Customer Onboarding Manager

Summary

Join Kojo as a Customer Onboarding Manager and lead mid-to-large market customers to successful adoption of the Kojo platform. Coordinate and deliver strategic implementation plans, ensuring continuous strategic alignment and a seamless customer experience. Manage a book of business, conduct product trainings, and establish relationships with stakeholders. Synthesize customer needs and share themes with the product team. This role requires strong project management skills, experience in SaaS implementation, and excellent communication skills. The position is remote for Canadian-based candidates and includes occasional travel. Kojo offers competitive salary and benefits, including equity grants for US-based employees.

Requirements

• 3+ years working in a customer onboarding and implementation role in SaaS, software, or technology-based environment; familiarity with construction industry a plus
• Experience leading large-scale, longer term (6+ months) implementation projects, managing a diverse group of stakeholders
• Experience conducting technical product trainings, both virtually and in person
• Rapid yet personalized implementation of a software product where metrics and success are based on time to value, adoption, and revenue retention
• Ability to prioritize solving customer problems while managing a large book of business
• Strong written and verbal communication skills in front of a variety of technical and non-technical audiences

Responsibilities

• Lead the implementation process for Kojo’s largest 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
• Effectively supporting ~20 concurrent implementation projects, ensuring all new Kojo customers receive a personalized and hands-on experience
• Conducting meetings and consultations with stakeholders to identify project requirements and define scope, deliverables, and timelines
• Conducting all new customer product trainings and following up to ensure adoption across all personas, including occasional travel to customer teams in-person across North America
• Establishing strategic relationships with multiple points of contact within each organization, and conveying Kojo’s value in a meaningful way to all key personas and users
• Checking in regularly with customers to ensure the project is progressing and they are actively using our products, striving for optimal usage patterns
• Ensuring a healthy book of business by identifying churn risk and developing strategic save plans for any customers at risk
• Synthesizing customer needs and sharing themes with the Kojo Product team in a way that maintains the customer’s perspective while also understanding the broader Kojo product roadmap

Preferred Qualifications

• Customer Obsession: You understand that what might be small things to us make a huge difference for them
• Passion: You care intensely about Kojo's success
• Impact: You are both fast-paced and detail oriented
• Innovation: You seek to understand the truth behind problems and find solutions to them

Benefits

• This role is remote for Canadian-based candidates and requires occasional travel
• Salary: Your salary will be dependent upon many factors, including your experience level, skillset, market dynamics and balancing internal equity relative to other Kojo employees
• Benefits: This position is also eligible for a new hire equity grant and all US-based full time employees are eligible for our full suite of perks and benefits
• Location: Kojo’s team members work from home 100% of the time across North and South America