Customer Onboarding Manager

Summary

Join Insider, a leading B2B SaaS company, as a Customer Onboarding Manager. You will be a key member of the post-sales team, responsible for guiding new clients through the platform implementation process. This involves managing projects, ensuring timely value realization, and building strong client relationships. You will collaborate with internal teams and clients to optimize platform usage and achieve business goals. Success in this role requires strong project management skills, technical knowledge, and excellent communication abilities. The position offers the opportunity to work with a dynamic team and contribute to a rapidly growing company.

Requirements

• Minimum 3 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

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’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

Preferred Qualifications

• 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