Customer Onboarding Manager - United States

Insider One is a leading platform for marketing and customer engagement, seeking a Customer Onboarding Manager to facilitate the transition of clients post-sale. This role involves managing onboarding processes, ensuring effective platform adoption, and providing technical guidance to clients, ultimately driving customer success and satisfaction.

Responsibilities:

• 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

Requirements:

• Minimum 5 years experience in SaaS project management and client onboarding
• Strong written and verbal communication skills; business fluency in English
• Strong time and task management skills are a must
• Strong at Communication with Internal & External Stakeholders
• Delivering projects in a timely and qualified manner
• PM qualifications (Agile, PMP, Prince2) is a plus
• Understanding of Google Tag Manager, Google Product Feed, and Google Analytics is an advantage
• Understanding of webhooks and API
• Exposure to and understanding of AI driven product recommendation tools and algorithms is an advantage
• Experience with other CRM, ERP / Marketing Automation platforms as an advantage