Onboarding Associate

About the Position

Onboarding Associate

Join Novata as an Onboarding Associate to support clients in the sustainability space, ensuring impactful onboarding experiences on our platform.

About the Company

Novata is a public benefit corporation founded by a unique consortium of leading foundations and private-sector organizations, including the Ford Foundation, the Omidyar Network, S&P Global, and Hamilton Lane. Our mission is to empower the private markets to build a more inclusive and sustainable form of capitalism. We do this by providing best-in-class technology and tools to help clients collect, analyze, benchmark, and report ESG (Environmental, Social, Governance) data. With a diverse, experienced, and mission-driven team, we are building a company that values both performance and purpose.

Responsibilities

As an Onboarding Associate, you will work cross-departmentally with customer success teams to ensure our clients' experiences on the platform are efficient, impactful, and built for scale. Your responsibilities will include:

• Help craft our onboarding engagement and support approach for long-term retention of our customers and their users.
• Help build and contribute to a team that can help you - and us - succeed.
• Manage the customer through the onboarding phase and manage any support questions throughout the lifecycle.
• Work to complement Customer Success Managers with account set up, kick-off, and preparation for reporting.
• Be creative in solving problems or answering questions that our users have.
• Be thoughtful about onboarding strategy, engagement plans, and communication style with your accounts.
• Collaborate with the product, advisory & metric teams to ensure client onboarding needs are included and prioritized appropriately.
• Keep Hubspot updated with all client interactions.
• Continue to learn and explore ESG topics as well as the functionality of the platform.
• Act as the first point of contact for customer queries through our help desk - answering questions, troubleshooting, and ensuring fast, effective resolutions.
• Maintain a high standard of service by responding promptly and proactively to customer needs.
• Conduct regular check-ins and reviews to strengthen relationships and increase retention.
• Capture common issues and customer feedback from support interactions, and feed insights back into product and process improvements.

Requirements

• Fluency in German required for this role.
• Supporting customers in the Sustainability or ESG space.
• Supporting users in a SaaS platform, product, or service during the initial phase of their customer journey.
• Creating value for your customers.
• Building relationships.
• Being creative and solving problems for your customers.

We Offer

• Competitive base salary and performance-based bonus.
• Equity ownership opportunities.
• Robust leave policies (PTO, parental leave, VTO).
• Flexible work environment with two days working from the Berlin Office.
• Mission-driven, collaborative, and inclusive culture.

Why Join Us?

Novata is a mission-first company built to enable the private markets to drive more impact. We are at the unique intersection of ESG, the private markets, and mission-driven impact. We are well-funded, have a top-tier executive leadership team. We have a highly aggressive growth plan to establish ourselves as the industry leader of ESG with immediate plans for product and international expansion.

Members of our leadership team have been globally recognized for their success as leaders of large public companies, founders of successful startups, leaders of established ESG organizations, and builders of robust tech platforms. We are passionate, highly motivated, and experienced individuals who embrace our diverse backgrounds. Together, we will become the platform of choice and a catalyst for a change in the way business is done.

Location

• Berlin, Germany
• Work Location Type: Hybrid (Berlin, DE)

Salary

• 55,000 - 55,000 EUR per year