Customer Onboarding Specialist - Spain

Step into the world of Solutions & Services at Pleo, a place where seamless onboarding experiences are crafted to bring delight to customers and businesses alike. As a Pleo Onboarding Specialist, you hold the key to unlocking the full potential of our cutting-edge solutions for businesses across Europe. Your mission is to oversee and execute the onboarding process with precision and finesse, collaborating seamlessly with both customers and internal teams to ensure a smooth and memorable journey from start to finish.

Picture yourself as the bridge between technology and human connection, understanding each customer's unique requirements, and configuring Pleo to match their needs perfectly. You'll be the go-to expert for technical queries, providing consultation, sharing best practices, and conducting training to drive user adoption that allows our customers to take their business to new levels. Your role goes beyond just technical prowess – it's about building strong relationships and ensuring customer success becomes a powerful reference point for the world to see. Your genuine curiosity and exceptional problem-solving skills will shine through as you navigate multiple onboarding projects with ease, all while staying up-to-date with the latest industry trends.

Some of the fun you will have 🤩

Facing customer externally: 

• A chance to be a pioneer of a new muscle Pleo will offer to its customers. You’ll get to play a critical role in building a team from the ground up. Very unique!Establish clear expectations on methodology, roles and governance.
• Identify customer objectives, priorities, policies, systems, and rollout plans.
• Align on project timelines, scope, resources, and integration requirements.
• Integrate Pleo with the customer's tech stack, generate a deep understanding of what the customers problems are and creatively solve them.
• Provide consulting, share best practices, conduct training and help drive healthy user adoption.
• Assist in preparing data, communication, policies, and guides.
• Ensure the customer is primed and set up for long-term success as part of the handover to your teammates in Adoption.
• Maintain strong relationships, gather feedback and CSAT scores that can be leveraged in improving our product experience. Regularly sunshine for the rest of the organization where we can improve the customer experience.
• Partner with marketing in capturing testimonials and references to help us better tell the Pleo story to the world.

Working with internal teams: 

• Document, share knowledge, collaborate on training and enablement.
• Continuous process improvement working in lock step with CX Ops.
• Accurately track efforts for revenue recognition, and resource allocation.
• Provide feedback and insights to product, development, and marketing teams. We envision a massive increase in the amount of time spent with product, design, and engineering to really craft the best experience possible.
• Collaborate with stakeholders, share updates, and address risks.
• Ensure onboarding timeline and customer satisfaction.
• Share success stories, encourage testimonials, and showcase our customer’s experiences.

What does success look like 🚀

Success as an Onboarding Specialist is measured by impressive criteria such as : 

• ​​Successfully execute 95% of professional services projects within agreed timeline and scope.
• Achieve 90% or higher CSAT, with a response rate of more than 50%. We really want to hear our customers and improve their experience at every turn.
• Churn is moved from 50%+ to an all time low and eventually best in class.
• Generating customer referrals and case studies on a regular basis as an outcome of stellar onboarding. This in turn will help drive new business and build confidence in our brand.
• Our customer Time To Value plays a critical role. Without sacrificing quality we’d like to see customers completing our ever improving milestones quicker with each passing quarter.

You will thrive in this role if you have 🤓

• Excellent knowledge of accounting principles, financial workflows, and tax codes is required - if you have experience as an accountant would be great
• Fluency in both English and Spanish language is required
• Successful customer facing experience (at least 2-3 years) 
• Genuine curiosity for understanding and fulfilment of customer needs.
• Strong and proven commitment to customer satisfaction and building relationships.
• Excellent planning, prioritisation, and risk management abilities for simultaneous onboarding projects.
• Strong problem-solving skills, with