Journey Management: Design and optimize the customer activation flow from contract signing through go-live.
Technical and Business Leadership: Guide customers through catalog setup, payment methods, integrated logistics, and integration of physical and digital channels.
Early Churn Reduction: Identify bottlenecks that prevent platform adoption and implement improvements to the setup process.
Cross-Team Interface: Act as a bridge between Sales (handoff), Product (bug/feature feedback), and Customer Success.
Metrics Management: Monitor metrics such as Time-to-Value, activation rate, and satisfaction (NPS/CSAT) for onboarding.

Experience: Strong background in e-commerce (SaaS platforms, ERPs, or payment gateways) and omnichannel retail concepts.
Technical Knowledge: Familiarity with system integrations, APIs, marketplaces, and logistics flows (ship-from-store, click-and-collect).
Skills: Project management, consultative communication, and a problem-solving mindset for technical and business challenges.
Prior experience implementing platforms such as Wake, VTEX, Shopify Plus, Linx, or similar.
Knowledge of agile methodologies.
Understanding of the digital journey—from acquisition to customer engagement—with a focus on e-commerce, omnichannel, and CRM.

Onboarding Manager

Key skills