Onboarding Team Leader

Summary

Join Booksy's global team as an Onboarding Team Leader, supporting and motivating your team to help clients activate their Booksy accounts. You will develop customer relationships, train clients on product features, conduct webinars, identify customer needs, manage escalations, and improve processes. Responsibilities include managing and guiding your team, conducting performance appraisals, and representing Booksy at trade shows. This fully remote position requires strong IT skills, CRM experience (Salesforce), product knowledge, training design abilities, data analysis skills, and excellent communication skills. Booksy offers various benefits including holiday allowance, private medical cover, and access to wellbeing apps.

Requirements

• Good command of IT tools: Practical experience in using CRM (Salesforce) to track and manage customers
• In-depth understanding of the features and capabilities of our SaaS solution and Marketplace and the ability to clearly articulate the benefits and added value of our product to customers
• Ability to design and deliver effective training programs for customers to enhance their adoption and use of the product
• Skills in conducting analysis of customers data to identify trends, needs and opportunities for improvement, as well as the ability to use analytical tools to evaluate team's performance and make informed decisions
• Ability to inspire and motivate a team to achieve common goals
• Excellent verbal and written communication skills in English

Responsibilities

• Develop the relationship with customers from the onboarding to the correct account activation
• Train customers by phone on all the product features for an active use of the account
• Conduct or lead webinars/calls with the customers
• Identify and assess customer needs to achieve satisfaction and activation
• Manage escalations; provide appropriate solutions within timelines and follow up to ensure resolution
• Identify, develop and recognise opportunities to improve processes and efficiently manage workflows
• Maintain records of customers interactions, queries and concerns in CRM (Salesforce)
• Review, create and examine reports to improve team performance and propose improvement initiatives
• Manage and guide the team: attend, lead meetings, conduct 1:1's, listen and give constant feedback
• Conduct performance appraisals and monitor the results for the team
• Motivate, support and guide the team to achieve objectives
• Represent the company at trade shows or trade events to attract current and potential Booksy customers

Benefits

• Holiday allowance + public holidays + your birthday day off
• Private Medical Cover (including dental) paid by Booksy
• Access to Worksmile and Officevibe wellbeing app
• More benefits available depending on your country of residence