Manager, Customer Onboarding Team

Summary

Join Pleo's amazing Solutions and Services team as the Manager of Customer Onboarding! In this role, you will manage a team of Onboarding Managers, coaching and onboarding customers in the SMB and Mid-Market segments. You will develop strong partnerships with various internal teams, advocating for customers and ensuring their success. The ideal candidate is a customer-centric leader with proven experience in building and managing high-performing teams in B2B SaaS companies. You will be responsible for your team's metrics and will work closely with internal teams to align priorities and deliver value. Pleo offers a variety of benefits, including a Pleo card, lunch, private health insurance, paid time off, flexible work options, wellbeing days, and professional development opportunities.

Requirements

• This is not an entry level position, so we need a leader with very solid SaaS Customer experience
• Proven experience in building and managing high performing teams in B2B SaaS companies
• Excellent people leader, able to hire, inspire, hold accountable, and develop an elite team
• Proven track record of leading prospect and customer engagements with B2B or B2C customers resulting in efficient onboarding, customer satisfaction, and impeccable win rate
• Passionate about providing an exceptional customer experience with a list of examples for how you stand out from the crowd
• Fluency in English plus either Spanish or French
• A strong team player, self-starter who thrives in a fast-paced, and high-growth start-up experience
• A self-driven, high energy leader with excellent cross functional collaboration skills
• Proven ability in working effectively with diverse stakeholder groups and engaging effectively with senior executives on both technical and business topics
• Strong interpersonal skills and experience building strong internal and external relationships
• Outstanding organisational and project management skills, and the ability to manage multiple tasks and requests
• Excellent oral and written communication skills
• Experience with customer onboarding tools, customer success tools and CRM tools (Hubspot, Salesforce, CS tools, Data Visualization, etc.)
• Software experience is a must, SaaS experience is ideal

Responsibilities

• Hire, coach and develop the most amazing solutions and services team this world has ever seen!
• Partner with other solutions and services and customer experience leaders and leaders across Pleo to further refine structure, systems, and resources to successfully support our mid-market and Enterprise customers
• Own your team's metrics (impactful OnBoarding, least churn, NPS, you know as you’ve done this before) and drive the plan to and exceed our expectations
• Work closely with internal teams (Support, Marketing, Sales, Product, customer success) to align priorities, collaborate on customer needs and opportunities, and deliver early and increasing value over time
• Advocate for the best customer experience Be the guiding-light for your team and to other Pleo-ers when it comes to serve as the customer's advocate

Preferred Qualifications

Bonus if experienced in analytics tools or warehouses (Looker, Tableau, Snowflake, Redshift, etc.)

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
• For our commercial teams we do 3 days in office and 2 days at home weekly, you choose which days
• 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