Customer Onboarding Specialist

About FreshBooks

FreshBooks is a leading cloud-based SaaS accounting software designed with one goal: to help small business owners grow. We reached unicorn status after raising our valuation to more than $1 billion and continue to scale our business to serve business owners, their clients, and accountants in more than 160 countries worldwide. FastBill (founded 2007, Frankfurt) became a part of the FreshBooks team in 2021, adding a whole host of incredible products for business owners to our portfolio, and talented members to our teams. These team members are found all over the globe, including Germany thanks to FastBill! We know that different folks thrive in different working environments: so whether it’s remote, onsite, or anything in between, you’ll find it with us.

The Opportunity - Customer Onboarding Specialist

As a Customer Onboarding Specialist, you will be responsible for onboarding new customers to FastBill Premium and Monsum. You will be the first point of contact for customers, helping them to get up and running with our software and ensuring they receive a first-class experience. You will also be responsible for building long-term relationships with our customers, providing support throughout their journey and ensuring they are satisfied with our products and services.

What you’ll do as a Customer Onboarding Specialist:  

• Onboard new customers to FastBill Premium and Monsum, ensuring a smooth transition onto our platform
• Provide exceptional customer service to all customers, responding promptly to inquiries and providing timely solutions to issues
• Build long-term relationships with customers, providing ongoing support and guidance
• Identify and implement strategies to improve customer retention and satisfaction
• Work closely with the Sales, Marketing and Support teams to develop and execute customer outreach programs, such as webinars and product demonstrations
• Develop a deep understanding of our products and services and be able to communicate the benefits to customers
• Contribute to the development of our customer success strategies and initiatives
• Keep up-to-date with industry trends and developments, providing insights to the team on best practices

 

What You’ll Bring to the Role:

• Proven experience in a customer-facing role, ideally within a SaaS environment
• Excellent interpersonal and communication skills, with the ability to build strong relationships with customers
• Strong problem-solving skills, with the ability to think creatively to find solutions to customer issues
• Strong organizational skills and attention to detail
• Ability to work independently and as part of a team
• Native in German and fluent in English, both spoken and written

You will stand out if you have: 

• Solid understanding of business processes
• Experiences in improving and creating structures or operational workflows
• Conflict management skills 
• Knowledge of invoicing, accounting, and banking processes is a plus

Our Commitments to You

At FreshBooks each person knows their opinion is valued, and can see their impact on the lives of over 10 million small business owners around the world. Accelerate your career, work on projects you're passionate about, and work as a part of a collaborative team without ego! Here are some of the ways FreshBooks recognises and rewards our employees:

• 🩺 Comprehensive Compensation and Wellness Benefits. Including Pension Plan matched to your local office, stock options for every full time employee, generous time off, annual healthy living credit, and more.
• 📚 Perks that Matter. Including a Peer Recognition Program, an Employee Assistance Program, headphone credit, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your locale.

• 🌱Working Environments to Help You Thrive. Beautiful office spaces welcome you in Germany, Croatia, and Netherlands, and remote FreshBookers receive a home office credit to set up your home office.
• 🤗 Supportive Peer Group, Mentors, and Leaders. We care about each other across the organisation and have programs to support this so everyone feels a strong sense of belonging, and believes in collective impact. 

• 🚀 Accelerated growth. 2 week dedicated company onboarding, career development through continuous coaching, training, and learning on the job.

Closing

Ev