Customer Onboarding Manager

The position

Job description

As a Customer Onboarding Manager within the Customer Onboarding & Production team, you will be mainly responsible for welcoming new and existing clients ensuring the best satisfaction possible all along their journey with Welcome to the Jungle.

Scope & Responsibilities

1. Manage a portfolio including new and existing clients by:
   • Welcoming clients right after the closing
   • Sending the back-office access and setting-up the profile
   • Providing clients the key resources to prepare their photo & video shoot, complete their company description and write their job offers
   • Giving clients personalized advices to leverage their profile towards candidats
   • Identifying needs and consistently proposing solutions that provide additional value to clients
   • Anticipating and preventing potential dissatisfaction to ensure a long-term partnership
   • Ensuring product adoption thanks to step-by-step indicators
   • Extend the level of services provided from the Employer Brand Asset Library (new formats, labels, etc.)
   • Collect clients feedbacks through the CSAT survey
2. Work closely with all the teams involved in the Customer Experience especially Production, Revenue and Product teams
3. Advocate for client needs and collecting, prioritizing & sharing client feedback internally in order to contribute to product, offer (pricing and packaging) and process improvements
4. Participate to the team life by bringing your best practices to the team members

For a better understanding of the Customer Onboarding Manager role and the Customer Management department, please have a look at the videos below:

• Darina, Team Lead Customer Delivery
• Sylvain, Director Production Delivery

Preferred experience

At Welcome to the Jungle, we are all coming from (really) different backgrounds, that’s our main strength!

We invite you to apply if you are motivated and interested in HR / Tech environments and if :

• You have between 2 and 5 years of experience in Onboarding, Customer Care, Customer Success or Account Management in a fast moving company.
• You master project management, even with complex personae.
• You enjoy understanding needs, bringing help and expertise, and delivering with efficiency.
• You are able to take a step back, analyze your clients behaviors and anticipate their needs.
• You have a strong customer-centric mindset and can take action in a client’s situation when you feel it necessary.
• You are organized, meticulous, and responsive.
• You speak and write both French and English fluently.

Welcome to the Jungle aspires to promote a positive social impact. Its mission includes paying particularly close attention to fostering diversity, inclusion and equality within teams as well as within its community.

Recruitment process

• Step 1 : Visio interview with Laurène, Talent Acquisition Specialist (around 45 minutes)
• Step 2 : Visio interview with Darina, Team Lead Customer Onboarding (around 1 hour)
• Step 3 : Visio interview with Anne-Claire, Head of Onboarding & Production, and a member of the Talent Acquisition Team (around 45 minutes)
• Step 4 : Visio interview with Clément, Business Technology Manager (around 1 hour)
• Step 5 : Visio interview with one of your colleague (around 1 hour)