Customer Onboarding Manager

Job Description

• 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’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, to understand their business and technical goals for using Insider. • 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 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

Qualifications

• Minimum 3 years experience in SaaS project management and client onboarding • PM qualifications (Agile, PMP, Prince2) is a plus • 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 • 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

Benefits

• Work with a unicorn B2B SaaS company • Opportunity to work with a diverse team across 28 countries • Recognized as a leader in industry reports • Career development and growth opportunities • Working with well-known global brands • Opportunity to make an impact • Fast-paced and agile work environment