Onboarding & Training Manager

Salary: Up to £45k (based on experience)
Hours: 37.5 hours per week; Monday to Friday 8.30am to 5.00pm
Basis: Full time, permanent
Location: Canary Wharf, London - WeWork - Hybrid office-remote working offered
Reporting to: Head of Commercial & Strategy
About this role

We are looking for a passionate and energetic Onboarding & Training Manager to come join our growing team. You will be responsible for owning the complete onboarding process, this will include demonstrating all of Onetrace's features, showcasing how these can be utilised effectively within our new clients' businesses, ensuring a smooth transition onto the Onetrace platform. Additionally, you will be required to deliver comprehensive training sessions to our existing clients.
The ideal candidate for this role will have the experience to redefine how we approach onboarding and training, always looking for new ways to improve the customer experience and streamline our onboarding process.
Our business

Onetrace built a SaaS traceability system for the fire protection industry, and are expanding into the untapped technology market in the construction industry. Our passion for problem solving, efficiency and technology drives us to continue innovating and learning, with user experience being essential to this mission.
For more insight into what we do and who we are, visit our LinkedIn page.
Our culture and ways of working
Our values lay the foundation of Onetrace’s culture and we are looking for individuals who aspire to behaviours that align with our values, fostering a collaborative company culture that unifies us all.

• Driven by passion - to transform the fire protection industry
• Devoted to innovation - pushing boundaries and creating a space for unrivalled vision
• Strive to simplify - making technology simpler for customers to use
• Do the right thing - honesty, integrity and commitment to always do the right thing
• Respect above all - respecting and understanding every individuals diverse background
• Empowering teams internally and beyond - working with equal parts humility and and ambition

We celebrate our achievements as a team and support each other by providing a collaborative and autonomous environment suited for growth and development.

We love working here. We think you will too. Let’s build great things together.
What you’ll do

• Represent Onetrace as delivering a best in class customer experience
• Gain a full understanding of the Onetrace product and the value it delivers to our clients
• Ensure you have a full understanding of the demographics of our customer base, their pain points, workflows and the support they require
• Take ownership of the onboarding process with an aim to continuously improve our processes over time
• Build and maintain a strong relationship with customers during the onboarding phase
• Collaborate cross functionally with Sales, Customer Success and Customer Support
• Deliver ad hoc training requests to existing customers whilst developing training materials and documenting these resources on an on-going basis
• Support new Onetrace starters by conducting engaging and comprehensive internal training sessions to familiarise them with the Onetrace system
• As we scale, you will be responsible for building and shaping the team from the ground up, playing a key role in recruitment and team development

We would love to hear from you if you are someone who:

Essential

• Mid-level, 3+ years in an onboarding or training role
• Prior management experience - we anticipate scaling the team in the future
• Experience in building and improving customer onboarding and training processes
• Exposure to SaaS systems
• Experience working in a start-up or scale-up environment
• An understanding of the tech/SaaS space and people skills required when working with customers. E.g professionalism, compassion, positive tone of voice, adaptability, active listening, critical thinking
• Strong communication skills - ability to build rapport, show empathy, etc
• Excellent attention to detail, and the desire to deliver at high quality
• Ability to work cross functionally with different teams
• Excellent interpersonal skills that enable you to successfully establish and maintain productive working relationships with both colleagues and customers
• Willingness to work flexibly and occasional out of office hours when required
• Positive mindset - ability to deal with set-backs and customer objections
• Ability to adapt to evolving software features, updates, and changes, and convey these changes to clients effectively
• Experience using HubSpot and Intercom or other similar softwares

Desirable

• Knowledge of Construction Industry and/or Fire Protection

Where and how you will work

Onetrace encourages a healthy work-life balance and as part of this, we understand the importance of flexibility. You will be expected to work from the office 5 days a week in the first month of onboarding, to ensure product and role knowledge is at a proficient level. After completing the first month, we can offer a hybrid office-remote working arrangement that works with the operational requirements of your role and team. As Onetrace expands internationally, there may be times when out of hours work is needed to support our customers in different geographies.
What we will offer you

• Equipment
  • We’ll set you up with an Apple MacBook and all the necessary software
  • Standing desk (when based in the office)
  • Tech accessories and Onetrace merch
• Flexible work scheme
  • Offset - Flexible work time outside of business hours for healthcare appointments, emergencies or personal matters
  • Hybrid working options
  • Remote work abroad opportunities
• Holidays
  • 25 days + Bank holidays
• Learning & development
  • Allocated time for personal development and growth, we are open to utilising external learning and development resources when necessary to promote continuous learning within our team
• Our offer
  • Up to £45k salary (based on experience)
  • NEST Pension scheme
  • Regular team socials and company events
  • WeWork membership
  • Weekly fresh fruit deliveries to the office

Diversity

Onetrace is committed to diversity in the workplace and proud to be an equal opportunity employer. If you require a reasonable adjustment, please contact us. All information will be kept confidential and will only be used for applying a reasonable adjustment.

Apply now and become a valuable asset in ensuring the on-going success and innovation of Onetrace!

For an informal discussion about the role, please contact ann.clark@onetrace.app.