Customer Onboarding Specialist Customer Success (Spain) · Madrid · Hybrid Remote

About Us & Our CultureWe, employees, need a much more engaging solution around our compensation, and that's why Cobee was born. Since we created Cobee back in November 2018, our vision has been unwavering: to become the most desirable solution for employees to get compensated at work. As we fight for that vision, we truly believe that we can improve the overall well-being of employees at the same time that we make them feel more engaged with their companies.We began with a single benefit, and today we offer a diverse range of benefits in three countries, with a team of more than 140 talented people across the globe. We have raised more than €55 Million in venture capital funding backed by world-class investors, including a recent €40 Million Series B investment.Recently, Cobee has been acquired by Pluxee, marking a significant milestone in our growth journey, as we continue to expand and scale globally.While much has changed since our humble beginnings, we stay true to what we believe and to our culture: Humble Excellence: We are a team committed to excellence and delivering top-notch results. We make informed decisions and collaborate to succeed, while also approaching our endeavors with low ego and open-mindedness. We support our teammates and give them the opportunity to shine. Team Innovation: We are trailblazers, disrupting the status quo and creating something new. We embrace risk and challenge ourselves to think creatively, fostering teamwork and diversity to fuel our ideas. Everyone is encouraged to contribute and have a say in decision-making. Lean Ownership: Lean Ownership means owning our actions and outcomes, proactively seeking ways to improve the company for the long haul. We prioritize and simplify to move quickly and work with full autonomy to be agile. About The RoleCobee is on a scaling mission going through high growth. After scaling from 40 to +150 people in less than 1 year, we are looking to scale the team 2x during 2024-2025, and we are launching new markets across the globe. We are looking for a Customer Onboarding Specialist to join our Customer Success team and help us deliver a high-quality, personal post-sales experience; lay a solid foundation to ensure the success of our accounts from the moment they begin working with Cobee.Your role is crucial in fostering customer success by possessing a profound understanding of our products. This is the first impression our customer has once they start working with Cobee and, therefore, you wield significant influence over their experience. The Customer Onboarding Specialist will be the first point of contact with our clients, responsible for ensuring a proper implementation, a deep understanding of our product, and follow-up during the first weeks of the customer.The role is hybrid, requiring three days per week in the office. It is Madrid-based, with our company headquartered in the heart of the city.Main challenges Product Understanding: develop an in-depth knowledge of Cobee's products and services to effectively guide customers through the onboarding process. Customer Education: Provide clear and comprehensive training to customers, ensuring they understand the features, functionalities, and benefits of our products. Onboarding Support: Assist customers in the setup and implementation of Cobee's solutions, addressing any challenges or questions they may encounter during the onboarding phase. Customization Assistance: Work closely with customers to tailor the product to their specific needs, offering guidance on customization options and configurations. Troubleshooting: Proactively identify and resolve any issues that may arise during the onboarding process, collaborating with internal teams to ensure a smooth customer experience. Communication: Maintain transparent and consistent communication with customers, keeping them informed about the onboarding progress, milestones, and any relevant updates. Feedback Collection: Gather feedback from customers during and after onboarding, and relay insights to the product development and customer success teams for continuous improvement. Documentation: Create and update onboarding documentation, including guides, FAQs, and best practices, to assist customers in navigating the onboarding process independently. Cross-functional Collaboration: Collaborate with sales, customer success, operations, marketing and product teams to ensure a seamless transition from the sales process to successful onboarding and long-term customer satisfaction. Customer Advocacy: Cultivate positive relationships with customers by demonstrating genuine interest in their success, becoming a trusted advisor, and promoting customer advocacy within the organization. Stay Informed: Stay informed about industry trends, customer needs, and competitor offerings to continuously enhance the onboarding process and contribute to the overall improvement of the product. Metrics and Reporting: Monitor and analyze key onboarding metrics, providing regular reports on customer onboarding performance to internal stakeholders. You are A person with a genuine commitment to customer success and satisfaction. You have the ability to convey complex information clearly and concisely to customers. An active listener and you understand customer needs and concerns effectively. An analytical thinker with the capability to identify and address issues that may arise during onboarding. Someone with flexibility to adapt to changing customer needs and evolving product features. Someone with the ability to thrive in a dynamic and fast-paced environment. You can quickly acquire a comprehensive understanding of the features, functionalities, and technical aspects of Cobee's products with ease. Someone with organizational skills to manage multiple customer onboarding projects simultaneously. Someone who excels at time management and prioritization to ensure onboarding processes are completed efficiently and on time. You have 2-3 years of experience in customer-facing roles as Customer Onboarding Specialist or related, preferably in a B2B software company. Demonstrated experience dealing with both small and large accounts. Proven experience working for a successful startup or scaleup SaaS and thriving in a dynamic and fast-paced environment. Facility with numbers and data analysis (engineering degree or similar will be an advantage but not mandatory). Why should you join Cobee? Excellence - We are driven by building great and impactful solutions to change the employee benefits industry in the long run. In everything we do, we go for the excellence approach. Sustainable growth - We always keep a bootstrap mindset while we keep growing! We do this in a very sustainable way and with a lot of substance: growth and profitability are not a contradiction, and we love to find the right balance. Non-hierarchical innovators - We listen to everyone. No matter their position. We try to ensure that the people who implement are part of the decision-making. Flexible Benefits - Paid flexible benefits (meals, transportation, nurseries) with paid health insurance and a specific budget to spend in an annual budget for training. We are willing to meet you! Cobee embraces diversity and equal opportunity. We are committed to building a team with diverse backgrounds, perspectives, and skills.
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