish and analyze the performance of their content within Turtl. Sometimes you may need to create a bespoke onboarding plan to meet the customers' needs
- As users interact with the Turtl platform, we capture a variety of activity metrics to help us see who's really engaged and who's usage is waning
- Your responsibility will be to understand each customer and their objectives for Turtl, analyse the engagement metrics from users, to monitor usage levels, flag low adoption and make successful interventions to get people back into the tool and using our software successfully
- As a Senior Onboarding Specialist you’ll also work closely with the Head of Customer Success and contribute to the overall strategy for the Onboarding Team
- Not only will you offer ideas for improvement and change, particularly in the area of scalability but you will also willingly take responsibility to define certain changes
- You will assist with the deployment of certain changes or aspects of the strategy to ensure this can be implemented in a coordinated approach across the team
- You will also be responsible for monitoring and reporting the overall success of the onboarding programme
- You’ll be expected to help identify existing challenges and potential improvements to the onboarding experience and team operations and to raise these with the Head of Customer Success
- You will be asked to provide supportive line management and leadership to a number of Onboarding Specialists, ensuring that they deliver the same high level onboarding experience to each of their customers
- You’ll be responsible for ensuring that your line reports keep Vitally updated with the progress of each onboarding and are tackling customer projects who fall behind quickly to bring them on track
- As a senior member of the team you will be a role model to your colleagues. This is in relation to not only the role of an Onboarding Specialist , where you will always remain customer centric, driving best practice with your customer base, but also with your general approach to team collaboration and your motivation to make improvements
- You’ll encourage and motivate your teammates to share ideas and implement change and will escalate any concerns you become aware of so that they can be addressed appropriately and in a timely manner
- You will lead, coach, and inspire a team of Onboarding Specialists, ensuring they deliver a high-quality onboarding experience for all customers. You'll drive performance by overseeing timely updates on Vitally and ensuring swift action on any delayed customer projects
- As a senior team member, you'll be a role model in customer-centric best practices, team collaboration, and continuous improvement. You'll motivate your team to share ideas, implement changes, and promptly escalate concerns for timely resolution
- Provide supportive line management to a number of Onboarding Specialists, hosting regular 121s, performance reviews and coaching sessions
- Track and report the success of the onboarding program, identifying key trends, potential improvements, and opportunities to streamline the overall process
- Collaborate with the Head of Customer Success to set team objectives on a quarterly basis
- Represent the onboarding team across the business and support company wide initiatives
- You will be responsible for delivering and monitoring onboarding (typically up to 3 months) for a portfolio of customers. This will include managing the customer relationship from the point of sale through successful implementation and onboarding completion
- Understand the customer requirements for the product and ensure that the customer’s onboarding plan will help them achieve their goals
- Guide, support, and assist customers to ensure maximum product adoption
- Respond to customer emails, chats, and calls regarding implementation
- Conduct video and phone calls to provide comprehensive support during the onboarding process
- Be a Turtl expert and discuss or educate on any nuance of the product internally and externally
- Develop and implement rescue plans for customers falling behind in onboarding, ensuring they get back on track and complete on time
- After onboarding you will transfer your customer relationships to a customer success manager. Facilitate a smooth transition of customer relationships to a Customer Success Manager upon completion of the onboarding process. Ensure the Customer Success Manager is fully briefed on the customer’s goals, progress, and any specific needs or challenges. Provide ongoing support during the handover to guarantee continuity in customer care and satisfaction
- Work closely with sales, product, and support teams to ensure that each piece of the journey meets customer expectations
- You will help create repeatable processes, resources, and frameworks to use when onboarding customers
Salary benchmarks
Our take
Working on a research management project with psychology professionals at the University of Oxford made Nick Mason, the co-founder, realise that most companies market themselves in ways that go against how we absorb and remember information.
As a solution to this problem, he founded Turtl - a content creation software that uses psychological principles to help companies create engaging and impactful content. The startup differentiates itself in the market through its psychology-based digital format that is scientifically proven to increase reader engagement by over 70%, which leads to better marketing outcomes at a fraction of the cost.
Turtl aims to maintain its competitive advantage by constantly innovating and developing its software to provide better marketing and sales results. For example, in 2022 it launched a new tool that allows companies to customize content at scale based on the interests and needs of the target audience.
The startup was founded in 2014 and has opened up a US and UK office since then. Turtl generates over $1.5M in revenue per year and it counts Toyota, Cisco, Allianz, Baker McKenzie, and T. Rowe Price among its clients.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Top investors
Company
Funding (1 round)
Sep 2021
$16.3m
SERIES A
Total funding: $16.3m
Company benefits
- Flexible working - We operate a hybrid working model, with the option to work with teams based in several locations
- Pension - UK employees will be auto-enrolled into our company pension scheme provided through Aviva. US employees will be enrolled into 401 (K) after 6 months
- Life insurance - UK employees are provided with 4x basic annual salary if the worst were to happen. US employees have Life Insurance, Health, Dental Care and Eye cover
- Well-being - We have third party experts on hand to support with family care, money management, bereavement, stress, health and wellbeing
- Training - We have a range of courses, online learning and webinars to help you develop your skills
- Team socials - We organize top-notch company socials that are enjoyable for everyone
- Share options - All our permanent employees receive share options
- Extra time off -Everybody is entitled to a day off each year on their birthday
Company HQ
Spitalfields, London, UK
Leadership
Nick Mason
(CEO & Chief Storytelling Officer)Previously was a developer at Tutt and then founded Turtl in 2014.
Mark Sallows
(Advisor)Previously founded Pointer in 2006. Since then has been Chairman of Fry, Non-Executive at Greengage Environmental and also Howoco. They co-founded Turtl, and served as CEO until 2016.
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