The Role
The Onboarding Manager ensures customer satisfaction during the onboarding process by managing complex projects across teams, educating clients, and improving internal processes.
Summary Generated by Built In
E-commerce is booming — but independent brands still struggle to match the seamless logistics of giants like Amazon. At Bigblue, we’re on a mission to change that.
We help brands by democratizing best-in-class operations: scaling faster while delivering a five-star customer experience.
Since 2018, we’ve built a tech-driven logistics platform powering 500+ brands — from fast-growing DTC players to global names like MUJI, Aigle, and Cabaïa. With 110+ employees across Paris, Madrid, and London, our proprietary WMS (Warehouse Management System) Atlas, and a network of 7 warehouses across Europe, we’re solving logistics challenges that others haven’t dared to tackle — making fulfillment faster, smarter, and greener.
Backed by $20+M in funding and trusted by the next generation of e-commerce leaders, we’re scaling rapidly - from 10 million orders in 2024 toward ambitious enterprise expansion. The journey ahead is bold, and we’re looking for the right partner to help us lead the way.
About the role 🚀
Location: Madrid, Spain
Onboarding is one of the most important elements of customer success — and at Bigblue, it goes far beyond checklists. It involves complex project management across warehouse, tech, and sales teams, while guiding customers from signup to their first successful shipments.
As an Onboarding Manager, your role is to ensure satisfaction throughout this crucial stage for Bigblue’s key Spanish accounts, working in a very hands-on and operational way.
What you'll do
- You make sure to fully understand the requirements of the customer in terms of timescales, prerequisites and assistance.
- You share best practices with our customers and make sure they comply with our operational requirements and use our SaaS product features effectively
- You keep a close eye on our customers' first shipments and ensure that they run perfectly.
- You work with our customers to improve the operational aspects of their business and their internal processes by leveraging your e-commerce expertise
- You may occasionally go on-site to warehouses to support onboarding operations.
- You educate customers on the specifics of the Bigblue service to unlock value.
- You are the face of Bigblue for onboarding customers in Spain.
- You adapt to each client’s unique needs, including merchants who previously managed logistics in-house.
- By putting yourself in customers’ shoes, you remove blockers and help them navigate stressful or urgent situations with calm and clarity.
- You champion the needs of our customers internally to consistently improve the onboarding experience.
- You track and report onboarding performance & satisfaction targets using appropriate metrics.
- You take a critical look at internal processes to provide & implement suggested improvements to make the boarding process as efficient as possible.
Coach and advise throughout a decisive moment 🤝
Build trust to initiate long-lasting and successful relationships 🚀
Continuously upgrade Bigblue onboarding 📈
Requirements 🙌
- 3+ years of experience in a client-facing role (CS, onboarding, operations, consulting, etc.)
- Strong organizational and project management skills
- Fluent in 🇪🇸 and 🇬🇧
- Analytical mindset
- Strong emotional resilience and ability to handle high-pressure client situations
- Customer ultra-centricity
- Quick learner — you are able to assimilate huge amounts of information quickly.
Bonus Points 🥇
- Entrepreneurial spirit
- Passion about digital and making life simpler with technology
- Challengers: you like solving new problems and are never settling for how something ‘has always been done’
- If you speak another language (French, German)
Why join Bigblue
- 💼 High impact role: Be at the center of our growth journey and help shape the team that will power Bigblue’s future.
- 💙 Founders-led company with an innovative, caring culture.
- 🚀 Fast-growing scale-up: Join a well-funded, early-stage company where your work will have immediate and visible results.
- 🌍 International environment: Work across Paris, Madrid, London, and our European warehouse network.
- 🍱 Meals: 110€ per month directly loaded onto your Alan card.
- 🧘♀️ Transportation: 15€ per month to support your commute.
- 🩺 Health insurance: Alan Insurance.
Regardless of sex, gender identity, sexual orientation, race, color, religion, origin, disability, age… At Bigblue, we create equal opportunities for all and make our culture as inclusive as possible. Because we believe that challenging assumptions and embracing diversity in experiences and backgrounds is what makes us stronger.
Because what we value first and foremost are curiosity and growth-driven minds. So, regardless of who you are and how many “boxes” you tick on the job description, if you have the energy and passion to help shape Bigblue’s entrepreneurial adventure, APPLY.
Process
- Discovery call (Google Meet)
- Deep dive interview (Google Meet)
- Case-study
- On-site interviews (in our Madrid office, half-day)
- References
Top Skills
SaaS
Warehouse Management System (Wms)
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The Company
What We Do
Bigblue is the fulfillment solution for customer-centric brands.
Hundreds of brands leverage our warehouse network to scale operations effortlessly and build a delivery experience that boosts sales
In a world where Amazon is increasingly dominating e-commerce, together with companies like Stripe and Shopify, we’re on a mission to help independent brands fight back
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