Sales Support & Customer Onboarding Specialist

Since its launch in 2017, FromCounsel has developed a reputation for offering an unmatched premium Q&A-based knowledge and precedent service to corporate lawyers. Adding an employment knowledge service in 2022, our aim is to make our legal content more comprehensive, more insightful, and more accessible than anyone else in the market.

Our solutions span Knowledge services, Document Automation and Training, the latter launched in April 2024 and is fast being adopted by a broad range of customers across both private practice and inhouse legal teams.

FromCounsel uniquely offers the insight and combined expertise of market leading Barristers Chambers and our own inhouse teams. These solutions enhance our clients' ability to manage legal information, advise clients with confidence, improve efficiency, and maintain professional competency in their chosen areas of practice.

With ambitious expansion plans for 2025 and beyond, the team is doubling in size as we seek to take our premium services to new customers, including Restructuring & Insolvency, Tax and beyond.

About the Team:

The commercial sales team at FromCounsel manages relationships with top 200 UK law firms, top 50 US law firms, the Big 4 accountants, General Counsel, and in-house teams across numerous corporate legal departments and other professional organizations.

We are seeking motivated and detail-oriented Sales Support & Customer Onboarding Specialists to join our dynamic team.

Job Summary: The Sales Support & Customer Onboarding Specialist will play a crucial role in supporting our renewals and new business sales team, responsible for ensuring a smooth onboarding experience for new customers and existing customers adoption of new services within our expanding portfolio. This role requires excellent communication skills, a strong customer focus, and the ability to manage multiple tasks simultaneously. The ideal candidate will be proactive, organized, and passionate about delivering exceptional customer service.

Responsibilities:

1. Sales Support:

• Assist the sales team with administrative tasks, including preparing sales reports, maintaining customer records.
• Respond to inbound customer inquiries via email and phone, providing accurate and timely information.
• Collaborate with the sales team to develop and maintain sales materials, presentations, and proposals.

2. Customer Onboarding:

• Serve as the primary point of contact for new customers, guiding them through the onboarding process.
• Develop and maintain onboarding materials, including welcome packs, training guides, and FAQs.
• Conduct onboarding sessions to educate new customers on our products, services, and best practices.
• Provide ongoing demo support to customer firms at key trainee seat rotations.
• Monitor customer progress and address any issues or concerns that arise during the onboarding process.
• Collect and analyse customer feedback to identify areas for improvement in the onboarding process.

3. Customer Success:

• Build and maintain strong relationships with customers, ensuring their satisfaction and success with our products.
• Proactively identify opportunities to upsell or cross-sell additional services to existing customers and share these with the account management team.
• Identify, develop and help implement strategies for reducing churn and increasing customer lifetime value.

4. General Administration:

• Maintain accurate and up-to-date customer records in our CRM system.
• Assist with invoicing, billing, and other administrative tasks as needed.
• Participate in team meetings and contribute to the development of sales and customer success strategies.

Qualifications:

• Degree educated.
• Proven experience in sales support, customer onboarding, or a related client facing role.
• Excellent communication and interpersonal skills. Comfortable demoing our products to customers.
• Strong organisational skills and attention to detail.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite.
• Ability to work independently and manage multiple tasks simultaneously.
• Customer-focused mindset and a passion for delivering exceptional service.
• Experience in a B2B subscription business is a plus.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A dynamic and collaborative work environment.
• The chance to make a significant impact on our customers' success.

If you are a motivated and customer-focused professional looking to make a difference in a fast-paced B2B subscription business, we want to hear from you! Please submit your resume and a cover letter detailing your relevant experience and why you are the perfect fit for this role.