As part of our growth, we are looking for our next Onboarding Manager German Speaker.
Reporting to Coralie, Head of Customer Experience at Onepilot, your main missions will include:
Understand the needs and challenges of clients during the onboarding process by aligning with the sales team
Onboard the client on Onepilot by building the knowledge base and training materials, completing tickets (mails/calls) to ensure everything is set up properly, integrating clients tools and setting up KPIs
You will be responsible for the launch of operations, this include training the first pool of agents and leading transition to the Account Manager once the onboarding is finished
Set up regular check-ins with your clients to guide them through the implementation
Adapt your communication based on each client’s level of digital maturity and specific needs
Advise clients on best practices related to Onepilot and customer support ecosystem
Promote our values in all client interactions
Actively contribute to the Onepilot knowledge base completion, improving existing processes, and enhancing our product alongside all teams (Tech, Product, Ops, Sales team etc).
Your Key Results will be: customer onboarding score, onboarding average duration, customer retention 30 days post launch and agent quality
