vacancies-intro
Málaga, Spain Hybrid Project Management

Onboarding and Account Management Team Lead

Apply

Description

It's you who can make an impact! Join our dynamic team as an Onboarding and Account Management Team Lead and shape tomorrow's innovations! It is the dream job for those passionate about Onboarding and Account Management and crave a vibrant team atmosphere. Apply yourself or drop us a line if you know someone who fits the role. Let's enjoy the engineering and vibrant international environment together! 
We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.

About the role:

As a Onboarding and Account Management Team Lead, you'll be responsible for overseeing a team that facilitates seamless onboarding experiences for new clients and ensures ongoing relationship management to drive customer satisfaction and retention. The role requires fluency in English and one additional European language to support international clients effectively.

Responsibilities

Team Leadership & Management:

  • Lead, mentor, and manage a team of onboarding specialists and account managers
  • Establish performance goals and provide regular feedback to team members
  • Monitor key performance metrics and ensure targets are met
  • Conduct training sessions to enhance the team's knowledge and skills

Customer Onboarding:

  • Oversee the end-to-end onboarding process for new clients, ensuring a smooth and timely transition
  • Develop and implement onboarding best practices to enhance customer experience
  • Work closely with sales, product, and technical teams to ensure seamless handovers

Account Management & Customer Success:

  • Serve as the primary escalation point for complex customer inquiries and issues
  • Develop and maintain strong relationships with key accounts, ensuring long-term retention
  • Identify upselling and cross-selling opportunities and collaborate with the sales team
  • Gather and analyze customer feedback to enhance service offerings and customer experience

Process Improvement & Reporting:

  • Continuously refine onboarding and account management processes for efficiency
  • Track key performance indicators (KPIs) and prepare reports for senior management
  • Implement tools and technologies to streamline customer interactions and improve team productivity

Cross-functional Collaboration:

  • Work closely with product, sales, and support teams to address customer needs
  • Advocate for customers by providing valuable insights to internal teams for product and service improvements
  • Assist in the development of training materials and documentation for both customers and internal teams

Requirements

  • Bachelor’s degree in Business, Customer Success, or a related field
  • 5+ years of experience in onboarding, account management, or customer success, with at least 2 years in a leadership role
  • Fluency in English and at least one European language (e.g., German, French, Spanish, Italian, Dutch, etc.)
  • Strong leadership, coaching, and mentoring skills
  • Excellent communication and interpersonal skills
  • Customer-centric mindset with a proactive approach to problem-solving
  • Experience working with CRM and customer success platforms (e.g., Salesforce, HubSpot, Zendesk)
  • Ability to manage multiple priorities in a fast-paced environment
  • Analytical mindset with experience in data-driven decision-making

Desirable

  • Experience in SaaS, FinTech, or B2B customer onboarding and account management
  • Knowledge of industry best practices in customer success and retention strategies
  • Familiarity with project management methodologies (e.g., Agile, Scrum)

What's in it for you

  • Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance and mental health programs, 5 undocumented sick-leave days per year
  • Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy license, language courses and company-paid certifications
  • Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally
  • Long-term employment with 20 working-days paid vacation and local bank holidays
  • Flexibility: 100% remote work mode
  • Opportunities: we value our specialists and always find the best options for them. Our Internal Mobility Program helps change a project if needed to help you grow, excel professionally and fulfill your potential
  • Global impact: work on large-scale projects that redefine industries with international and fast-growing clients
  • Welcoming environment: feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events

About us:

Join a well-established company and a friendly team of professionals. 
Our Delivery Center in Malaga is one of the leading IT hubs in Andalusia – it provides an exceptional mix of vibrant tech talent community, wide-open access to expertise advancement opportunities, hybrid/remote work setup & endless Mediterranean seashore summer.
Seize the perks of global opportunities, local atmosphere and industry-leading clients. 

Be bold, not bored!

Experiences of tomorrow. Engineered together

Interested already?

We would love to get to know you! Submit your application. Can’t wait to see you at Ciklum.

Apply

Looking for something else?

Find a vacancy that works for you. Send us your CV to receive a personalized offer.

Send CV