SaaS Customer Success & Onboarding Associate

Role Overview:
As a Customer Success & Onboarding Associate, you will play a crucial role in ensuring the success of internetvista’s clients by guiding them through the onboarding journey on the internetvista and PeppolEDGE platforms. These platforms support external monitoring and electronic data interchange (EDI), including e-invoicing via the Peppol protocol, enabling clients to automate and streamline their business processes.

Working closely with the Sales, IT, and Customer Success teams, you’ll help clients effectively adopt our platforms, ensuring a seamless experience from initial setup to full utilization.

You’ll be responsible for managing the Customer Onboarding Journey, helping clients integrate with our platforms, and providing exceptional support to ensure satisfaction and retention.

Key Responsibilities:

Customer Success & Onboarding:

● Manage the end-to-end customer onboarding journey on the internetvista and PeppolEDGE platforms.

● Guide clients through platform setup, configuration, and integration, ensuring they understand key features and workflows for on-line external monitoring and EDI processes, including Peppol e-invoicing.

● Serve as the main point of contact for onboarding-related queries, providing timely support and resolution through Zendesk and other communication channels.

● Collaborate with the Sales, IT and Customer Success teams to ensure a smooth handover from sales to onboarding and align on client expectations.

● Gather client feedback during onboarding to improve processes and inform platform enhancements.

● Work closely with technical teams to troubleshoot issues, optimize onboarding experiences, and ensure successful platform adoption.

Customer Journey Monitoring:

● Track and document onboarding progress for each client, ensuring milestones are met efficiently.

● Identify potential challenges or bottlenecks in the onboarding process and proactively suggest improvements.

● Maintain accurate records of onboarding activities, interactions, and client feedback.

Compliance Requirements:

● Apply ISMS procedures and requirements in daily onboarding activities.

Qualifications:

● 3-5 years of experience in Customer Success, Customer Service, or Onboarding roles, preferably within SaaS or digital companies. Experience in CRM and project management tools (e.g. Zendesk, Salesforce, JIRA Atlassian).

● Experience managing client onboarding journeys and delivering technical support in EDI, monitoring, or SaaS environments.

● Familiarity with e-invoicing standards such as Peppol is a strong advantage.

● Ability to work autonomously while collaborating effectively with Sales, IT and Customer Success teams.

Desired Skills:

● Strong digital and IT skills, including proficiency with Google Suite.

● Excellent English communication skills, both verbal and written, with the ability to translate technical concepts into customer-friendly language. French knowledge is a strong advantage.

● Comfortable working in an international, multi-platform environment, with customers mainly in Europe, but also in the US and Middle East.

Job Type: Full-time