Customer Onboarding Specialist (BeautyTech)

TL;DR

Customer Onboarding Specialist (BeautyTech): Managing client onboarding journeys for small to enterprise beauty businesses, driving feature adoption, and optimizing the onboarding experience. Focus on enhancing best practices, handling client escalations, and shaping the client journey with data-driven decisions.

Location: This is a hybrid role based in the UK or Ireland, with flexibility for working from home. Occasional onsite visits to customers may be required.

Company

hirify.global is a rapidly growing tech company providing software solutions to help beauty businesses thrive globally, committed to fostering innovation and excellence.

What you will do

• Manage the onboarding journey for diverse salon clients, from small to multi-site enterprise locations.
• Coordinate process changes and client escalations with sales, data migration, and account management teams.
• Shape and deliver the client journey and onboarding process, managing success plans and health scores.
• Educate clients fully on the Phorest system through the Phorest Academy, live training, and 1:1 sessions.
• Ensure all software features are enabled and activated for clients, coordinating with the Feature activation team.
• Identify and implement new processes within the team, monitoring their success for future expansion.

Requirements

• Minimum of 3 years of Onboarding or similar experience in a SaaS environment.
• Proven strong organizational and project management skills with a track record of driving change.
• Customer-focused with strong product and process knowledge and excellent communication skills.
• Ability to ask incisive questions and discuss complex customer requirements.
• Strong empathy, resilience, and emotional intelligence in client interactions.
• Ability to interpret and analyze data to provide clear recommendations.

Culture & Benefits

• Comprehensive wellbeing support including private healthcare, 2 Wellness Days, and an employee assistance program.
• Competitive compensation, Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection.
• Support for sustainable travel with a bike-to-work scheme and tax saver transport tickets.
• Enhanced family benefits, including 2 weeks leave for Fertility Treatment, Pregnancy Loss, and Menopause, plus enhanced Maternity and Paternity Benefits.
• Extensive learning and development opportunities, including development programs and access to LinkedIn Learning.
• Flexible work arrangements and 3 moving days for employees relocating homes.