Customer Onboarding Manager - DACH

About the role

We're looking for a German-speaking Onboarding Manager to join our CX Onboarding Team at Pleo. In this role, 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. You will also be part of a project that looks at scaling Onboarding and making it more self-serve. If you're excited about time to value, making customers successful from the start and continuously improving processes, then this is the opportunity for you!

Who you’ll be working with and reporting to

You’ll report to our Manager of CX Onboarding and work closely with teams in Sales, Adoption and Account Management. Our team of 8 is highly collaborative and dedicated to delivering the best start to Pleo possible for our customers. You’ll also have the chance to partner with teams across Product to ensure long-term scalability of our Onboarding process.

What you’ll be doing 

As an Onboarding Manager, you will:

• 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
• Maintain strong relationships, gather feedback and CSAT scores
• Assist in capturing testimonials or references
• Provide feedback and insights to product, development, and marketing teams
• Collaborate with stakeholders, share updates, address risks
• Ensure onboarding timeline and customer satisfaction
• Collaborate with our Product teams and gather feedback from self-serve customers to enhance our product-led onboarding journey
• Contribute to team projects and process improvements 

What you bring

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
• 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 trends
• Fluency in German and English are required for the role

Show me the benefits!

• 💳 Your own Pleo card (no more out-of-pocket spending!)
• 🍜 Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office 
• 🌴 We offer 28 days of holiday + your public holidays
• 🏠 For our Team, we offer both hybrid and fully remote working options
• 🏖️ Option to purchase 5 additional days of holiday through a salary sacrifice
• ❤️‍🩹 We use MyndUp to give our employees access to free mental health and well-being support with great success so far  
• 👶 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 

The interview process

We want to ensure you are set-up for success and understand what will be expected of you. If your application is successful, our interview process is as follows:

1. Intro call: A 30-minute chat with our Talent Acquisition Partner to discuss the role and your background.
2. Hiring manager interview: A 45-minute interview with our CX Onboarding manager to get to know each other, the role and your previous experiences
3. Challenge & Team Interview: We will send you a take-home task to showcase your onboarding strategy and data driven approach and invite you to a 60 min team interview to present your challenge and get to know part of the team
4. Bar Raiser Interview: Final conversation with a senior leader

Transparency is important to us so we also wanted to share some insights about what we’re looking for in applications to ensure you can set yourself up for success! 

Last time we hired an Onboarding Manager, we received a large number of applications but only a few were selected for an intro call. Some of the key reasons why previous candidates didn’t make it past the application screening stage include:

• CV writing and content: it was very clear that many of the CVs we saw were very generic and AI generated. There is no issue with leveraging AI to help with CV writing, there was little indication of what real impact the candidates had in their previous experience. You might have heard of the “Achieved X, as measured by Y, by doing Z” formula (credit Laszlo Bock ~2014), this is a great way to give a clear picture of what you have actually worked on. A link to the company websites of your previous roles is also a huge help!
• Application care: every single application we receive is reviewed by a human (yes, hundreds of them) because we believe that candidates' efforts should be matched by an equal level of human care. This means that we expect a similar level of attention put into your application. Read and answer the application questions carefully, they make a huge difference in our decision-making process.
• Profile to role fit: highlight most important aspects of the role, points that might get misunderstood, any specific industry requirements etc.