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Customer Onboarding Coordinator

  • Location: Stirling / Wokingham
  • Closing Date: 11 December 2020

The role

This role will play an integral part in onboarding our new customers. They will be responsible for ensuring that the customer’s onboarding experience is faultless from start to finish whilst working to reduce our time to live. Working with our customers globally there will be a requirement from time to time to work with different time zones.

  • Reduce Sold to Invoicing Time
  • Improve Quality – NPS
  • Improve app usage in first 30 days


  • Work with the newly created team to ensure our customers have an outstanding onboarding experience
  • Be supportive of your colleagues and enable each of them to do their core role by undertaking as much of the onboarding process as possible


  • You will be responsible for our Customers for the first 30 days from signing the contract. You will receive the customer from the Business Development team, you will then onboard and pass a happy customer who is using well into the Client Services team
  • You will be responsible for all Customer communication during the first 30 days.
  • You will coordinate within the business all aspects of Implementation, therefore you should be experienced in project management
  • You will also be working with the customer to build their usage and quality over the first 30 days, therefore some technical and training experience would be beneficial
  • Working closely with the customers to understand their requirements, challenges etc.
  • You will also be responsible for rolling out new features to existing customers where there is a movement in tier.

What kind of person are we looking for?

  • Have a process driven mentality
  • Have an outstanding eye for detail
  • Customer centric with an ability to work in a fast paced, high pressure work environment
  • Ability to work well as part of a team
  • Outstanding keyboard skills
  • Ability to work to deadlines
  • Communication: writes clearly and concisely, speaks effectively, listens attentively
  • Interpersonal Skills: enthusiastic with a can-do attitude, works well with others and professionally represents the business by being the voice of the business
  • Organisational Skills: punctual and attentive, high levels of attention to detail, coordinates tasks, manages projects effectively and meets deadlines
  • Problem Analysis: ability to understand the main problem, identify the potential causes and propose solutions

Why work for us?

Of course, providing solutions to these isn’t possible unless we have a world class team. Luckily, we do. We have some of the industry’s brightest minds working here. Why?

As well as offering an exciting fast-paced working environment, we also have colleagues that will inspire you.

In 2018, we received backing from private equity firm, Tenzing, to continue developing our role market leader position and are looking for driven, smart people to join our team to be a part of this new, exciting phase.


  • Work from home opportunities
  • Company events & social hours
  • Bonus scheme

Job Types: Full-time, Permanent

To Apply

Please send your CV to ashley.montana@citnow.com