Onboarding Executive

Our Company

Market-leading, fast-growing, exciting, solution-driven, creative, dynamic, fun-loving - welcome to Fixflo! Since launching in 2012, phenomenal growth has resulted in Fixflo becoming the leader in its field - fixing repairs and maintenance management for property professionals.

Our business plan is simple: we want every repair in the world to be reported through a Fixflo system. With over 2000 customers we are currently used in over 1,000,000 homes across the UK and we want to see this number continue to grow! Our recent acquisition by Aareon, the leading provider of ERP software for the European property industry, means we now have exciting plans to venture into new property markets and new geographies across Europe making it a very exciting time to join the Fixflo family!

The Role

Our customers love Fixflo and we are having a blast growing our customer success efforts and culture to ensure that every customer is able to achieve their business outcomes through the use of our platform. We are looking for someone who brings their passion for Onboarding to work every day and owns the SMB Onboarding customer experience for our largest customer segment.

The SMB segment contributes the majority of our revenue so you have a big opportunity to impact the speed at which our new customers realise the value of our product. Your focus will be on streamlining the onboarding journey, consistently revising processes and looking to get accounts live in a minimum of <30 days whilst delivering the best in class customer experience.

Your focus is on ensuring that our SMB customers have a great experience during their initial Fixflo onboarding right through to full-scale adoption, using scalable 1:many approaches where possible, to ensure they consistently get value from Fixflo for the long term.

You will work closely with the rest of the Customer Success teams, Sales and Product & Development teams, to ensure that we are building a great customer-focused product and providing aligned experiences throughout our customer lifecycle. You will report to the Head of Customer Success.

Requirements

What the role is all about:

• Onboarding - Play an important role within our onboarding team by taking ownership of a number of accounts during this pivotal phase of the client life cycle.
• Customer Health - build out our playbooks, processes and reporting for monitoring the health of our SMB customer base to ultimately improve the retention and product adoption across this customer segment soon after onboarding.
• Adoption - work with our Customer Training Manager and Onboarding Team Lead to increase the adoption of both new and existing products/features amongst our SMB customers
• Advocacy - build out our playbooks, surveying processes and reporting to increase the number of positive Trust Pilot reviews, referrals and case studies we get from our SMB customers who echo the good work you are doing.
• Target driven - motivating by not only meeting but exceeding monthly onboarding targets, striving to consistently reduce time to go live whilst maintaining high elements of service and ensuring our customers have access to everything they need.
• Be the voice of our customers - work directly with our product team to influence the product roadmap based on customer feedback, insights and conversations

You would make a great fit if:

• 1+ years of relevant experience in a customer-facing or client onboarding role
• You’re a passionate people person and like engaging with customers
• You’re driven and self-motivated - you want to excel at what you do!
• You thrive in a fast-paced environment and can organise your time productively
• You believe in understanding a customer’s pain, building value and solving problems
• You are a team player who works and engages with others to achieve results
• You are a strategic thinker and like to offer new ideas/solutions to improve things
• Previous experience in Customer Success, Customer Support or a project delivery role.
• Experience working in a SaaS/software company

Who you are:

• 
  Driven & Motivated. You are determined to succeed and are motivated by the success of customers, your team and the wider business.

• Entrepreneurial. You always seek to make things better and actively contribute to the culture, process and procedure of the team
• Positive. Your attitude and mindset are optimistic and you can take on curveballs and challenges in your stride.
• Humble. You lead with humility and empathy and respect and learn from the perspectives of others

Benefits

What's it like working at Fixflo?

• We're a fun team of friendly, supportive and interesting people who work hard because we love what we do, but we also enjoy a good laugh and have great banter (if we don’t say so ourselves!)
• Our team are very sociable and get on like a house on fire - we are always planning different ways to keep connected especially since things have moved to working remotely
• Your ideas really do count and will make a visible contribution to our growing company
• Commitment to personal development - we want to help you grow!

• We are a dog friendly office

Other than working for an exciting growing company in London, we also offer:

• Competitive base salary + commission
• 25 days annual leave
• 2 days paid volunteering
• The opportunity to have input into the accelerating growth of the company and to work directly with the executive team
• Gym pass
• Health insurance
• Flexible/ hybrid working
• First Thursday of the month drinks, Friday drinks and lots of socials (think Graffiti workshops, cooking classes, boat/karaoke parties, Halloween quizzes) (We are doing our best to adapt to remote events when needed)
• A fun work environment with great people

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

• Submit your CV and cover letter (p.s please tell us why you want to work for us!)
• Please include the words “Fixflo June 2022” at the beginning of your cover letter. If you do not then your application will not be considered and you will not receive a response.