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Client Onboarding Specialist

Manchester, UK
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MirrorWeb is the world’s leading web archiving service provider. You’ll be helping us grow whilst we help you grow.

This vibrant, close-cultured company, headquartered in Spinningfields, Manchester, has recently branched into new offices in Austin, USA.  

We have acquired over 400 clients over 12 months, thanks to our internally developed, cloud-native archive technology, demonstrating our anticipated growth for the future.

Our technology allows organizations to create permanent, unalterable records of all online communications. This initially met preservation needs for UK companies such as the BBC and The National Archives, as well as the US Library of Congress. However, over the last 18 months we have grown fast in the US market as our technology is transferable to the financial sector, to fulfil compliance obligations.

Digital communications include a user’s email, social media channels, instant messaging platforms, mobile device, and their website. MirrorWeb offers a unified platform to capture, store, replay and monitor this activity.

We are looking for enthusiastic, eager-to-learn, professional individuals, willing to hit the ground running, and contribute to the continual growth of MirrorWeb, proving why our dedicated team are the reason for us being so brilliant!

Our technology:

Our Tech stack comprises of AWS, AWS Lambda, Python, Go, JavaScript, TypeScript and C++. As an AWS Partner, we work closely with their Solutions Architects to help us create, innovate and deliver cutting-edge functionality.

We work with many organizations in the public and private sector. Our clients range from National Archives to financial institutions to broadcast media. We provide high traffic web interfaces, faceted full text search, big data indexing and analytics in the cloud, and multi-platform archiving capability. Our clients use our services for compliance or risk management, brand protection and maintenance of historic records.  

We have archived the last 22 years of the UK digital history as one of our recent projects.

The role:

As a Client Onboarding Specialist at MirrorWeb, you will be responsible for organizing and implementing new clients onto our platform.

You'll play a pivotal role in the Customer Success team; you're the first point of contact once the client has transitioned to a contracted client, and are responsible for supporting both the onboarding process of a customer and their ongoing experience with MirrorWeb. You must be an excellent communicator with top quality people skills, and be comfortable presenting products and services over the phone, as well as troubleshooting issues.

You’ll be joining a relatively new team who continue to grow in their roles. MirrorWeb is unique in that we offer introductory training and support to assist with adapting to our self-developed technology, along with ongoing support to ensure you are succeeding and growing in your role.

Here's what you'll be doing day-to-day:

  • Supporting our clients through the onboarding process, from contract signature through to a go-live status.
  • Understanding the differences between our platform requirements and capabilities and aligning this with the “success plan” for the client. 
  • Communicating and documenting the necessary onboarding requirements of each client and providing an onboarding plan on this basis. 
  • Maintaining up-to-date records of client onboarding progress via our internal CRM tools.
  • Hosting training sessions for our clients appropriate to their needs; understanding how different channels (such as Facebook and SMS archiving) are managed during the onboarding process and communicating clearly with the customer.
  • Walking clients through use-case queries and communicating efficiently during problem solving scenarios.
  • Proactively assessing and validating client needs on an ongoing basis, evolving our knowledge of our clients and communicating this internally to your peers and superiors.

What you'll need:
  • Excellent and professional verbal and written communication skills.
  • Strong customer-centric values.
  • Ability to work as a team player.
  • Efficient communication, organizational skills and time management.
  • Self-discipline and motivation on performance related targets.
  • Desire to learn and grow in your role.

What is also desirable:
  • Proficient technological skills.
  • Experience using Microsoft Office 365 services (O365 encryption and threat protection).
  • Experience in client onboarding.
  • Experience using Zendesk.
  • Experience using Salesforce.
  • SaaS experience.
What you'll get:
  • Salary £22,000-£28,000 dependent on skills and experience.
  • Flexible hours and working opportunities.
  • 25 days holiday + UK Bank Holidays.
  • Bonus day off for your birthday!
  • Company Pension Scheme.
  • Direct and ongoing training.
  • Annual pay reviews.
  • Exposure to a Manchester scale-up and opportunity for progression.
  • A fantastic culture!

Ready to apply?

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