Customer Onboarding Specialist

Description

Accelo is a SaaS platform that streamlines and automates service operations in small to medium-sized businesses, often doubling profitability and reducing the chaos and confusion experienced by people working in professional service businesses. Forecast PSA, an Accelo owned company, unifies project management, resource planning, and financials in one platform, powered by AI — so you get real-time visibility, control over margins, and scalable operations without the chaos. 

We are looking for a tech-savvy and hardworking individual to join our Professional Services team. As a Customer Onboarding Specialist, you will play a critical role in supporting new client onboarding, ensuring a seamless and successful adoption of the platform. You will begin by assisting Professional Services Managers with client implementations before taking ownership of your own projects. You will begin by becoming a product expert, focusing on the product and gaining experience with configuration and functionality for customers. This role requires a proactive problem-solver who can manage multiple implementations, communicate effectively with clients of varying technical expertise, and champion product adoption.

Key Responsibilities

• Assist Professional Services Managers in client implementations before gradually taking ownership of projects.

• Configure client accounts based on business needs, best practices, and existing workflows.

• Conduct engaging and educational training sessions to guide customers through the platform

• Understand key integrations, working with respective partners to support customers effectively. 

• Work on assignments with a sense of urgency, emphasizing time to value and adoption focus with customers. 

• Drive product adoption by effectively communicating the value and functionality of the platform  to clients.

• Support clients in setting up and integrating third-party applications such as email, accounting platforms, and remote monitoring tools.

• Provide timely and effective support via email, phone, and virtual meetings to ensure a smooth onboarding experience.

• Work within budgeted scope and time on assigned projects, managing multiple engagements simultaneously.

• Identify areas for process improvement and contribute to new tools and resources that enhance client success.

• Stay up to date with platform features and functionalities to serve as a trusted expert.

• Collaborate with the Customer Success Team to ensure a smooth transition post-implementation.

• Drive data migration for customer data into platform for seamless go live

Qualifications

• 1+ years of experience in Professional Services, Implementation/Onboarding, or Consulting within a SaaS environment.

• Strong technical aptitude with the ability to translate business needs into software solutions.

• Excellent communication and presentation skills for clients with varying technical expertise.

• Ability to manage multiple projects simultaneously while maintaining attention to detail and a sense of urgency.

• Experience in a fast-paced, collaborative, client-facing role.

Preferred Skills

• Familiarity with PSA tools, CRM platforms, or similar SaaS solutions.

• Experience implementing or supporting a SaaS product.

• Familiarity with APIs and third-party integrations.

Practicalities & Role Requirements 

• UK-based (remote).

• You must have current and valid permission to work in the UK. Please note: we are not able to provide visa sponsorship for this role.

• You’ll collaborate with teams based in the United States, so some flexibility in your working hours will be needed to maximise overlap.

Employee Benefits

• Competitive salary range

• Performance-based bonus plan

• Access to a co-working space in London

• Healthcare coverage for you and your dependents

• 25 days of annual leave, excluding public holidays

Equal Opportunity: Forecast is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from all backgrounds and do not discriminate based on race, gender, disability, age, sexual orientation, or any other protected status.