Customer Onboarding Specialist

Summary

Join Pleo as an Onboarding Specialist and revolutionize the way businesses manage expenses. You will oversee the onboarding process for our SaaS spend management solution, ensuring a seamless experience for our customers. This involves configuring the software, providing technical support, and managing projects from start to finish. Success in this role means onboarding customers efficiently, achieving high customer satisfaction, and generating positive testimonials. You will work closely with both customers and internal teams, balancing high-touch and low-touch approaches. This role requires strong customer-facing skills, technical expertise, and a commitment to continuous process improvement.

Requirements

• Strong understanding of Pleo, B2B SaaS products, relevant technologies including configuration, integrations, and troubleshooting
• Good knowledge of accounting principles, financial workflows, and tax codes
• Fluency in English is required as our company language
• Fluency in German language is required
• Excellent and successful customer facing experience
• 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 attention to detail
• Effective collaboration with cross-functional teams to drive success
• Willingness to adapt to changing requirements and staying updated with industry trend

Responsibilities

• Oversee the Onboarding process
• Perform onboarding
• Collaborate with customers and internal teams to ensure a seamless onboarding experience
• Understand customer requirements
• Configure the software
• Provide technical support
• Manage the project from start to finish
• Work with an objective to make the customer successful and reference-able
• Establish clear expectations on methodology, roles and governance
• Identify customer objectives, priorities, policies, systems, and rollout plans
• Align on project timeline, scope, resources, and integration requirements
• Configure Pleo for users, including activation, limits, cards, integration, and compliance
• Integrate Pleo with the customer's accounting system, export expenses, and help test
• Provide consulting, share best practices, conduct training and help drive user adoption
• Assist in preparing data, communication, policies, and guides
• Provide hypercare, conduct final review calls, facilitate handover to CSM
• Balancing both high-touch and low-touch approach in portfolio
• Maintain strong relationships, gather feedback and CSAT scores
• Assist in capturing testimonials or references
• Document, share knowledge, collaborate on training and enablement
• Continuous process improvement
• Accurately track efforts for revenue recognition, and resource allocation
• Provide feedback and insights to product, development, and marketing teams
• Collaborate with stakeholders, share updates, address risks
• Ensure onboarding timeline and customer satisfaction
• Share success stories, encourage testimonials, showcase experiences

Preferred Qualifications

Any other European language would be a plus

Benefits

• Your own Pleo card (no more out-of-pocket spending!)
• Lunch is on us - with catering in our Lisbon, Copenhagen and London offices or a monthly lunch allowance paid directly together with your salary in other markets
• Private health insurance to ensure you’re fit in body and mind to do your best work
• We offer 25 days of holiday + your public holidays
• We offer fully remote working
• Option to purchase 5 additional days of holiday through a salary sacrifice
• Wellbeing days - fully paid days off designed for a slower pace, allowing you to take time to recharge and prioritise self-care
• We’re trialling MyndUp to give our employees access to free mental health and wellbeing support with great success so far
• Access to LinkedIn Learning - acquire new skills, stay abreast of industry trends and fuel your personal and professional development continuously
• Paid parental leave - we want to make sure that we're supportive of families and help you feel that you don't have to compromise your family due to work
• All of us have a stake in Pleo’s success - ask us about our equity grant scheme