Customer Onboarding Specialist - DACH (German Speaking)

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.

We’re doing away with an outdated business process to end out-of-pocket spending, encourage autonomy and give finance teams trust in employees. You'll be selling the SaaS tool (company spending solution) that comes with physical pre-paid cards that are then distributed to all employees of the company. But Pleo’s about more than just paying for stuff. You’ll be helping our customers simplify and streamline their invoices, reimbursements, subscriptions – the lot.

As a Pleo Onboarding Specialist, you will be responsible for overseeing the Onboarding process, performing onboarding, collaborating with customers and internal teams to ensure a seamless onboarding experience. 

Your role will involve understanding customer requirements, configuring the software, providing technical support, and managing the project from start to finish, and work with an objective to make the customer successful and reference-able.

Definition of success:

Success in this role will be to onboard customers within agreed constraints, achieve high customer satisfaction ratings and generate customer testimonials/case studies.

Customer Facing responsibilities:

• Establish clear expectations on methodology, roles and governance
• Identify customer objectives, priorities, policies, systems, and rollout plans 
• Align on project timeline, scope, resources, and integration requirements
• Configure Pleo for users, including activation, limits, cards, integration, and compliance
• Integrate Pleo with the customer's accounting system, export expenses, and help test
• Provide consulting, share best practices, conduct training and help drive user adoption 
• Assist in preparing data, communication, policies, and guides
• Provide hypercare, conduct final review calls, facilitate handover to CSM
• Balancing both high-touch and low-touch approach in portfolio
• Maintain strong relationships, gather feedback and CSAT scores
• Assist in capturing testimonials or references

Internal responsibilities:

• Document, share knowledge, collaborate on training and enablement
• Continuous process improvement 
• Accurately track efforts for revenue recognition, and resource allocation
• Provide feedback and insights to product, development, and marketing teams
• Collaborate with stakeholders, share updates, address risks
• Ensure onboarding timeline and customer satisfaction
• Share success stories, encourage testimonials, showcase experiences

You'll thrive in this role if you have: 

• Strong understanding of Pleo, B2B SaaS products, relevant technologies including configuration, integrations, and troubleshooting
• Good knowledge of accounting principles, financial workflows, and tax codes
• Fluency in English is required as our company language. 
• Fluency in German language is required. Any other European language would be a plus.
• Excellent and successful customer facing experience 
• Genuine curiosity for understanding and fulfilment of customer needs
• Strong and proven commitment to customer satisfaction and building relationships
• Excellent planning, prioritisation, and risk management abilities for simultaneous onboarding projects
• Strong problem-solving skills, with attention to detail
• Effective collaboration with cross-functional teams to drive success
• Willingness to adapt to changing requirements and staying updated with industry trend

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
• We offer fully remote working
• 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 👶
• All of us have a stake in Pleo’s success - ask us about our equity grant scheme

#LI - Remote