Customer Onboarding Manager
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Description
- The Customer Onboarding Manager is one of the first members of the post-sales team to work with new and existing clients
- The Customer Onboarding Manager is responsible for transitioning our clients from the sales process through onboarding and implementation of their new platform, while reinforcing the Insider One vision of true 1-to-1 personalisation driven by the client’s data
- Responsible for understanding client’s business requirements and use-cases, managing project delivery, and ensuring accelerated time-to-value realisation from their investment in Insider One
- It is critical during this initial period that our new clients are enabled and empowered to use the platform to its fullest potential
- The Customer Onboarding Manager is the key member of the Onboarding team
- They are responsible for ensuring smooth, timely, and complete Insider One platform adoption and client confidence in their new system
- Using a combination of hands-on approach with strong project management principles and technical knowledge, the Customer Onboarding Manager will be responsible for providing technical guidance to the client
- Supporting clients through setup while having a full understanding of the client’s application environment and data in order to provide optimal solution design recommendations for integration in a timely and impactful manner
- Project manage customer onboardings to successful outcomes, accelerating Time to Value, growing and retaining customers
- Collaborate with internal technical resources to empower and train customers to use Insider One’s platform and powerful features as efficiently as possible
- Establish credible relationships with all levels of the customer organization, from senior managers to end users of Insider One, to understand their business and technical goals for using Insider One
- Help drive early adoption, setting KPIs and success metrics for ROI
- Advocate customer business use-cases to product development
- Ensure successful transitions to the Customer Success Manager team after onboarding by understanding and documenting client stakeholder roles and hierarchy
- Enhance customer experience during onboarding by designing and continually improving processes and materials
- Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations
- Responsible for establishing client’s trust and confidence in Insider One platform
- Help drive early adoption, setting KPIs and success metrics for full ROI attainment
- Where necessary, coordinate effectively with client agencies and third parties to drive desired outcomes
- Ensure highest deliverable quality and client satisfaction to streamline the post-onboarding transition to the Customer Success & Support teams
- Where applicable, coordinate with the development team to ensure the custom development is up to standard and meets client expectations
- Understand and document client stakeholder roles within an account to ensure smooth & successful transition to the Customer Success Manager team after onboarding
- Own project and assume responsibility for successful project implementation while working closely with internal and external stakeholders
- Facilitate exceptional user-enablement training and workshops
- PM qualifications (Agile, PMP, Prince2) is a plus
- Strong at Communication with Internal & External Stakeholders
- Strong written and verbal communication skills; business fluency in English
- Delivering projects in a timely and qualified manner
- Experience with other CRM, ERP / Marketing Automation platforms as an advantage
- Understanding of Google Tag Manager, Google Product Feed, and Google Analytics is an advantage
- Minimum 5 years experience in SaaS project management and client onboarding
- Strong time and task management skills are a must
- Exposure to and understanding of AI driven product recommendation tools and algorithms is an advantage
- Understanding of webhooks and API