Job description
As an Onboarding Manager, you will play a pivotal role in ensuring the successful
launch of our platform for new customers, with a primary focus on accelerating "time
to value." You will collaborate with cross-functional teams, including Sales, Solutions,
and Product, to facilitate a seamless handover and launch process for our remote
customers.
Key Responsibilities:
Customer Onboarding Management & Success
- Serve as the point of contact during onboarding, ensuring top-tier customer service.
- Lead the end-to-end management of onboarding projects, from initial setup to
completion, ensuring milestones are met and potential obstacles are identified and
resolved proactively.
- Coordinate and manage multiple onboarding projects simultaneously, tracking
progress, adjusting timelines, and aligning resources.
- Develop and communicate a deep understanding of the platform’s features and
benefits, addressing customer challenges effectively.
- Ensure smooth transitions from onboarding to product adoption, focusing on
customer satisfaction and retention.
Onboarding Training
- Conduct personalized 1-2-1 training sessions, ensuring customers understand and
can utilize platform features.
Continuous Enhancement
- Drive improvements in onboarding processes, suggesting innovations for enhanced
efficiency and scalability.
- Contribute to developing scalable onboarding strategies that grow with the business.
- Contribute to continuous product improvements by providing feedback to Product,
Solutions, and Engineering teams.
Metrics and Reporting
- Track key metrics such as time-to-value, customer feedback, and success rates,
refining onboarding strategies accordingly.
Team Collaboration
- Collaborate cross-functionally with Sales, Product, and Engineering to align
onboarding with customer expectations and pre-sales commitments.
Qualifications and Skills
- Bachelor’s degree in Business, Information Systems, Information Technology or a
related field.
- Proven experience in an onboarding role within SaaS, with experience in analytics
being an advantage.
- Extensive project management experience with a track record of delivering multiple,
concurrent projects on time and within scope.
- Proven ability to manage customer relationships, ensuring a high level of satisfaction
throughout onboarding.
- In-depth understanding of SaaS products and related technologies.