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Customer Success Manager - Onboarding at Mintago

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  • W1F 8BH London
  • fulltime
  • -
  • Mintago is looking for an Customer Success Manager focused on Onboarding to join our growing team in Customer Success. The ideal candidate will play a crucial role in ensuring that our clients experience a seamless and impactful onboarding process, setting the stage for a successful and enriching financial wellness journey.

    This role offers offer the opportunity to be the final owner of client onboarding processes, providing you with the chance to work with autonomy, expand your skill set and contribute to the evolution of our customer success department and overall business strategy.

    Why join Mintago?

    Mintago is an innovative financial wellbeing platform that helps both employers and their employees with their financial health. We are on a mission to help both employers and employees live happier and financially healthier lives.

    One in four UK workers reported to the CIPD that money worries have affected their ability to do their job. We believe that pension wellbeing and financial literacy are crucial for a happy retirement, which will ultimately mean a more productive workforce, a more positive workplace culture and increased savings for the employer.

    Mintago is a young company getting ready to scale post Series A funding. There is great demand for our product and we are excited to partner with the best employers in the market to bring financial wellbeing to millions of people.

    What you will do:

    • Lead the end-to-end onboarding process for new clients, ensuring a smooth transition from sales to implementation.
    • Collaborate closely with sales to understand client requirements and expectations.
    • Develop and maintain strong client relationships.
    • Understand client requirements and tailor the implementation process to meet their unique financial wellness goals.
    • Conduct thorough needs assessments with clients to understand their goals and expectations.
    • Facilitate client interactions with Mintago benefits partners.
    • Develop comprehensive project plans outlining key milestones, timelines, and deliverables for the onboarding process, ensuring timeous implementations.
    • Work closely with internal teams to configure the software to align with client specifications.
    • Proactively identify and address any issues or roadblocks that may arise during onboarding.
    • Develop and deliver comprehensive demo sessions for clients, ensuring they are well-versed in utilising our financial wellbeing platforms.
    • Create and maintain user-friendly documentation of the onboarding process, collateral and training materials where required.
    • Utilising feedback from Customer Success software, continuously improve the onboarding process and address areas of concern.
    • Facilitate a smooth transition from the onboarding phase to ongoing customer success management.

    What we are looking for:

    • Proven experience in a Customer Implementation / Onboarding role in a SaaS B2B company.
    • Background in establishing systems, building processes and structure where little exists, and demonstrated flexibility to get things done.
    • Ability to learn about and communicate financial wellness solutions and understand their value and implications.
    • Experienced in facilitating meetings and virtual workshops with strong written and verbal communication skills, exceptional organisational abilities for managing multiple projects concurrently, and a keen attention to detail in documentation and reporting.
    • Demonstrable skills and experience working directly with clients and external stakeholders in program/project management, sales, negotiation and/or mediation.
    • Experience working in financial wellness and/or benefits preferred.

    Benefits

    • Your choice of work kit (ThinkPad or MacBook Pro).
    • Hybrid work (2 days in office)
    • Budget for equipment to set up your home office.
    • A flexible company discretionary unlimited leave policy + your birthday off.
    • Flexible company hours so you can fit your life commitments - no company fixed hours as we trust you to manage your time and focus on outcomes delivered.
    • A £300 yearly budget for your own learning and development.
    • Mintago matches your pension contributions up to 4%
    • Private medical insurance (provided by Vitality)
    • Life insurance (provided by MetLife)
    • Cash plan (provided by Medicash)
    • Your own 24/7 concierge service (provided by Sodexo)
    • Access to retail & travel discounts
    • Access to salary sacrifice benefits across cycle to work, mobile, gym, tech, groceries and EV
    • Many other perks added as requested
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