Onboarding Specialist

Job Description

At Capdesk, we’re about to rewrite the history books on how companies use equity to empower their people. By unlocking the power of equity, we can change finance for good.

With equity made more accessible, businesses can unite employees, owners and investors through shared success. It might sound revolutionary, but it shouldn’t. It’s about time.

In the last few years, we’ve quietly become a leader in our field, providing the easiest way for private companies to digitise their equity information and manage and issue employee equity schemes. There are no longer any excuses for denying employees a share of the wealth they helped to create.

We recently launched a first-of-its-kind secondaries market to take our mission even further. Now, employees can turn vested shares into equity as and when it suits them – no more waiting for the company to IPO.

Employee equity schemes have been broken for too long; it’s time to create a world where everyone can be a stakeholder.

Capdesk is remote-friendly, but more importantly team-first. We have amazing people all over the world but most of the team is split between Copenhagen and London where we still have brick-and-mortar offices. Applicants are welcome from every time zone within UTC -1 and +2.

We’re a lean team, so every hire is significant to us. We’re looking for each newcomer to strengthen our mission, our team and our culture – and challenge us to get better.

We completed an £8m series A in March 2021, and we have over 1000 of Europe's startups and scale-ups using our software. We’re gearing up to go further, across Europe and beyond. That’s where you come in.

ABOUT THE ROLE

Over the last year, we have been building out a team focused on our Secondaries product. This is a high-impact product that brings a lot of value to our customers, allowing them to run end-to-end liquidity events directly in Capdesk. We have seen great early success and to support our ambitious goals for next year, we need to expand the team with a dedicated Onboarding Specialist.

You will be joining our Customer Success team where you will be able to learn from great colleagues. You will report to our Head of Onboarding & Support and work closely with other members of the Customer Success department (CSMs and Support). As you will be the first person on the team specialising on Secondaries you will also have a dotted line into the Transactions team where you will work closely with product, engineers and commercial teams to deliver for our secondaries customers.

We are looking for a person who, over time, will take ownership of the onboarding of new secondary customers and recurring secondaries for these customers.

This is a great opportunity for a junior-mid level Customer Success Manager who wants to take ownership and help build out a function within a startup.

In this role, your responsibilities will include:● Take full ownership of the secondaries customer’s onboarding to both Capdesk’s core product and secondaries● Deliver end user training and the writing the supporting documentation● Establishing a strong and genuine rapport with all of Capdesk’s secondarycustomers and be their main go-to person for support and guidance pre, during and post secondary transactions● Build out processes to maximise customer success on our platform when running secondaries● Being the eyes and ears of our secondaries customers, you will help us prioritise which parts of the product we should focus our efforts on fixing and developing to continue delivering the most value.● Being the internal voice of the Capdesk customer, constantly feeding back and working collaboratively with other teams.● Providing informative handovers to the CSMs.

The success of the Transactions product will directly impact your possibilities atCapdesk - and right now they look endless!

ABOUT YOU

These are the skills and experience we’re looking for:

Must-haves:● 2-3 years experience in a Customer Success role (In a SaaS company)● Experience in a startup company or previous involvement in building a CS function from the ground up● Some experience working with large data sets and Excel● Highly organised and able to prioritise time and tasks effectively● Some experience building/proposing processes for a new function● A flair for creative problem-solving● The ability to work autonomously and embrace new challenges● A supportive nature – you’re always looking to help those around you

Nice-to-haves:● Leadership potential – experience in or a desire to lead a team eventually● A solid understanding of startups, entrepreneurship and ecosystems

Bonus points for:● FinTech experience● Prior knowledge of, or a personal interest in, the potential of the Secondaries market in Europe

WHAT WE CAN OFFER YOU

● A salary of £32-35k depending on the level of experience● Transparent equity ownership. We practise what we preach – everyone shares in the profits and wealth at Capdesk● 25 days holiday per year (increasing by 1 day every year up to 5 days), plus national holidays● Mental health and wellbeing support as well as access to therapists with Spill● Very flexible working – we trust you to get the work done, wherever you are● Enhanced parental leave - 26 weeks maternity, 17 weeks paternity (also includes adoption) and in the unfortunate circumstance we also offer miscarriage leave● You get your very own Pleo company credit card, so no more expenses hassle● Semi annual company trips (ask a Capdesker about our #supersocials) and quarterly kick offs● Onboarding budget of £2,500 to spend on equipment you need so you can work to the best of your abilities

Want to know what other people think of Capdesk?

• Hear from our current and past hires on Glassdoor
• Hear from some of our customers on Capterra
• London's Top 50 startups to work for 2021
• London's Top 50 fastest-growing companies 2021

Capdesk is proud to be an equal opportunity employer. All applicants will be considered for employment regardless of race, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.