Senior Customer Onboarding Specialist
Qriously
Customer Service
United Kingdom · Remote
The Onboarding team is a global team of product experts whose mission is to enable customers to turn social data into practical insights that inform strategic business decisions. We provide customers with a tailored and scalable data and visualisation ecosystem, as well as education programs that empower customers with the knowledge and skills to confidently use Brandwatch and utilise social intelligence to harness the power of social across the enterprise.
This role is primarily one of consulting and coordinating people across multiple internal and external teams to ensure the smooth planning, execution and implementation of large-scale solutions across the Brandwatch product suite.
We’re seeking a Senior Onboarding Specialist to drive seamless customer experiences and ensure long-term success with our platform. In this role, you will act as a strategic partner, consulting with enterprise clients, designing tailored onboarding solutions, and driving adoption of the Brandwatch suite.
If you thrive in a fast-paced, consultative role and love helping customers unlock the full potential of their investment, we’d love to hear from you!
What You’ll Do
- Become a product expert, staying up to date on Brandwatch’s suite and industry trends.
- Design and deliver scalable onboarding solutions that align with client objectives while ensuring future growth.
- Manage complex customer engagements, balancing multiple stakeholders and delivering high-impact solutions on time.
- Proactively drive long-term product adoption, providing best practices and strategic recommendations.
- Lead client consultations, deeply understanding their requirements and guiding them toward achieving business goals.
- Represent Brandwatch in client-facing meetings, presentations, and industry events.
- Mentor and support junior team members, developing scalable processes and templates for success.
- Take ownership of strategic accounts, leading advanced, custom onboarding projects and consulting on tailored solutions.
- Be a pioneer in new migration projects, creating frameworks to enhance efficiency across the team.
What You’ll Bring
- 5+ years of experience in software onboarding or customer-facing roles
- 3+ years of experience working with enterprise-level accounts, designing complex solutions and data infrastructures
- Full business proficiency in English (a second European language is a plus)
- The ability to take immediate ownership of complex onboarding projects
- A strong understanding of social data analysis and social media management platforms
- The ability to quickly adapt to new software and evolving business needs
- A data-driven mindset, using insights to optimise onboarding success
- Strong communication and relationship-building skills
- Experience working in a deadline-driven, fast-paced environment
This role is perfect for someone who is a strategic thinker, problem solver, and trusted consultant ready to make an impact on both customers and the broader onboarding team.
What can you expect
- Buddy setup to help you onboard and beyond;
- An open, informal, diverse and multinational working environment;
- 25 days of PTO per year to promote a healthy work-life balance, plus 1 Wellness Day per quarter on top of your holiday allowance;
- Full Headspace subscription and 24/7 Employee Assistance program;
- Hybrid working model - 3 in-office days per week, arranged in coordination with your manager. Our London office is located in Canary Wharf, a vibrant area full of great amenities, restaurants, and transport links.