Location London

Reporting into Head of Customer - UK & Ireland

Role

The Onboarding Lead will be responsible for organising and leading the team of onboarding managers at Uptick based in UK, working out of the London office.

The role is responsible for onboarding new Uptick customers and supporting the wider onboarding team as they navigate and develop their skills at Uptick.

Uptick makes software specific to the fire protection industry used to maintain over 250,000 building across UK & Ireland. Thousands of people use Uptick every day worldwide - for their entire day - so providing an excellent experience for all customers is critical for us as a business.

What you’ll need to do

To succeed in this role a candidate must:

• Project management - Maintaining project timelines from sales handover to completed onboard project
• Data importation - Cleaning, preparing, manipulation and loading of customer data into their Uptick environment
• System configuration - Hands-on configuration of client data to default or agreed scope
• Collaborate with Professional Services Team as required for any additional onboarding requirements e.g. data migration from existing software
• New customer training - Training of new customers on the system in preparation for them to integrate the system into their daily processes
• Host weekly team meeting(s) - Maintain a regular meeting cadence with the onboarding team for Q&A, process updates
• Onboard / coach new team members - Develop new team members skills and ensure they have access to all the tools they need to do their role
• Maintain current tooling, processes & documentation - Ensure that all onboarding tools, process and documentation are up to date and continuously improved
• Collaborate with other teams as required - Be the point of contact and representative for the onboarding team in the wider Uptick ecosystem

How you will be measured

• Monthly Recurring Revenue Gone Live
• Average days in onboarding
• Service Satisfaction (CSAT)