Salary Range: £40,000-£49,000 + Pension + ESOP
Reports to: Onboarding Team Lead UK
Location: London, UK
Role Type: Hybrid
Company Overview:
Fresho is a fast growing tech start-up on a mission to transform the food industry for the benefit of people and the planet.
Our order management and payments software is revolutionising the way the entire industry operates - from day to day operations, to mental health and wellbeing, to food waste reduction - the impact of Fresho touches every aspect of the sector in a hugely positive way making it more efficient, enjoyable, profitable and sustainable. We work very closely with wholesale fresh food suppliers and 45,000 restaurants, cafes, hotels and other foodservice venues.
Fundamental to our culture is the belief that our people are everything. We are purposefully building our culture alongside our business to make Fresho a fun, positive and inclusive place to work for our dynamic team of Freshonauts.
About the Role:
We’re seeking a Senior Implementations Associate (Internal title: Senior Onboarding Associate) to join our Onboarding Team. In this role, you will facilitate the seamless launch of suppliers onto the Fresho software platform.
Your mission is to empower our customers to streamline their businesses by managing every aspect of Fresho software onboarding. This includes scoping, timeline management, quality assurance, platform and product training, stakeholder coordination, solution integration, and developing workflows and process mapping for optimal platform usage.
This role is ideal for individuals with 2-3+ years of experience in SaaS onboarding, launch, and implementation.
This is a hybrid position with options to work from our London HQ and work from home.
Key Responsibilities:
Customer Relationship Management:
* Develop trusted customer relationships through professional, reliable, and authentic interactions.
* Introduce other products and paid features to existing users, identifying upsell opportunities.
* Engage with the Marketing team to leverage tools for enhancing adoption among existing customers.
Project Management and Solution Integration:
* Oversee medium to large-sized launches, providing guidance to onboarding associates as needed.
* Create scoping documents and plans to ensure project delivery and solution integration happen in a timely fashion.
* Manage and oversee separate projects under the team’s scope.
* Meet the KPIs set by the Onboarding Team Lead.
Training and Support:
* Deliver effective training to customers via the Fresho Help Hub, videos, or booked meetings.
* Provide support and guidance to customers for resolving technical issues during implementation and onboarding, ensuring expedited responses.
* Assist with efficient data transfer, offering practical solutions and workarounds tailored to customer processes.
Technical Support and Issue Resolution:
* Offer prompt assistance and guidance to customers encountering technical issues during the implementation process, prioritising rapid issue resolution.
Collaboration and Product Development:
* Collaborate with cross-functional teams, including marketing and product development, to enhance customer experience and drive product innovation.
* Contribute insights into product development based on user feedback, prioritising enhancements to meet customer needs.
Efficiency Enhancement and Initiative Ownership:
* Drive process efficiencies through innovative ideas and proactive change management initiatives, contributing to the continuous growth of the business.
Experience & Attributes you’ll bring:
* 2-3 years of experience in a client-facing SaaS onboarding role.
* Experience with customer onboarding and integration of accounting software solutions.
* Understanding of web development environments, sufficient to understand the implications of issues within web-based applications.
* Proven track record in managing multiple small-medium sized projects simultaneously, preferably in a software environment.
* Exceptional communication and conflict resolution skills, with a customer-centric approach.
* Self-motivated with strong organisational skills, capable of managing multiple projects independently.
* A growth mindset and passion for delivering excellence in all endeavours.
* Technical proficiency to troubleshoot problems and implement solutions.
* Previous experience in hospitality, logistics, supply chain, or technology sectors is advantageous.
It's a bonus if you bring:
* Project management experience.
* Bachelor of Business/Commerce or any other relevant qualification OR experience in Food Supply Chain.
In return we’ll offer:
* Employee Share Option Plan so you can share in Fresho’s success.
* LinkedIn Learning Subscription with weekly work time dedicated to growing new skills.
* Mentoring program to help you grow and exceed your potential.
* Flexible working with hybrid and fully remote teams.
* Procaffeinating Wednesdays where the coffee’s on us + in office coffee machines.
* Weekly fresh fruit in the office.
* Regular socials (with snacks and drinks of course!).
* Fresho merch so you can look sharp in our branded swag.
* Referral bonuses - invite your friends and get paid for it!
* Employee Assistance Program to support your mental health and wellbeing.
* CEO Book Club where role-related e-books are on us.
* Fresho Sponsorship program to support your personal interests outside of work.
* Paid time off for fertility treatments and generous parental leave policy.
Fresho embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
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