The Company:
When it comes to digital communities, The Alliance is leading the way. Product marketing, sales enablement, product-led growth, AI, customer success, CMOs; you name it, we’re home to thriving communities for them all.
With over 70,000+ professionals part of our communities and a never-ending supply of content, courses, events, and memberships, we are a key part of all our members' growth. We pride ourselves on being the high-level learning partners of some of the world's largest and most influential professionals and companies.
About the Role
We’re looking for an organised, proactive and people-focused Onboarding Specialist to join our Account Management team. You’ll be responsible for getting new customer teams up and running, setting up accounts, solving platform issues, and ensuring everything's in place so they can start seeing value from day one.
This is an operational role that requires excellent attention to detail and a natural ability to build trust with customers. You’ll work closely with Account Managers, helping set the stage for renewal success and long-term account growth.
This role is perfect for someone with experience in customer service, onboarding, or customer success work, with a long-term goal of progressing into a more strategic Account Manager role.
Key Responsibilities:
Customer onboarding: Run the onboarding process for new teams (3+ users), ensuring smooth account setup, platform walkthroughs, and a high-quality handover from Sales.
High-Touch Account Management: Maintain regular, proactive communication with high-value clients to understand their evolving needs.
Platform support: Own incoming platform and login queries from your portfolio, jumping on quick calls or screenshares to resolve issues fast. Set up and manage access across multiple systems (CMS, community, events, etc.) with high accuracy and speed.
Customer comms: Be the go-to person for BAU communication with accounts during onboarding, you’ll be the face they see most often early on. Ensure customers are actively engaging with our platform early and often, building momentum.
Collaborate Across Teams: Work closely with Account Managers to flag issues, suggest upsell opportunities, and help prep for QBRs or renewal meetings.
Requirements:
Some basic experience in a B2B customer success and/or in a customer-facing role, customer success, onboarding or customer service.
Exceptionally organised, juggling multiple accounts and onboarding steps simultaneously without missing a beat.
Comfortable owning your own workload and confident holding other people accountable to their deadlines.
Strong communicator - from our customers to your colleagues, you’ll be working very closely with lots of people.
Previous use of Intercom ideal but not mandatory
Team player - success doesn’t happen in a vacuum, we need everyone in the org to be rallied around the same goals and helping each other out to achieve them.
Adaptable - Being a startup, things here move quickly and you’ll be thrown last-minute curveballs. We enjoy it. We need you to, too.
Creative problem-solver - we know that processes can always be improved. We’re looking for someone who can think on their feet, solve problems, and identify opportunities.
Tech-savvy - we lean on lots of different apps and while we’ll obviously onboard you on each, we’re looking for a quick learner who can show us a thing or two.
Compensation: £30,000-£32,500 Base salary *depending on previous experience
Location: this role can be hybrid in our London office or fully remote within the UK
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Core Benefits:
Enhanced paid holiday: 34 days including UK Bank holidays and a day off on your birthday
Private Medical & Dental
Life Insurance: (4 x salary)
Early bird or night owl? Our flexible hours policy allows you to structure your work for when you're most productive
Extensive tech gear kit
Wellbeing Benefits:
On-demand therapy, coaching & mental fitness via Oliva
Heavily subsidised gym membership
Cycle to work & Workplace Nursery schemes
Flexible benefits via the thanksBen platform (Allowance is to spend on anything that makes you happy. £600 annually in year 1 - scaling year on year up to £1,980+)
Learning & Development:
Personal L&D budget (£500 annually in year 1 - scaling year on year up to £3000+)
Volunteer & L&D Days: 1 paid day per quarter for either L&D or Volunteer activities
Community and Inclusion
We are committed to creating a workplace that is free from discrimination and bias, and where everyone has equal opportunities to succeed and contribute. We acknowledge that our work here is never done - and we promise to continue striving for inclusivity every day.
If you’re worried you don’t quite hit all the requirements we’ve listed, don’t let that hold you back from submitting your application! Unique backgrounds, experiences, and perspectives are essential for our ability to innovate and grow, so if you think you’d be a great fit then we’d love to hear from you.
We are The Alliance - in more ways than one.