Onboarding & Customer Support Specialist

The Mintago Onboarding Specialist will play a crucial role in ensuring that our clients experience a seamless and impactful onboarding process, setting the stage for a successful and enriching financial wellness journey. The Onboarding Specialist will ensure that clients are onboarded within agreed timelines and that adoption of the platform is inline with KPI’s set out for the department.

This role offers immense scope for learning and development, providing you with the chance to significantly expand your skill set and contribute to the evolution of our customer success department and overall business strategy.

Objectives of this role:

• Onboard new clients efficiently, within 2 weeks where possible
• Ensure clients experience a seamless and impactful onboarding process
• Manage client expectations as to avoid any drop off during onboarding
• Ensure all important client information is shared cross functionally
• Manage data and platform configurations
• Drive adoption during onboarding process, 60% activation after month 2 of implementation
• Create client advocacy through positive onboarding survey feedback
• Handle customer inquiries, resolve issues, and provide guidance to ensure a positive customer experience.

What you’ll do:

• Lead the end-to-end onboarding process for new clients, ensuring a smooth transition from sales to implementation, and collaborate closely with the sales to understand client requirements and expectations.
• Understand client requirements and tailor the implementation process to meet their unique financial wellness goals.
• Conduct thorough needs assessments with clients to understand their goals and expectations.
• Facilitate client interactions with Mintago benefits partners
• Develop comprehensive project plans outlining key milestones, timelines, and deliverables for the onboarding process.
• Work closely with internal teams to configure the software to align with client specification, this includes managing sensitive data.
• Proactively identify and address any issues or roadblocks that may arise during onboarding.
• Develop and deliver comprehensive demo sessions for clients, ensuring they are well-versed in utilising our financial wellbeing platforms.
• Create and maintain user-friendly documentation of the onboarding process, collateral and training materials where required
• Utilising feedback from Customer Success software, improve the onboarding process and address areas of concern
• Facilitate a smooth transition from the onboarding phase to ongoing customer success management.

Customer Support:

• Respond to customer inquiries via phone, email, intercom, hubspot promptly and professionally.
• Diagnose and resolve customer issues efficiently, escalating complex issues to product team
• Maintain a thorough understanding of our products/services to provide accurate information and support.
• Document customer interactions and transactions, including details of inquiries, complaints, and comments, as well as actions taken.
• Gather and report customer feedback to help improve products, services, and processes.

• Minimum 2 Years in a Customer Implementation / Onboarding role in a SaaS B2B company.
• Background in establishing systems, building processes and structure where little exists, and demonstrated flexibility to get things done.
• Ability to learn about and communicate financial wellness solutions and understand their implications.
• Experienced in facilitating meetings and virtual workshops with strong written and verbal communication skills, exceptional organisational abilities for managing multiple projects concurrently, and a keen attention to detail in documentation and reporting.
• Demonstrable skills and experience working directly with clients and external stakeholders in program/project management, sales, negotiation and/or mediation.
• Experience working in fintech/financial wellness preferred

Benefits

• Your choice of work kit (ThinkPad or MacBook Pro).
• Hybrid work (2 days in office)
• Budget for equipment to set up your home office.
• A flexible company discretionary unlimited leave policy + your birthday off.
• Flexible company hours so you can fit your life commitments - no company fixed hours as we trust you to manage your time and focus on outcomes delivered.
• A £300 yearly budget for your own learning and development.
• Mintago matches your pension contributions up to 4%
• Private medical insurance (provided by Vitality)
• Life insurance (provided by MetLife)
• Cash plan (provided by Medicash)
• Access to retail & travel discounts
• Access to salary sacrifice benefits across cycle to work, mobile, gym, tech, groceries and EV