CultureSuite in Rotterdam is looking for an Onboarding Specialist for 32 to 40 hours per week | Vacancy for a Paid position, Full-time, Part-time | Deadline: 05-05-2024
CultureSuite is born from the merger of both After Digital – a digital agency and Peppered – a SaaS platform of tools including websites, mailing and digital signage. The merger brings with it the combined global experience of the of the arts and cultural sector, whilst delivering a more sustainable digital model for the non-profit sector alongside award-winning design and consultancy.
We are looking to grow our Professional Services team with an additional Onboarding Specialist (OS).
Onboarding Specialist
32 to 40 hours per week – hybrid / remote
The Onboarding Specialist (or ‘implementation consultant’) has an interesting role: seen as a very technical person, almost a developer, from the point of view of our clients, but to our Research & Development (R&D) team they bring forward the client’s perspective. The OS could be described as someone that is a professional puzzle solver, also being able to create new pieces of the puzzle if needed.
Liesanne, our Lead Onboarding Specialist, shares:
“What I genuinely value about our work is that our efforts are immediately evident online for the global audience to view. This isn’t just about the visual impact; it’s also about facilitating an intuitive journey for visitors and helping our clients adapt their usage of the SaaS platform.”
The OS is part of the Professional Services team and also works closely with both the Customer Success team and the R&D team to offer paid services to our growing number of clients.
As we are in an exciting period of growth (now active in 6 countries), we expect to expand the team further. This will look like bringing onboard design, development and of course more Onboarding Specialists to the team. It could also be that we’ll move into training-the-trainer as we look into working with partners.
The Onboarding Specialist is instrumental in ensuring a smooth transition for new clients as they begin their journey with our SaaS products and existing clients as they expand the use of them. The OS is responsible for guiding clients through the initial setup, training, and integration processes, ensuring a seamless and positive initial experience. The OS implements planning & ticketing systems, as well as updates, through coding.
Clients may call on the Onboarding Specialist for updates; when they need support with a redesign, adding more of our SaaS products, or when we roll-out new modules within their licence fees. The Onboarding Specialist works closely with the Customer Success (CS) team who will handle the project management and support with all client communications.
As an Onboarding Specialist, you are the bridge between our clients’ needs and our technical solutions, translating complex processes into easily understandable steps for our clients.
Language proficiency
- English: C1 or C2
- Dutch: At least A2 with a willingness to learn it further
Responsibilities include:
- Setup & Configuration: Assisting clients with the initial setup and configuration of our SaaS products to align with their specific needs and objectives;
- Product Training: Conducting comprehensive training sessions for clients, ensuring they’re comfortable with the platform’s features and functionalities;
- Resource Provision: Providing clients with relevant resources, guides, and best practices to kickstart their journey;
- Integration Guidance: Assisting with the integration of our SaaS product into the client’s existing systems or workflows;
- Feedback Loop: Gathering early feedback during the onboarding process to identify potential areas of improvement in the product or onboarding methodology. Also your ideas can/will find their place in the product roadmap!
- Success Benchmarking: Setting initial success metrics and benchmarks with clients, ensuring they start on the right path;
- Inter-department Coordination: Collaborating with the Customer Success and R&D teams to ensure a holistic onboarding experience and to address any technical challenges during the initial phases.
Bonus points if you have…
- An understanding or strong passion for the arts and culture industry;
- Familiarity with (or not being afraid to learn) light coding including CSS-settings;
- Previous experience in a similar role for a SaaS product;
- A degree in a relevant field;
- Willingness to travel when required.
What’s in it for you?
- Work in a fast-growing scale-up, with an exciting perspective and potential for further international growth;
- CultureSuite is a company that is active and specialised in one of the most beautiful sectors – culture (theatre, art, music, film), so you come across the best organisations and meet the most inspiring people, who share the same thing from various backgrounds: love for culture and the value that art can have in a society;
- A laptop at your disposal (which can be used for private use as well);
- Participation in the pension programme;
- Flexible work hours and holidays;
- Work remotely;
- Official parental leave;
- Amazing parties, workshops, and other entertainment and educational activities!
- In addition, CultureSuite has an arrangement to flexibly schedule all public holidays as days off at other times;
- For this vacancy, candidates are sought in the two countries where CultureSuite has offices: the UK and the Netherlands. Further primary and secondary employment conditions are therefore subject to local guidelines and regulations (such as vacation days and coverage of certain expenses/benefits).;
- Salary indication for the Netherlands: €2.800-€3.400.
Equal opportunities
We’re an equal opportunity employer and diversity is extremely important to us. We never discriminate on the basis of gender, age, race, religion, national origin, sexual orientation, marital status, veteran status, or disability status.
We’re committed to removing invisible barriers. We are happy to make any adjustments we can to better support you.
Your location
We are a hybrid/remote team based in the UK and Netherlands. Candidates must be legally authorised to work within the UK or Netherlands without the need for CultureSuite’s sponsorship for an immigration-related employment benefit (i.e. work visa, work permit, etc.
We value face-to-face interactions to achieve our mission and bring out the best in each other, and so a willingness to travel is highly desirable.
A drive for change
At CultureSuite, we’re always striving to do our best. This means we foster a culture of open communication and a safe place to ask questions. We value honesty and communication within our teams, and everyone at CultureSuite is encouraged to support each other. Not only do we offer our staff continuous development, we also have company-wide knowledge sharing sessions every 9 weeks (and not always work related!)–as well as each individual team being encouraged to internally share new knowledge as often as possible. We don’t just want to learn new skills and ways of working, we also want to encourage positive change in the world. To achieve that, we’re on a journey to become B Corp certified, and are aiming to become a carbon neutral organisation with the help of our partner Ecologi.
How to apply
If this sounds like the next step you’ve been looking for in your career, please use the linked form to send us your CV and a cover letter telling us about your experience and what makes you right for the role (paying close attention to the responsibilities and language proficiency sections above). If appropriate for the role, also include your portfolio. Please click the ‘Apply now!’ button below to fill out our application form.
Please do not use this vacancy for acquisition purposes.
For more information about the organisation: see our website.