Client Onboarding Manager

ABOUT THE ROLE: 

The SaaS-company Avinode Group has a suite of global digital B2B services for business aviation and is now looking to find their new Customer Onboarding Manager. The company is constantly striving to close identified gaps in the market by creating innovative and essential tools for modern business aviation. They are doing so with three platforms, Avinode, Schedaero and Paynode.

You will take responsibility for overseeing all operations of the Onboarding team while focusing on managing existing onboarding processes as well as implementing new ones. You will manage digital channels including live chat, e-mail, internal tools and user reviews along with collaborating with key stakeholders to drive innovation and improvement of the onboarding experience.

The team consists of seven people spread across Sweden and the US. You will lead the team to research, analyze and recommend improvements, but also set onboarding strategies for various client segments and follow up on these initiatives. A part of your role will also involve building campaigns, automations and self-help solutions to create a high-quality experience for a variety of audiences, use-cases and permissions. Avinode Group being a dynamic company will have you being involved in various projects along the way, as well as encouraging you to take initiative a put great ideas forward.

In summary you will:

Lead a global staff of Onboarding Specialists
Lead operations across multiple lines of business groups and service channels ensuring proper turnaround time and customer satisfaction
Manage and deliver on the Onboarding KPIs
Optimize the training and onboarding of new accounts, users, and system features to ensure customer satisfaction
Participate in exploration, evaluation, and integration for new platforms, tools, and technologies to scale the business
Continuously improve team efficiencies by reducing manual tasks and streamlining process between multiple teams

IDEAL CANDIDATE: 

We are looking for someone with a proven track record from similar roles in a B2B company without strict specialist teams working in silos. You have to be able to get involved in the daily operations, supporting and pointing the team in the right direction when questions arise.

BA/BS degree in relevant field
Experience of working with a digital product
Able to build a great client experience with emphasis on onboarding
Previous managerial expertise, preferably from both in-office and remote work
English on a native speaker level (both written and spoken)
Strong project-and people management
Great communication skills with ability to portray a clear vision
Data analysis skills with competence enough to generate valuable conclusions

ABOUT THE COMPANY:

Avinode Group, owned by World Fuel Services, brings tech solutions to business aviation problems. We spotted a gap in the market and created a set of indispensable tools - the modern business aviation essentials.

Today, we operate a growing suite of applications that 7,000+ air charter professionals use to do their everyday work. We take our role in their businesses seriously and make a point of delivering consistently excellent customer service and unique, ever-improving products.

Avinode, is the world’s leading air charter sourcing platform for business aviation professionals to buy and sell charter online. Every year, Avinode processes around 8.0 million trip searches and 13 million trip requests.

Schedaero, is a flight operations platform that enables operators and flight departments to schedule, maintain and sell out private fleets with ease. Schedaero brings all charter sales activities and details together in one place.

Paynode, is our payment platform specifically designed to facilitate payments in the air charter industry. With Paynode, our members can send and receive payments with anyone, anywhere – all in one easy workflow allowing industry professionals to transact 24/7/365.

This level of sophistication doesn’t stop us from having fun, however. We “Noders” find it important to enjoy an open and friendly work atmosphere, where a bit of quirky humor is always welcome. With 100+ Noders spread between Sweden and the US, our flexible and collaborative culture empowers every single person to come forward with new ideas, to make mistakes and initiate dialogue. Avinode seeks candidates who thrive on exciting assignments and can collaboratively work alongside smart, humorous, and dedicated co-workers. Our roots are firmly planted in our core values, which inspire us every day to exceed expectations.

To know more about who we are and what we do, please visit our website avinodegroup.com

EMPLOYMENT: 
This is a recruitment process meaning you will be hired by Avinode directly and OIO acting as a recruitment partner with all questions regarding the role going through us.

ADDITIONAL INFO: 
Employment type: Full-time, office hours with a flexible schedule
Location: Gothenburg/Remote
Contact: Dino Segetalo

ABOUT OIO: 

Our passion is to help you find the right role and workplace. At the same time, we are aware of the fact that you are picky and choose carefully before taking your next career step, we would do the same. That is why we are dedicated in making sure we get to know you and your ambitions during the recruitment process. We believe that people in the right place have a greater chance of reaching their full potential. Through fair, uncomplicated employment conditions and a present leadership, we strive to help you grow professionally. In this way, we aim to become an obvious career partner for you. We are as picky as you are.