Customer Onboarding Manager I - Lisbon / Madrid / Berlin

About Pleo
Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. At Pleo, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike - with a vision to help all businesses ‘go beyond’.
The word ‘Pleo’ actually means ‘more than you’d expect’, and living by that mantra has been the secret to our success over the last 10 years.
Now, we’re at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. With great ambitions driving us forward, we can’t say we’ve got this whole thing figured out. And frankly, that’s half the fun! What we can say is that we’re a driven, progressive, and, importantly, a kind bunch of 850+ people from over 100 nationalities, all committed to delivering the future of business spending, together.
Step into the world of Customer Onboarding , a place where seamless onboarding experiences are crafted to bring delight to customers and businesses alike. As a Pleo Customer Onboarding Manager, you hold the key to unlocking the full potential of our cutting-edge solutions for businesses across Europe & the UK. Your mission is to oversee and execute the onboarding process with precision and finesse, collaborating seamlessly with both customers and internal teams to ensure a smooth and memorable journey from start to finish.
Picture yourself as the bridge between technology and human connection, understanding each customer's unique requirements, and configuring Pleo to match their needs perfectly. You'll be the go-to expert for technical queries, providing consultation, sharing best practices, and conducting training to drive user adoption that allows our customers to take their business to new levels. Your role goes beyond just technical prowess – it's about building strong relationships and ensuring customer success becomes a powerful reference point for the world to see. Your genuine curiosity and exceptional problem-solving skills will shine through as you navigate multiple onboarding projects with ease, all while staying up-to-date with the latest industry trends.
Some of the fun you will have Facing the customer externally:
In short, after our customers have signed up to Pleo, you'll be in charge of their Onboarding

Work with these customers to identify objectives, priorities, policies, systems, and effective rollout plans

Align with our customers on project timelines, scope, resources, and integration requirements

Configure Pleo for users, including activation, limits, cards, integration, and compliance

Integrate Pleo with the customer's accounting system, export expenses, and help test

Provide consulting, share best practices, conduct training and help drive user adoption

Assist in preparing data, communication, policies, and guides

Provide 'hyper care', conduct final review calls, facilitate handover to the dedicate Customer Success Manager.

Maintain strong relationships, gather feedback and CES scores

Assist in capturing testimonials or references

And internally facing:
You'll enjoy sharing knowledge with the team, collaborating on training and enablement

The opportunity to work and add your voice to our continuous process improvement projects

Accurately track efforts for revenue recognition and resource allocation

Provide feedback and insights to product, development, and marketing teams

Collaborate with stakeholders, share updates, address risks

Ensure onboarding timeline and customer satisfaction

Share success stories, encourage testimonials, showcase experiences

You will thrive in this role if you have
Successful customer facing experi