Lead Onboarding and Services Manager
1 month ago
Job type: Full-time
Hiring from: Europe Only
Category: Customer Service
Your New Company
At Frontify, our mission is simple. We create the best and most user-friendly brand management platform – a platform that enables anyone to deliver compelling and consistent brand experiences. Today, Frontify is empowering thousands of different-sized companies around the world, including Facebook, Lufthansa, Vodafone, and Allianz.
Frontify is a scaleup company with over 200 employees. We’re a global team – with our headquarters in St. Gallen, Switzerland; a growing team in the USA; and colleagues working remotely from all over Europe. Frontify is built on a collaborative culture of experimentation, trust, and transparency. We believe in being happy and fulfilled at work, and let our personalities shine through everything we do. Does this sound like the place for you? Then read on.
This international team is made up of a strategic and driven bunch who have a diverse skill set in design, agencies, project management, and, of course, customer success. Together, they combine their skills to support our customers to bring their brand to the next level. When they’re not advising or guiding them on the latest feature, you can find them outdoors – hiking, skateboarding or, even sailing.
You’ll work with the Customer Success leadership and the Partnerships team to define and develop the onboarding processes and services that'll let our customers and partners adopt Frontify widely and successfully. In this role, you’ll form a team that takes our current processes to the next level: Improving customer experience and satisfaction while reducing time-to-value. Your team will be the experts on any topics related to setting up the Frontify environment and architecture; integrations to the customer’s tool landscape; migrations of existing guidelines, assets or templates; and user training.
You have 5+ years of experience in a Customer Success, Customer Training, or Account Management role in the SaaS space. With at least 2 of those years spent in a leadership/managerial role.
You understand the importance of the following metrics: Adoption Rate, Net Revenue Retention, Customer Lifetime Value, Net Promoter Score, Churn Rate, and various others.
You’re organized, and you know how to effectively communicate your vision to the team by speaking in next steps and deadlines.
You’ve successfully promoted environments of collaboration, peer learning, and constructive feedback that have brought teams together before.
You’re a leader, not a micromanager.
You like to show progress in data, but you know that it’s the human growth you’ve fostered that matters the most.
Your friends would describe you as a great listener, empathetic, and honest.
You’ve worked in the world of SaaS, branding, agencies, scaleups, consulting, or customer success before.
Your written and verbal communication skills in English are excellent – any other language is a plus.
Frontify is more than a dynamic company with plenty of opportunities to build a collective future. It’s a vibrant, united community that’ll support you as you strike out on your journey. Our office is pretty great (we can’t wait to show you), although, it’s our culture of innovation, learning, freedom, and happiness that we can’t wait to share with you. Our word only counts for so much – start the conversation.
Send us your CV and some nice words: You’ll hear back from us within a week.
Virtual call with the Recruiter: You’ll meet the Employee Success team (our fancy name for HR) to discuss Frontify, the role, and you – your passions, your skills, you.
Virtually meet the team: You’ll meet your new team over a few calls. You’ll discuss the role, showcase your skills through your answers or a case study (or both), and get a feel for the brand new journey that’s awaiting you.
Join us: If all goes well, you’ll join Frontify’s journey soon.
Before you apply, please check if any restrictions apply in terms of time zone or country.
This job has a geo-restriction in place:Europe Only.
Please mention that you come from Remotive when applying for this job.
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