Client Onboarding & Training Manager

Who We Are

Spoki is the conversational marketing platform that enables businesses to communicate with their customers through WhatsApp, Voice, and SMS. We help over 1,800 companies turn conversations into conversions, with open and engagement rates that far exceed traditional channels.

We're growing fast and looking for an Client Onboarding & Training Manager to become the go-to person for our new customers, guiding them from day one to full platform adoption.

Why Join Us

At Spoki, we believe our customers' success is our success. As an Onboarding Manager, you'll be the person who turns a signed contract into a valuable partnership. Every customer you activate, train, and guide toward full adoption is a tangible win.

If you're passionate about helping businesses grow, if you love seeing the results of your work, and if you want to be part of an expanding Italian SaaS company, Spoki is the right place for you .

The Role

As an Client Onboarding & Training Manager, you'll be responsible for the initial success of new Spoki customers. Your main goal is to ensure that every customer activates the service correctly, understands the platform's potential, and starts using it daily to achieve their business goals.

You'll be the face of Spoki during the crucial first months of the customer relationship: from technical setup to training, from the first message sent to full adoption. Your success will be measured by your ability to turn new customers into active, satisfied users.

What You'll Do

Activation & Setup

• Guide new customers through the service activation process, ensuring they complete all necessary steps
• Support initial platform configuration based on each customer's specific needs
• Remove any technical or operational blockers that slow down the onboarding

Training & Adoption

• Deliver personalized training sessions to help customers discover platform features
• Identify the most relevant use cases for each customer and propose practical solutions
• Create tailored onboarding paths based on industry, goals, and digital maturity level

Follow-up & Lock-in

• Maintain regular, structured contact with customers throughout the onboarding period
• Monitor usage levels and proactively intervene if engagement drops
• Recommend strategies and best practices to maximize the value customers get from the platform
• Ensure customers integrate Spoki into their daily operations

Internal Collaboration

• Work closely with Sales, Customer Success, and Support teams to ensure a smooth handover
• Share feedback and insights to continuously improve the onboarding process
• Contribute to the creation of training materials and self-service resources

Your Goals

You'll be measured on clear, results-oriented KPIs:

• Activation Rate : percentage of customers who complete service activation within the expected timeframe
• CSAT (Customer Satisfaction) : customer satisfaction level during the onboarding phase
• Consumption : platform usage volume (messages sent, conversations activated) by customers in onboarding

What We're Looking For

• At least 2-3 years of experience in onboarding, customer success, or account management roles, preferably in B2B SaaS
• Excellent communication and interpersonal skills: you can explain complex concepts in simple terms
• Customer-centric mindset with the ability to build trusted relationships
• Proactive attitude: you don't wait for problems to arise, you anticipate them
• Ability to manage multiple customers simultaneously while maintaining high quality
• Familiarity with CRM tools and customer success platforms (HubSpot is a plus)
• Fluent in Italian and English speaking (B2-C1)
• Interest in digital marketing and marketing automation

What We Offer

• Salary Range: 30.000 - 35.000 eur
• Location: San Vito dei Normanni (BR), Italy
• Young, dynamic, and results-driven team
• Ongoing training on product, industry, and soft skills
• Work with an international, passionate, supportive, and talented team dedicated to excellence.
• The latest Apple MacBook and all necessary tools.
• Career Levels: continuous growth with clear key points to help you design your personal and professional development in the direction you desire
• Permanent, full-time contract.
• Regular team-building events and celebrations.
• Access to cutting-edge technologies and resources to stay at the forefront of engineering and innovation.