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 transitioning clients through onboarding and implementation of our AI-native platform for Customer Experience and Marketing. This role requires managing project delivery, ensuring accelerated time-to-value, and providing technical guidance to clients. You will collaborate with internal resources, establish strong client relationships, and advocate customer use-cases to product development. Success in this role demands strong project management skills, technical knowledge, and excellent communication abilities. Insider offers a dynamic and inclusive work environment with various benefits.

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

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

Benefits

• Delicious and healthy Monday breakfasts, occasional lunches, and afternoon snacks. Plus coffee and tea handy!
• A weekly team event / drinks with Insiders :)
• Vitality - covering for your private medical care
• A chance to work in an international, diverse, and inclusive environment
• Access and opportunity to gain a limitless network all over the globe
• A chance to become a Shareowner with the "Shareowner System" that we offer to all Insiders who meet certain criteria
• To be part of an industry that’s shaping the future of customer experience
• Access to many hard and soft skills pieces of training to help you improve and challenge yourself
• Access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge
• Space to share your skills through training sessions and workshops if you wish. Sharing is caring!
• The infamous team activities that are bursting with fun
• No Dress Code!