Customer Onboarding Manager

Summary

Join Kojo's rapidly growing Customer Implementation team as a Customer Onboarding Manager! Reporting to the Manager of Customer Onboarding, you will drive early product usage by providing a thorough implementation experience. Responsibilities include launching implementation processes for new customers, establishing strategic relationships, conducting product trainings (both virtual and in-person), driving platform adoption, consulting on best practices, identifying churn risks, advocating for customer needs, and effectively managing multiple concurrent projects. This fully remote role (for US-based candidates in Central or East time zones) requires regular travel. The compensation package includes a base salary and on-target variable pay, ranging from $85,000 to $115,000. Kojo offers a comprehensive benefits package, including equity grants and perks.

Requirements

• 3+ years working in a customer onboarding and implementation role in SaaS, software, or technology-based environment where metrics and success are based on activation, time-to-value, and revenue retention; familiarity with construction industry a plus
• Experience conducting technical product trainings, both virtually and in person
• Autonomous ability to manage travel and logistics
• Strong aptitude for efficiently solving customer problems while managing a large book of business
• Ability to both be aware of an evolving product and influential in proposing updates to onboarding practices to support adoption of newest releases
• Strong written and verbal communication skills in front of a variety of technical and non-technical audiences

Responsibilities

• Launch the implementation process for all new customers quickly and with a high degree of responsiveness and service, as their main Kojo point of contact, including planning calls, product trainings, and regular engagement as needed to ensure successful results
• Establish strategic relationships with relevant points of contact within each account organization, and convey Kojo’s value in a meaningful way to all users
• Conduct all new customer product trainings and follow up to ensure adoption across all personas, including traveling to customer field teams in person across locations in Central and East timezones within the US (approximately 2-3 times/month)
• Drive adoption of the platform within established timeline by achieving key implementation milestones and usage metrics
• Consult users on Kojo best practices to optimize customer workflows in Kojo
• Identify potential churn risks as early as possible and then proactively remove blockers to success
• Advocate for customer needs to Product in a way that maintains customer’s perspective while also understanding the broader Kojo product roadmap
• Effectively support ~30 concurrent implementation projects, ensuring all new Kojo customers receive a personalized and hands-on experience

Benefits

• Total compensation package, including base salary and on-target variable is between $85,000-$115,000 (base salary commensurate with experience)
• New hire equity grant
• Full suite of perks and benefits (details at https://www.usekojo.com/careers)
• 100% remote work for US-based candidates in Central or East timezones