Partner Onboarding Account Manager London, England
Job description
ABOUT RATED PEOPLE
Rated People is a dynamic marketplace tech company connecting c.1 million homeowners each year with our network of >50k trades businesses to get important jobs done across the whole of the UK. Our product is disrupting a £50 billion a year home improvements sector and helping trades services companies, which provide 1 in 12 jobs in the UK, grow their businesses. Our goal is to make home improvements stress free and enjoyable for both homeowners and tradespeople, to drive trust and make the process as smooth as possible.
We were recently named a Times 100 top place to work and are a VC-backed scale-up with a spacious HQ in Shoreditch and headcount of c.100 passionate, innovative employees. We delivered our first profitable year in 2020 (despite the pandemic!) and have ambitious growth goals with a people-first approach, as we genuinely believe that empowered, happy and motivated employees deliver better commercial results.
OUR VALUES
At Rated People, we live and breathe our 4 E values (empathise, enable, empower and experiment) and are looking for amazing culture contributors who share our core values and care about our culture just as much as we do! For us, culture is not something that happens from the top down – everybody is a culture driver and has the autonomy to shape our working environment to make Rated People a psychologically safe, fun and inclusive space for everyone.
THE ROLE
We're seeking an experienced Onboarding Manager to join our team and play a vital role in ensuring a smooth and positive experience for both homeowners and tradespeople as they join and navigate our platform.
The Onboarding Manager will be responsible for overseeing the seamless onboarding process of tradespeople onto our marketplace platform. You will collaborate with cross-functional teams, drive effective communication, and establish best practices to ensure a positive experience for our users. The role requires a blend of strategic thinking, project management, and relationship-building skills to foster engagement, trust, and successful adoption of our platform.
Responsibilities include:
Tradespeople Onboarding:
- Develop and execute a comprehensive onboarding strategy for tradespeople, ensuring a user-friendly experience from registration to engagement.
- Collaborate with product, marketing, and customer support teams to ensure all onboarding materials, guides, and resources are accurate and up to date.
- Identify pain points and areas for improvement within the onboarding process and propose solutions to enhance user satisfaction and platform adoption.
Relationship Building:
- Establish strong working relationships with tradespeople to understand their needs and pain points during onboarding.
- Act as the primary point of contact for onboarding-related enquiries, addressing concerns, and providing guidance to users.
Training and Education:
- Develop and maintain comprehensive onboarding materials, including written guides, video tutorials, and FAQs.
Performance Tracking and Analysis:
- Monitor onboarding metrics and analyse user feedback to identify trends, areas of improvement, and success indicators.
- Provide regular reports to management, highlighting key insights and recommending actionable strategies for optimising the onboarding process.
Cross-Functional Collaboration:
- Collaborate closely with product, marketing, customer support, and sales teams to ensure a unified and seamless user experience throughout the onboarding journey.
- Act as a liaison between users and internal teams to communicate user needs, pain points, and suggestions for platform enhancement.
Required skills and experience:
- Proven experience in customer onboarding, account management, or user engagement roles within an online platform or marketplace environment.
- Strong interpersonal and communication skills, with the ability to build rapport and establish trust with a diverse range of users.
- Project management skills with the ability to prioritise tasks, meet deadlines, and manage multiple ongoing projects are essential. This role has a certain level of autonomy and the right candidate needs to be able to balance this.
- Analytical mindset with the ability to gather and interpret data to make informed decisions.
- Proficiency in using relevant software tools, CRM systems, and project management platforms.
Desirable Experience
- Experience in the home improvement or construction industry is a plus.
Don’t be put off if you do not meet 100% of the skills and experience - far more important to us is an inquisitive mindset, willingness to learn and a can-do attitude.
WHAT CAN WE OFFER YOU?
We’re proud to offer an environment perfect for creativity, fun and sharing ideas. We offer a competitive salary and a generous range of benefits:
- 25 days’ holiday (plus one day for every year of service, capped at 30 days)
- Strong and inclusive company culture we all shape and take ownership and pride in, including companywide events, surprise and delights, roundtables and culture clubs
- Market-leading private medical insurance on ‘medical history disregarded’ terms, access to the virtual GP service (Babylon) and mental health cover
- Personal L&D allowance via Learnerbly to empower you to take ownership of your continuous professional and personal development and learn, unlearn or relearn
- Subsidised in-office massages
- Regular team lunches, socials, events and office drinks
- Cycle to work scheme
- Life assurance
- Travel loans
- Fresh fruit, coffee and tea and food cupboard
- Enhanced parental leave policy
