About Us We are Lightfoot, a high-growth technology company based just outside Exeter that is focused on making a difference worldwide, one driver at a time. We help businesses and private motorists improve efficiency and safety. Our technology has been proven to reduce fuel use and emissions rates by 10-20%, and at-fault accidents and wear and tear by 40-50%. It connects to your vehicle’s on-board computer and uses all the live data it produces to analyse how efficiently you are driving. It’s similar to how performance is analysed in Formula 1. Lightfoot turns that data into simple feedback for you – the driver – so you know when you’re pushing your vehicle too far and can bring it back to maximum efficiency. Beyond the vehicle, our proprietary gamification platform engages users via our app, giving our driver community the opportunity to engage in their performance and to win weekly cash prizes and rewards for achieving Elite Driver standard. Our solutions are highly differentiated from the competition which has helped us secure circa 300 of the UK’s largest fleet customers including Tesco, Asda, Southwest Water, Iceland and Virgin Media to name a few. More recently, we’ve started leveraging our gamification IP to expand our product offering to beyond drivers. With our new app-only solution we can now incentivise and reward all sorts of measurable behaviours for our customers, from physical activity to online order picking. We’ve now given away nearly £1m is prize money incentivising and rewarding desirable behaviours and are excited about the value this can bring to our customer and to our growth prospects. We’re a fun-loving bunch who are growing at an astonishing rate. We’ve moved into a brand-new, state-of-the-art office near Exeter in the beautiful Southwest (which was voted Exeter’s ‘Best Workspace’). We are excited to keep growing the Lightfoot family with like-minded, passionate individuals who share our values. We care deeply. We are innovative. We deliver excellence. We are customer first. We are friendly and celebrate individuality. About the role As our Head of Customer Onboarding, you will play a key role in our management team at Lightfoot. This is a crucial role, you take the lead in welcoming our new customers into the Lightfoot family and first impressions are of vital importance. You will lead the Customer Onboarding team to ensure that the implementation of our Hardware and SaaS products are meticulously planned, set up and put live in accordance with our customer’s requirements and timelines. You’ll need first class customer relationship and communications skills. You’ll also enjoy presenting and leading customer meetings. You’ll need some project management experience and an understanding of hardware and software technologies in an advantage. Not only will you be responsible to the set up of our software solutions, you’ll also lead the deployment of our hardware devices into our customer’s vehicles, through liaison with our fitting partners. As well as being a strategic thinker, you’ll also be hands on as key member on the team. Key duties and responsibilities Leading all aspects of customer onboarding, including: Implementation of all Lightfoot products including; Lightfoot Hardware, Ancillaries such as LF Vision & LF Locate, International Customers and SaaS products such as LF Lite and ‘Winnie’ Understanding and accurately recording the customer requirements from Sales and ensuring successful internal handover meetings happen in a timely manner Manage the Customer Onboarding team ensuring all tasks are carried out in a timely and high quality manner Leading customer ‘Welcome to Lightfoot Meetings’ to kick of the customer journey Develop high quality project plans to be shared internally and externally. Deliver on time. Management of the customer onboarding team Ensure the Lightfoot customer portal is configured correctly for each customer Host weekly customer update meetings with customers Monitor key metrics during onboarding stages to ensure project success. (e.g. Fuel reporting, device health, LF scores, etc.) Liaise with Data Science to request, review and deliver B v L reports Manage fitting partners to ensure devices are installed to meet the customer requirements agreed in the project plan Ensure that devices are set up accurately post installation (Templating) Ensure installations are compliant with a) Lighfoot procedures (can be vehicle specific Ensure we have formal sign off form customers for fitting / installations in vehicles and privacy settings in the Lightfoot Management portal Lightfoot Drivers App. Maintain a Customer Onboarding dashboard and provide regular reporting to the Senior Leadership Team Provide accurate monthly install forecasting to the Senior Leadership team Present post go live results to the customer to demonstrate the value, benefit and return on investment to the customer Interpret, interrogate and finalise B v L data ahead of presenting it to customers Ensure the successful handover of the customer to Account Management and Customer Support for ‘BAU’ once live Continually improve the Onboarding processes and customer experience Issue Customer Feedback survey after every project to ensure we gather and act on customer feedback This is not an exhaustive list of duties. Key skills, experience and qualifications Similar experience in a senior Customer / Onboarding role within a fast paced growth organisation. Previous experience of onboarding new customers. Previous experience of implementing Hardware and SaaS technology product and / or projects. Experience of developing processes, policies, training, and best practice in a similar fast-moving SaaS or Technology focused organisation. Experience of developing and delivering project plans. Exceptionally strong Customer Relationship skills. Strong stakeholder management skills and experience. Strong experience using systems and data, analysing and providing insights, and creating clear and impactful reports and dashboards. An exceptional communicator who is able to manage key relationships internally and externally at all levels. Excellent attention to detail, problem solving and analytical skills. Experience of managing and developing a team advantageous. Commercially astute Personal Characteristics Natural, genuine, caring, friendly and warm. Puts the customer at the heart of everything we do. Acts with integrity, confidentiality and sensitivity always. Enthusiastic, generous, supportive, ready to take on responsibility, keen to learn. Energising and not afraid to deal with stuff whilst working collaboratively to achieve the right result. Organised in how gets stuff done, making sure not to drop the ball. Keeps things simple; everyone knows the priorities and is clear about what they need to do. Is uncompromising in expectations, never turning a blind eye if something needs doing. Driven always wanting to get the best results possible. Is commercial, knowing the things that make a difference to the performance of our business. Tackles things head on, owning any problems, always looking out for better ways to do things. Prepared to travel occasionally for important customer meetings. Salary & Benefits £38,000-£40,000 annually Annual bonus scheme 24 days of annual leave (plus bank holidays) Birthday leave – an extra day off to celebrate End-of-year company closure between Christmas and New Year Holiday buy-back scheme – the opportunity to buy up to an extra week’s leave per annum Company sick pay Bravo benefits including -cycle-to-work scheme -financial wellbeing resources -gym discounts -MyMindPal app -retail discount scheme -tech benefits Simplyhealth Optimise health plan Simplyhealth Denplan dental plan Group life insurance (death-in-service) Company pension Long service awards Refer-A-Friend scheme Hybrid working On-site parking Casual dress Company social events and activities A personal Lightfoot device
