Onboarding Executive
London (Hybrid)
£27,000 - £33,000
About us
Log my Care is one of the fastest-growing Care Software start-ups in the UK, having quadrupled our customer base since 2020. We recently received £3.25m in Series A funding to fuel our growth over the coming years.
Our mission is to digitise the social care sector (care homes and home care agencies) and help hundreds of thousands of carers to provide a better quality of care to the UK’s most vulnerable people. The sector is over 60% analogue and paper-based, meaning most care providers aren’t operating as efficiently or effectively as they could be, which has a knock-on effect on the quality of care delivered. We’re passionate about changing this with our awesome mobile App and Web-based tools that make delivering care far, far easier for hard-working carers.
The role:
We are looking for a passionate and customer-centric Onboarding Executive to join our ambitious Customer Support team. In this role you’ll work closely with our Head of Customer Success, and you’ll be leading the onboarding of our SMB customers while continuously improving there onboarding experience.
In this role, you will own and manage the full end-to-end onboarding Journey which will require you to continuously streamline our current process. You'll understand the main value drivers for each customer and lead your accounts to prioritise in order to achieve the end goal and ensure a successful implement.
This is a great opportunity if you want to:
- learn, develop skills, and progress fast. We aim for ‘enabled autonomy’; ensuring you have the ability to own your own work and the support to be successful too.
- make a difference. Our product has a direct impact on the lives on thousands of people every day.
- join a fast growing business with high expectations. We have super ambitious goals, and require driven people to help build and be key players in a best-in-class Sales team
The Team:
As a member of the Customer Success team, you will be working closely with 5 other talented individuals!
Flaka in our CS team says; “I admire the team's work ethic and collaborative spirit! It's a pleasure working with a team where your hard work does not go unnoticed and support/guidance is continuously provided to ensure you are achieving your goals. Working alongside amazing colleagues that push and encourage you is truly an amazing feeling!"
- As an Onboarding Executive you will: Own the end-to-end onboarding cycle
- Demonstrate the ability to consultatively and empathetically guide social care businesses in order to achieve the agreed goals and desired customer outcome
- Lead on the streamline of onboarding for SMB accounts, increase onboarding completion rates & onboarding satisfaction
- Optimise onboarding and handover processes, so that everything runs smoothly and efficiently, ensuring our customers are kept up to date and well informed during the ownership change
- Be excited to play a key role in helping build a fast-growing startup to help improve outcomes for society’s most vulnerable people
- Build onboarding & training packages to streamline the exisitng process whilst at the same time ensuring that customers are receiving the necessary product training
This role will be a great fit if:
- You have at least 2+ years' experience a SaaS environment
- You have a proven track record of building, implementing, and improving processes
- You have experience in onboarding, account management, or customer success, with a track record of successfully onboarding accounts
- You can use data to guide change and to proactively understand customers' needs/challenges
- You are proactive and constantly looking to delight customers
- You are organised and able to accordingly prioritise your workload to achieve your targets.
- You have strong interpersonal skills and the ability to build trusted and collaborative relationships across all levels
- You have previous experience using our current/similar tech stack (Hubspot, Salesfoce, Intercom, Coda, Notion, Chargebee)
- You have worked in a fast-paced early stage start up or scale up (ideally Series A-B)
It’d be a bonus if you have:
- Strong organizational and time management skills
- Experience using data and metrics to guide customer decisions
- Strong passion for customer experience and a dedication to providing exceptional customer service
- Previously been an early hire in a small CS team (<5 people)
Don’t meet every requirement? Log My Care is committed to building a diverse and inclusive team. If your past experience doesn’t align perfectly with the job description, but the role looks like a good fit for you, we’d encourage you to apply anyway.
What we bring to the table:
We offer exceptional benefits and invest massively in our team's happiness, well-being, and growth:
- Become part of a close-knit team making a huge impact on digital health technology to change the lives of thousands of people.
- L&D budget - growth is key. You’ll get a budget of £500 to go towards books, courses, conferences, workshops, or coaching of your choice.
- Flexible working options - everyone has a life beyond work. So, we’re happy to talk about shifting start times to reduced hours. Whatever helps you to bring your best self to the table.
- Hybrid working - we have a mixed model of office and home working. You can WFH at least 2 days a week. For up to 4 weeks per year, you can also choose to be fully away from the office.
- Base holiday - 25 days (+ bank holidays) and one extra day for every work anniversary
- Private Health Insurance via AXA health insurance from day 1.
- Regular company socials – From indoor climbing to bowling, we’ve done it all.
- Company cycle-to-work scheme - big discounts and spread the cost of a new bike.
- Good coffee in our bright and airy loft office – what's not to like?
Our Interview Process:
Submit your Application and complete a virtual 30 minute Introduction Call with a member of our Talent Team
If you are successful at this stage we'll arrange a Task Interview Online with our People Manager and Customer Service Lead (60 minutes)
Successful candidates at this stage will then be invited to an on-site interview and to meet Head of Customer Success and CEO (90 Minutes)
We aim to complete our interview processes within a 2 week period where possible, with clear communication and minimal disruption to candidates’ time – and always welcome feedback where you feel we can improve, so please share if you have any!
Log My Care is committed to being an inclusive and diverse place to work. The excellent work produced at by our team would not be possible without bringing together all of the different backgrounds, experiences and skills that our team has. We treat every employee equally, and fairly regardless of age, disability, gender, marital status, race, religion, or sexual orientation. It is vitally important that each of our team members feels confident, comfortable, and empowered.
Note to recruitment agencies: Log My Care is committed to building a long-term approach to our hiring strategy, we are therefore already working in partnership with a selected talent partner. We, therefore, ask you to hold off sending speculative CVs or sales approaches.
Job Types: Full-time, Permanent
Salary: £27,000.00-£33,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Private medical insurance
- Work from home
Schedule:
- Day shift
- Monday to Friday
Ability to commute/relocate:
- London, WC1V 6NY: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in London, WC1V 6NY
