Customer Onboarding Specialist

Job Description

About us

An intro from Ilja Stolzenbach, Customer Success Manager:

Cronofy is a high-growth technology company headquartered in the UK with offices in Amsterdam, Nottingham, and London. Our mission is to be the go-to scheduling infrastructure for high performance companies globally.

Alongside Sales, the Customer Success team enables Talent Acquisition teams of all sizes to improve their hiring process through seamless interview scheduling. You might have been in an interview process that took days to get your next interview scheduled, and usually with a lot of back and forth around availability. This is where Cronofy comes in and helps teams to automate their scheduling process.

This might sound simple and straightforward at first glance, but scheduling hides a lot of complexity behind the scenes. We see customers experiencing significant value once they understand the full capabilities of the product, but we need someone to get them to that point (at scale). That’s where you come in!

We have a good grip on how to work with our Business and Enterprise customers. However, we also have a rapidly growing base of pay as you go customers (that pay monthly for active users). We are looking for a creative and hands-on Customer Onboarding Specialist to build the journey for this low touch segment, and work closely with our customers to understand them and help them to better understand Cronofy.

The role

Through understanding the value of nurturing customer relationships (at scale) you will drive onboarding and activation of our pay as you go customers. You will ultimately be responsible for increasing active users that have adopted Cronofy to reach their interview scheduling goals.

This role will be a mix of understanding our customers’ use cases, mapping out their customer journey, and building the right engagement activities to enable them on this journey. Where possible you will set up automations, but only when impact is proven based on smaller experiments.

You should get excited about working with customers, collaborating internally to improve the customer journey, and to go all-out in understanding the product to advise and educate our customers.

How you'll work

Responsibilities

• You will be responsible for all strategic and operational engagement activities for our pay as you go customers. We have some foundations to get you started, but you will play a crucial role in building out the engagements for this segment.
  
  
• Your main objective will be increasing the number of customers that get through the onboarding (setup of Cronofy) and increasing active users.
  
  
• Have a deep understanding of our customers and their journey, including their needs and expectations, current pain points, and gaps that can be bridged through CSM enablement or the product.
  
  
• Enable our customers during their onboarding and activation phase by maintaining an advanced understanding of the product to make recommendations on how customers can leverage it to meet their own objectives.
  
  
• Analyse customer data to guide your actions and identify opportunities to activate users while identifying risks and ways to mitigate these.
  
  
• Be the voice of the customer and work cross functionally with Sales, Support, Product and Marketing to continuously improve their experience and ensure we meet our customers’ needs to be successful with interview scheduling.
  
  
• Develop and iterate on scaled playbooks and engagement strategies.

About you

We expect you'll have experience in a customer success role with a B2B SaaS firm that has a large (SMB) customer portfolio. Related experience is also very welcome!

We know you’ll have experience developing and iterating scaled playbooks and engagement strategies.

Excellent listening and communication skills are essential to identify customer needs and translate this to product advice. We will be looking for evidence that you are comfortable challenging your customers and colleagues.

You should be creative and hold strong writing/video creating skills, in order to find ways to engage and enable our customers at scale. Experience with tools such as Hubspot, Metabase, Typeform, and Notion would be beneficial.

Your approach should have a bias to action rather than strict process, and we will be looking for evidence of understanding that perfect is the enemy of good.

We think the following will increase your success in the role:

• You prioritise relentlessly and identify high impact activities.
• You have technical aptitude. The product can be more technical than the average customer success tool.
• You have experience in working with, and/or building out, the full lifecycle customer journey within a low touch segment.

How we work

Our principles guide how we approach everyday.

We work hard but insist that everyone considers the balance between work and their life and responsibilities outside. We are direct in our dealings with each other. We continuously work to build mutual trust so that we can give each other feedback without fear of it being taking personally.

We can support a predominantly remote, office-based or hybrid working model. We do really value face-to-face time and, where circumstances allow, encourage teams to spend regular time together at suitable locations. As our current Sales and Success teams are based in the Netherlands, it would be most beneficial if the successful applicant was based in, or within a reasonably commutable distance, to Amsterdam.

Hiring process

The goal is to discover what you will bring to Cronofy and what Cronofy will bring to you. It's as important for you to determine whether this is the right move for your career as much as anything else, so don't be afraid to ask questions. We value transparency and so are happy to answer (virtually) any questions you may have.

For a full breakdown of our interview process, please visit: https://docs.cronofy.com/interviewing-with-us/

What we offer

• Basic salary of €38,500 - €48,500 according to your experience
• €1500 annual benefit contribution, which can be spent on anything e.g. healthcare, dental, etc.
• 5% pension scheme contribution
• 25 days days holiday in addition to flexible national holidays. National holidays are added to your holiday allowance and you're not required to take them on the corresponding day.
• 5 personal development days per year to use for L&D, charitable causes or similar
• Pleo card for work expenses, hardware, travel etc.
• A flexible approach to working; remote, office or hybrid
• A principles driven culture that provides the framework for autonomous decision making and personal development

Our approach to equality, diversity and inclusion:

At Cronofy we know that an inclusive working environment is the single best approach to ensure high-performance and inspire innovative thinking. The magic happens when we bring multiple perspectives together to solve the scheduling problems of today and tomorrow. This requires that everyone at Cronofy has equal opportunity to grow, learn, deliver their best work, and develop their careers.

For more information on interviewing at Cronofy, please visit https://docs.cronofy.com/interviewing-with-us/