Onboarding Executive

Aareon is the leading provider of SaaS solutions for the European property industry. With our software, we digitise and connect the industry and support our clients in optimising processes and acting more sustainably. Our solutions address the major challenges of our time: climate change, housing shortage and skills shortage.

We value a working environment in which diversity and flexibility are appreciated, cooperation in partnership and mutual support in the team are a matter of course and learning is perceived as an opportunity.

Become part of our international team! Become part of #OneAareon! We are looking forward to meeting YOU!

Salary Range: £30,000

Work Location: (Hybrid) London or Manchester

Hours per week: 35

Contract type: Permanent

Our customers love Fixflo and we are having a blast growing our customer success efforts and culture to ensure that every customer is able to achieve their business outcomes through the use of our platform. We are looking for someone who brings their passion for Onboarding to work every day and owns the SMB Onboarding customer experience for our largest customer segment.

The SMB segment contributes the majority of our revenue so you have a big opportunity to impact the speed at which our new customers realise the value of our product. Your focus will be on streamlining the onboarding journey, consistently revising processes and looking to get accounts live in a minimum of <30 days whilst delivering the best in class customer experience.

Your focus is on ensuring that our SMB customers have a great experience during their initial Fixflo onboarding right through to full-scale adoption, using scalable 1:many approaches where possible, to ensure they consistently get value from Fixflo for the long term.

You will work closely with the rest of the Customer Success teams, Sales and Product & Development teams, to ensure that we are building a great customer-focused product and providing aligned experiences throughout our customer lifecycle. You will report to the Head of Customer Success.

What the role is all about:

Onboarding - Play an important role within our onboarding team by taking ownership of a number of accounts during this pivotal phase of the client life cycle.

Customer Health - build out our playbooks, processes and reporting for monitoring the health of our SMB customer base to ultimately improve the retention and product adoption across this customer segment soon after onboarding.

Adoption - work with our Customer Training Manager and Onboarding Team Lead to increase the adoption of both new and existing products/features amongst our SMB customers

Advocacy - build out our playbooks, surveying processes and reporting to increase the number of positive Trust Pilot reviews, referrals and case studies we get from our SMB customers who echo the good work you are doing.

Target driven - motivating by not only meeting but exceeding monthly onboarding targets, striving to consistently reduce time to go live whilst maintaining high elements of service and ensuring our customers have access to everything they need.

Be the voice of our customers - work directly with our product team to influence the product roadmap based on customer feedback, insights and conversations

Essential Skills & Experience

• 1+ years of relevant experience in a customer-facing or client onboarding role
• You’re a passionate people person and like engaging with customers
• You’re driven and self-motivated - you want to excel at what you do!
• You thrive in a fast-paced environment and can organise your time productively
• You believe in understanding a customer’s pain, building value and solving problems
• You are a team player who works and engages with others to achieve results
• You are a strategic thinker and like to offer new ideas/solutions to improve things
• Previous experience in Customer Success, Customer Support or a project delivery role.
• Experience working in a SaaS/software company