Rithum™ is the world’s most trusted commerce network, accelerating how brands, suppliers, and retailers work together to deliver seamless e-commerce experiences. We provide an unmatched platform for brands and retailers, enabling them to accelerate growth, optimise operations across channels, scale product offerings and enhance margins.
Today, more than 40,000 companies trust Rithum to grow their business across hundreds of channels, representing over $50 billion in annual GMV. Using our commerce, marketing, and delivery solutions, our customers create optimised consumer shopping journeys from beginning to end.
Overview
As a Senior Onboarding Specialist, you are responsible for ensuring the seamless onboarding and successful launch of our Retailer clients on our SaaS e-commerce platform. As a senior member of the team, you act as a technical expert and manage a portfolio of complex projects but also lead and mentor other team members. You own client and channel relationships, design scalable solutions, and take on additional responsibilities to drive process improvements and ensure consistent client satisfaction.
Responsibilities
- Demonstrate platform and technical expertise serving as the lead platform and technical subject matter expert during the launch phase, handling advanced technical questions and queries from clients (software, data feeds, API, FTP).
- Provide expert feedback to Product Management for product features and enhancements, driving continuous improvement.
- Lead the development of client resources, including videos and webinars, and provide expertise for cross-training within the company.
- Mentor and coach onboarding team members to enhance their technical knowledge and client interaction skills.
- Own the setup, customization, and optimization of client accounts, ensuring a tailored and efficient onboarding process.
- Deliver high-impact training sessions to client user groups, using methodologies customized to specific client needs.
- Oversee configuration and troubleshooting during the client onboarding process, resolving complex issues proactively.
- Transition clients smoothly to the Support team following the implementation phase, ensuring they are fully prepared for ongoing success.
- Develop and maintain strong relationships with clients, serving as a trusted advisor and ensuring long-term satisfaction and loyalty.
- Produce and maintain comprehensive internal and external documentation related to onboarding processes and channel integrations.
- Collaborate closely with Sales, Business Development, Engineering, Product Management, Client Success Managers (CSM), and Account Strategy Managers (ASM) to ensure seamless client transitions and mitigate potential blockers.
- Drive cross-functional initiatives to improve onboarding processes, reporting on progress and outcomes to senior leadership.
- Design scalable solutions that benefit both the onboarding team and clients, focusing on efficiency and client satisfaction.
- Effectively communicate complex technical information to both technical and non-technical audiences, ensuring clarity and understanding.
- Take on additional responsibilities as needed, potentially including initiatives that drive strategic objectives across the onboarding team and beyond.
Qualifications
Minimum Qualifications
- 2+ years of experience in SaaS onboarding, with a proven track record of managing complex, enterprise-level projects.
- Fluent in both written and spoken English.
- Extensive experience and strong knowledge of API (REST and SOAP) integrations.
- In-depth experience working with product data feed formats (XML, TXT, CSV, JSON) and familiarity with FTP protocols
- Experience mapping data feed formats into other system requirements.
- Proficient in Excel and HTML with a solid understanding of technical configurations.
- Demonstrated leadership and mentoring abilities, with experience guiding teams and enhancing their performance.
- Exceptional problem-solving skills, with a proactive approach to identifying and resolving issues.
- Strong time management skills and the ability to prioritize tasks effectively in a fast-paced environment.
- Excellent documentation skills, with experience in developing and delivering comprehensive software training curriculums.
- Strong oral and written communication and presentation skills, with the ability to influence and guide stakeholders.
Preferred Qualifications
- Bachelor’s degree preferred.
- Fluency in written and spoken English is required; proficiency in German or Dutch is highly desirable.
- Experience troubleshooting EDI files.
- Ability to triage, support and develop solutions for complex client issues.
- Ability to leverage sales techniques to improve closure rates.
- Sales experience with complex products.
- Ability to identify process improvements that lead to better team performance.
- SalesForce and Zendesk experience.
- Working knowledge of ITIL® is preferred, certification.
- Demonstrated experience in providing strategic guidance for API integrations.
- Extensive experience working with enterprise-level clients in the e-commerce industry.
- Expertise with remote-based training tools and methodologies.
- Project Management Experience or Qualifications (PMP, Agile, etc.).
Travel Required
Up to 10%
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
What it’s like to work at Rithum
When you join Rithum, you can expect to work with smart risk-takers, courageous collaborators, and curious minds.
As part of the Rithum team, you are valued, supported, and included. Guided by a transparent culture and accessible, approachable leadership, we offer career opportunities aligned to your ambitions and talents. To ensure work and life balance works for you, we also offer an array of resources to support you and your families, including comprehensive benefits and wellness plans.
At Rithum you will:
- Partner with the leading brands and retailers.
- Connect with passionate professionals who will help support your goals.
- Participate in an inclusive, welcoming work atmosphere.
- Achieve work-life balance through remote-first working conditions, generous time off, and wellness days.
- Receive industry-competitive compensation and total rewards benefits.
Benefits
- Enhanced Private Medical Insurance and a Health Cash Back Plan
- Life insurance & disability benefits
- Pension plan with 4% Company match
- Competitive time off package with 25 Days of PTO, 8 Company-Paid Holidays, 2 Wellness days and 1 Paid Volunteer Day
- Flexibility to choose where you work - at home, in the London office, or both!
- Access to tools to support your wellbeing such as the Calm App and an Employee Assistance Program
- Professional development stipend and learning and development offerings to help you build the skills and connections you need to move forward in your career
- Charitable contribution match per team member
Rithum is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic. All employment is decided on the basis of qualifications, merit, and business need.
We're committed to providing reasonable accommodations in accordance with the law for qualified applicants. If you require assistance during the interview process due to a medical condition or need support accessing our website or completing the application process, please reach out to us by completing the Accommodations Request Form. Your comfort and accessibility are important to us, and we're here to ensure a seamless experience as you explore opportunities with our team.
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