Onboarding Specialist in City of London

Job description

About Us:

We are Credentially, a purpose-driven startup committed to enabling accessible and safe healthcare for all. By 2030, our mission is clear: to credential 1 million healthcare workers annually, equipping them with the essential skills and expertise to deliver top-tier care. In tandem, we aspire to contribute 10 million additional hours of patient care to healthcare systems, enriching access to vital services and elevating overall patient outcomes.

Our Values

Our values are at the heart of our company and alignment with our values is the cornerstone of our recruitment process:

• Doing the right thing: Integrity guides our every decision. We hold ourselves accountable to the highest ethical standards, ensuring honesty, transparency, and fairness in all endeavours.
• Striving for excellence: We're relentless in our pursuit of excellence. By setting ambitious goals and fostering a culture of innovation, we push boundaries to exceed expectations and drive positive change.
• Aligning as a firm: Collaboration is key to our success. We work as one cohesive team, leveraging diverse talents and perspectives to achieve our shared goals with precision and efficiency.
• Measuring impactful outcomes: Results matter. We measure success not just by numbers, but by the tangible impact we make in transforming healthcare systems and improving patient outcomes.
• Embracing teamwork and fun: We believe in the power of camaraderie and enjoyment. Through teamwork, laughter, and a supportive work environment, we inspire creativity and resilience to overcome challenges and achieve greatness.

Position Overview:

The role provides essential support and guidance to new customers, leading the successful onboarding of a new customer, helping them navigate through the early stages of product usage. You will analyse the customers current process and adapt to maximise the full efficiencies that can be offered by adopting our product. You will provide customised advice, troubleshoot issues, and work closely with the CSM,  Sales and product teams to ensure a smooth transition for the customer.

Overall you will be responsible for build and configuration of the customers bespoke organisation and ensure time to value is realised.

Key Responsibilities:

The initial role will include:

• Develop an expert level of knowledge of the Credentially product and how customers can use it to achieve their business goals.
• Establish rapport, foster a welcoming environment.
• Lead multiple projects and  the successful implementation of Credentially in the customers organisation.
• Educate customers for immediate success and provide best practice industry knowledge to reduce overall time to value. 
• Provide initial training and additional support to ensure administrators successful adoption of the product. 
• Build strong customer relationships with a focus on customer satisfaction, product adoption and engagement and ensure a smooth handover to the CSM. 
• Collect and act on customer feedback to improve the onboarding process and implement the findings to make the onboarding process more efficient and improve customer satisfaction.
• Represent the customer voice internally and advocate customer feedback.
• Work cross-functionally with the Marketing, Sales, Support and Product teams.

Experience required:

• Fluent written and spoken English.
• 2+ years of experience in a customer success role, preferably in the technology (SaaS) industry
• Excellent project, time management and organisation skills.
• Some travel may be required to customers' offices in the UK.
• Tech-savvy: can learn new technologies and explain software features and concepts to customers simply and succinctly. 
• Commercial savvy: an understanding of the SaaS onboarding and product adoption process and previous experience of managing enterprise size customer projects. 
• Highly analytical: experience finding actionable insights that can improve product usage and engagement rates.
• Strong communicator: clear and concise written and verbal communication and presentation skills.
• An understanding of HR technology in healthcare is desirable but not essential. 

Extra information

Status

Open

Education Level

Secondary School

Location

City of London

Type of Contract

Part-time jobs

Published at

02-07-2025

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English