About us
Lightning Reach is the only platform that helps people quickly access grants, support with bills and benefits through a single, simple platform - laying the foundations for lasting financial stability.
Our technology provides the infrastructure organisations rely on to deliver support faster, reduce admin and increase impact at scale. Since launch, more than 300,000 people have unlocked over £25 million in financial support, with over 100,000 people accessing help each year.
About the Role
Lightning Reach is the only platform that helps people quickly access grants, support with bills and benefits through a single, simple platform - laying the foundations for lasting financial stability. Our technology provides the infrastructure organisations rely on to deliver support faster, reduce admin and increase impact at scale. We are on a mission to help 1 million people access support by 2028.
To help us achieve this goal, we are looking for an Onboarding Specialist to help new customers successfully launch Lightning Reach within their organisation.
Your role is to be the face of Lightning Reach for new customers, ensuring that they have a positive first impression of working in partnership with us. You will become an expert on how our solutions can be used to solve customer pain points.
The role requires a high level of critical thinking, working out the best ways to solve issues, and you will need to enjoy building relationships, organising projects and helping customers achieve great outcomes.
Responsibilities
Customer Onboarding - Being the face of Lightning Reach for new customers, and ensuring that they are set up for success
Customer Training - Ensuring the customers end onboarding fully in the knowledge of how to operate our tools so they can best support vulnerable clients.
Project Coordination - Planning, tracking and managing onboarding programmes and ensuring they are kept on schedule. Working between internal and external stakeholders and ensuring timeframes are met.
Customer Experience - Ensuring a premium experience for our new customers through clear communications. Identifying opportunities to improve the onboarding experience and taking ownership of the processes.
Requirements
We’re looking for someone who is:
Top communicator: Strong communication, persuasion and relationship building skills are essential. You must excel in both written and verbal communication, and demonstrate the ability to influence stakeholders at all levels of an organisation.
Relationship management: Whilst Account Management experience is not essential for this role, we are looking for someone with experience in customer facing roles.
Self-starter: You will own the onboarding experience and must be able to prioritise and manage tasks independently.
Focused & process-oriented: You can drive processes and strategies to achieve maximum results. A detail-oriented and organised mindset, alongside effective time-management and the ability to manage multiple relationships, in crucial.
Curious and empathetic: You care really deeply about those you work with and have a genuine curiosity about people, technology, and business, with excellent listening skills and a knack for understanding customer needs.
Quick learner: You are comfortable with ramping up on new industries and technology, learning autonomously and open to feedback and continuous self-improvement.
Impact driven: You should be excited by the opportunity to make a meaningful impact on the world and enjoy working with a diverse range of people.
Nice to have
Software: Understanding of HubSpot or other CRM systems.
Sector experience: Relevant sector experience (Local Authorities, Housing Providers, Charities, Grant making bodies).
Product experience: Some experience with tech products, particularly B2B saas, is a plus.
Lived experience: Applicants with personal experience of financial hardship, or have received support from charitable organisations are strongly encouraged to apply
Diversity: We believe that diversity brings strength and fosters innovation, and are seeking candidates from a range of backgrounds, including gender identity, race, ethnicity, nationality, religion, sexuality, disability.