The CompanyWould you like to create the future of a product used by thousands of businesses and millions of consumers? Phorest Salon Software powers almost 11,000 hair and beauty salons in the UK, Ireland, Germany, Australia, Finland, USA, Canada, UAE and Netherlands and the platform processes 7 million appointments a month for hair and beauty consumers. Phorest is the number 1 salon software brand for premium independent salons in those markets and our next goal is to become a platform upon which other companies can build applications for premium salons.
Our system touches every point of the salon experience - from the in-salon software appointment calendar and CRM with a fully integrated marketing suite to staff apps to payments. We are also the window through which the salon provides their end customer with an amazing experience through custom apps, eCommerce and online bookings. Why? Because we want to help salons find their dream clients and get them back more often and spending more.
The OpportunityAs a member of the Phorest Onboarding Team, you will manage client onboarding for a subset of our clients. You will orchestrate their onboarding journey, drive adoption/usage of Phorest features and help delight our salons by optimizing their onboarding experience. You'll also spend time understanding their needs, delivering data-driven decisions and delightful experiences that will scale.
In this role you will be expected to enhance our best practices on quality and productivity; manage client escalations and process change within the team. A customer success mindset is critical for this role as within Phorest we want to ensure customer satisfaction and retention, drive growth and help clients extract maximum value from our products.
Who You Are:You have proven strong organizational & project management skills with a track record in driving change and removing hurdles in a fast-paced environment.A minimum of 3 years Onboarding or similar experience in a SAAS environment.You are customer-focused with great product and process knowledge.You ask incisive questions and are comfortable discussing complex customer requirements.You are proactive in how you communicate and responsive to incoming requests.You have strong empathy, resilience and emotional intelligence.You own the point of escalation, providing action-based solutions to clients.You build great internal relationships that support a stellar customer experience.You deliver on Phorest's vision, values, strategy and team goals.You collaborate with other CS teams, assisting in the implementation of process changes across them.You interpret and analyze data and provide clear recommendations based on results.You live the Phorest values and stay accountable to all teams during normal business hours.You may need to do onsite visits to customers, so an ability to travel to areas in the UK is a must.Expected OutcomesYou will manage small to enterprise salons, including multi-site locations.You will manage process changes around client escalations, coordinating with Sales and our database team.You will assist to shape and drive the delivery of our New Client Journey and Onboarding process, managing client success plans and health scores.You will identify new processes with the team to introduce within Gainsight, monitoring their success for reporting with expansion in 2024.Benefits Your wellbeing is important to us - we provide private healthcare, an employee assistance program and a free online GP service (WebDoc).
As part of our Financial Wellbeing, we provide competitive Compensation, an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection.
We help you travel by providing a bike to work scheme as well as tax saver transport tickets.
We care for your family and provide Enhanced Maternity and Paternity benefits.
We grow our own timber! We provide a great learning environment including an extensive onboarding program.
Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning.
We don't believe in formal dress codes. We prefer things casual.
Want to learn more about Phorest and our interview process?
Check out nothingventured.rocks for our blog and Insights on building an evergreen company from the team here at Phorest. We have also created an Interview README with an overview of how the process works for development candidates.
Phorest is an equal opportunities employer and we value diversity at our company. Phorest does not discriminate on the basis of race, colour, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.
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