Manager, Customer Onboarding Team (Southern EU)

Let’s face it: out-of-pocket expenses suck. And manual expense spreadsheets are old-school. No one wants to wait until payday to be reimbursed for something they bought for work, and finance teams have better things to do than spend hours tapping away on Excel. At Pleo, we’re on a mission to change this. We’re here to make spend management surprisingly effective and empowering – for finance teams and employees.

Pleo is looking for a hands-on Manager of Customer Onboarding team to join our amazing Solutions and Services team. 

Welcome to the role of Manager of Customer Onboarding team!

As the Country Manager of Solutions and Services for Southern Europe (Spain, France, Italy and Portugal) you will manage a team of Onboarding Managers that on a day-to-day basis coach, and onboard our customers typically in the SMB and Mid-Market segments. We are looking for a customer-centric and experienced leader that will have an impact on our growth by leading, coaching and developing our OMs. This position reports into the Global Head of Solutions and Services.

You will need to have the ability to develop excellent working relationships with other teams internally. Specifically, strong partnerships with our Sales teams, rest of the S&S Customer Success and CS Operations, Customer Education, Marketing, and Product teams will be key to this role. You'll be a constant advocate for our customers, looking out for them every step of the way.

About the team

OMs (Onboarding Managers) are responsible for healthy onboarding of our products and services and positions Pleo to meet the current and future business requirements of our customers. OMs play a critical role in proposing and implementing the right solutions for our customers, managing customer escalations, proactively communicating upcoming product changes and enhancements and setting them up for success.

We’re growing, and fast! This means that our OMs and company are responsible for the success of thousands of customers. You must feel comfortable and have the skill sets necessary to effectively organise your team in a way that supports this and provides the best customer experience possible. You’ll be held accountable to constantly looking for ways to ensure that our customers get the information they need at the right point in time. 

Are you ready to drop your beans on toast and come to help us!?

The keys to success in this role will be your ability to combine your passion and experience for leading and coaching people, with strong guidance in all customer experience related activities with a customer obsessed mindset! 

We could ramble on and on, but that’s really it! If you’re an experienced people leader and bring an unparalleled level of passionate and experience to Customer Experience, then we might be on to something big here 🚀 

Responsibilities:

• Hire, coach and develop the most amazing solutions and services team this world has ever seen! 💥
• Partner with other solutions and services and customer experience leaders and leaders across Pleo to further refine structure, systems, and resources to successfully support our mid-market and Enterprise customers.
• Own your team's metrics (impactful OnBoarding, least churn, NPS, you know as you’ve done this before) and drive the plan to and exceed our expectations 🏆
• Work closely with internal teams (Support, Marketing, Sales, Product, customer success) to align priorities, collaborate on customer needs and opportunities, and deliver early and increasing value over time.
• Advocate for the best customer experience 🤩  Be the guiding-light for your team and to other Pleo-ers when it comes to serve as the customer's advocate.

What we need from you on the first day:

• This is not an entry level position, so we need a leader with very solid SaaS Customer experience
• Proven experience in building and managing high performing teams in B2B SaaS companies
• Excellent people leader, able to hire, inspire, hold accountable, and develop an elite team
• Proven track record of leading prospect and customer engagements with B2B or B2C customers resulting in efficient onboarding, customer satisfaction, and impeccable win rate
• Passionate about providing an exceptional customer experience with a list of examples for how you stand out from the crowd
• Fluency in English plus either Spanish or French 
• A strong team player, self-starter who thrives in a fast-paced, and high-growth start-up experience
• A self-driven, high energy leader with excellent cross functional collaboration skills
• Proven ability in working effectively with diverse stakeholder groups and engaging effectively with senior executives on both technical and business topics
• Strong interpersonal skills and experience building strong internal and external relationships
• Outstanding organisational and project management skills, and the ability to manage multiple tasks and requests
• Excellent oral and written communication skills
• Experience with customer onboarding tools, customer success tools and CRM tools (Hubspot, Salesforce, CS tools, Data Visualization, etc.)
• Bonus if experienced in analytics tools or warehouses (Looker, Tableau, Snowflake, Redshift, etc.)
• Software experience is a must, SaaS experience is ideal

Your colleagues say you:

• are an inspiring leader
• know all the latest about customer onboarding, technical presales
• never settle for second best
• are a team player - we have no room for sharp elbows, politics, or egos in Pleo. 
• share knowledge
• ask for feedback all the time
• are a person they would also enjoy having a coffee with (virtual or not)

Show me the benefits! 🤩

• Your own Pleo card (no more out-of-pocket spending!)
• Lunch is on us - with catering in our Lisbon, Copenhagen and London offices or a monthly lunch allowance paid directly together with your salary in other markets 🍜
• Private health insurance to ensure you’re fit in body and mind to do your best work
• We offer 25 days of holiday + your public holidays
• For our commercial teams we do 3 days in office and 2 days at home weekly, you choose which days
• Option to purchase 5 additional days of holiday through a salary sacrifice
• Wellbeing days - fully paid days off designed for a slower pace, allowing you to take time to recharge and prioritise self-care
• We’re trialling MyndUp to give our employees access to free mental health and wellbeing support with great success so far  ❤️‍🩹
• Access to LinkedIn Learning - acquire new skills, stay abreast of industry trends and fuel your personal and professional development continuously 
• Paid parental leave - we want to make sure that we're supportive of families and help you feel that you don't have to compromise your family due to work 👶