Customer Onboarding Team Lead

• Our Team Lead for Customer Onboarding is responsible for ensuring a world-class onboarding experience for our customers across all products and segments.
• This is a new role with the focus of centralising our regional Customer Onboarding operations and implementing global onboarding processes, metrics, digital journeys and internal workflows to increase customer satisfaction, efficiency, and time to value
• Own Global Onboarding Strategy: Define Onboarding journeys and playbooks for each customer and product type in collaboration with the Onboarding consultants and CS Leadership team, implement key performance indicators to measure the success of these changes, and collaborate cross-departmentally to enable teams on how to position our Onboarding offerings
• Manage our Onboarding Consultants: Act as direct line manager for the Onboarding consultants managing their performance, career progression plan, providing coaching, feedback and guidance in support of their professional development, fostering a strong team culture amongst the Global Onboarding team
• Implement Onboarding Best Practices: Leverage data to make decisions on changes to our Onboarding journeys, and implement the needed dashboards to measure and manage the health of our Onboarding customers, so needed interventions can be spotted and acted on quickly
• Collaboration: You’ll be part of the CS Leadership team, collaborating closely with them on departmental topics, and will also collaborate on a daily basis with partners in Sales, Support and Product to share guidance, manage requests, plan Onboarding capacity, and support with enablement
• During the first 3 months: You’ll learn our team, products and tools, getting to know our current state, and taking the first steps in centralising Onboarding at Tellent by establishing global team meetings, 1:1s, and getting under the hood of our existing systems and playbooks
• Within 6 months: You’ll have developed and begun executing on your plan to standardise customer Onboarding processes across our Key, Scaled & Digital segments, both human-led, and self-service onboarding. You’ll have established initial KPIs for Onboarding consultants and for our digital Onboarding journeys, and be part of cross-departmental projects with partners in Sales, Support & CS
• After 1 year: CSAT, time to first value and onboarding completion will have increased. You’ll be monitoring pitfalls and tension points in our updated customer journeys and implementing solutions to solve for these. You’ll act as a consultative resource for the Sales team to ensure prospects have the appropriate Onboarding package, and be shaping, growing & motivating the Onboarding team members you manage

Benefits

• Hybrid work: You decide if and when you want to come to one of our offices.
• Flexible hours: Our employees can choose which working hours are the best for them
• Training budget: Up to €1500 per year for your personal development. You will keep your skills sharp
• Well-being support: Direct, free, and easy access to professional mental health support (provided by OpenUp)
• Equipment: We offer everyone a MacBook, a screen and Apple accessories
• Fitness subscription: We offer everyone a sports card that is acceptable in many fitness facilities.
• Work from anywhere: Take your laptop and work from anywhere (for up to 4 weeks/year)- Extensive background in customer-facing SaaS roles, ideally in Onboarding or Customer Success/Account Management
• Proven ability to lead cross-functional initiatives independently from strategy through execution
• Highly comfortable in agile environments with an entrepreneurial, proactive mindset
• Strong written and verbal communication skills in English (minimum C1 level or higher) Dutch/French/German are a plus
• Skilled in leveraging data-driven insights to make informed decisions and solve complex operational challenges
• Empathetic and motivational leader who excels at active listening and coaching team members
• Assertive communicator capable of building strong relationships and driving alignment across internal teams and external stakeholders