Customer Onboarding Specialist

Job description

Globally, 300 million industrial electric motors power the global economy while consuming 30% of all energy produced. These motors face three critical problems: they fail unexpectedly, are often operated inefficiently and selected inadequately. This leads to high costs of unplanned downtime and massive energy waste.


At Samotics, we are passionate about solving these problems with a unique, AI-driven solution that lets industrial companies reduce downtime and cut back on their energy usage. Our unique technology is used by many of the most successful and innovative industrial companies.
We are a high-growth company (>100% revenue growth per year) with a diverse, international team working out of our brand-new office in Leiden, The Netherlands. We aim to hire only the very best talent that can scale with us as we deploy our technology across the globe.


For whom?

A recent graduate (0-2 years experience) looking for a customer-facing role in a fast-growing tech company, with great interpersonal skills and a structured way of working.

Your team

The Customer Onboarding team is crucial in the customer journey that works closely with the Customer Success and Sales organization. We work relentlessly to ensure an exceptional customer journey in the first few months of engaging with Samotics and yielding results from our solution within months. The customer onboarding team currently consists of a team lead and several Customer Onboarding Specialists.

What will you do

The Customer Onboarding Specialist focuses on a smooth onboarding process for our customers. Managing the installation partners, managing and improving the processes, and relationship management are therefore key aspects of this role. The onboarding phase is crucial for building trust and confidence with our customers, so your interactions with our customers in this phase are critical.

You will be actively involved in the entire installation and onboarding process; from the kick-off meeting and site survey to the commissioning phase and training. You’ll maintain day-to-day contact with the installers at the clients’ sites, obtaining all relevant information, developing and communicating the installation planning, and ensuring progress through excellent communication and problem-solving skills.

The role provides many opportunities to work with other teams within Samotics and jointly work on improvement projects. The Customer Onboarding Specialist role is a great place to start a career within Samotics, with many who previously worked in this role having transitioned into other parts of the company.


Responsibilities

  • Ensure our clients have an excellent on-boarding experience by unburdening them throughout the installation process;

  • Regular (daily/weekly) contact with all parties involved to ensure correct and successful implementation of our product;

  • Installation project planning and management: prepare meetings, guard timelines, collect information, monitor site surveys, and guide installations;

  • Provide troubleshooting assistance when questions or issues arise (e.g.; wrongfully installed hardware, lack of / insufficient connectivity, etc.);

  • Develop in-depth knowledge of all of our hardware components and the different ways how they can be installed by our clients/installation partners;

  • Embed continuous improvement cycle: continuously identify and work on areas where we can improve;

  • Maintain close relationships with suppliers of our hardware and installation partners;

Requirements

You have an eye for detail and a ‘client-first’ attitude. You are able to work in a structured and effective way, and you get energized by realizing a first-time-right implementation. You are great at building relationships with our customers and making their onboarding experiences as smooth and pleasurable as possible

Required skills and experience for this role are:

  • A Masters' Degree (WO) - Engineering background is helpful but not required

  • Or a Bachelors Degree (WO/HBO) in Engineering plus at least 2 years of relevant work experience

  • Great communication skills

  • Fluency in English

  • Having a “Client first” attitude

  • Experienced in process management

  • Strong capabilities in stakeholder- and project management

Our offer to you

  • You will have the opportunity to work in a fast-paced environment with (international) top-tier clients

  • You will be joining a high-caliber team that is passionate about technology and its applications in the industry

  • A competitive salary

  • Flexibility to work from home 2-3 days a week

  • A brand-new, custom-designed office (with 90% recycled materials) at a three-minute walk from Leiden Central Station

  • Daily fresh lunches and healthy snacks when working in the office

  • A fun and professional company culture based on the principle of freedom and responsibility

  • Employer-funded pension with no contribution from the employee

  • Travel expenses

  • Connectivity allowance of EUR 65 per month

Please note that for this role we can only hire people with an EU passport or those eligible for a “search year” visa in the Netherlands.