Customer Onboarding Manager

Summary

Join Leonardo.Ai, a rapidly growing Australian tech startup, as a Customer Onboarding Manager. You will play a crucial role in ensuring a smooth and impactful onboarding experience for our 20 million+ users worldwide. This involves conducting customer needs analyses, designing and executing onboarding programs, delivering product training, and proactively engaging with clients. You will also develop onboarding materials, collect feedback for improvement, and contribute to a positive customer experience. Leonardo.Ai offers a flexible work environment, opportunities for professional development, and a range of benefits, including private healthcare, paid parental leave, and a wellness allowance.

Responsibilities

• Conduct detailed assessments of customer requirements, understanding their unique goals, constraints, and expectations to tailor an onboarding experience that aligns with their objectives
• Design and implement a structured onboarding program, including customised onboarding plans, hands-on guidance, and resources, ensuring customers are set up for success from the start
• Deliver engaging product training sessions, provide in-depth demonstrations of key features and functionalities, and address any questions or concerns to empower customers to use the product confidently
• Initiate regular check-ins with new customers to monitor their progress, address challenges, and provide guidance on best practices, acting as their advocate within the company
• Develop and maintain onboarding materials, including guides, tutorials, and FAQs, to enhance self-service options and streamline the onboarding experience for new clients
• Gather customer feedback throughout the onboarding journey, identify improvement areas, and work closely with product and support teams to continually refine the onboarding experience

Preferred Qualifications

• Onboarding Completion Rate: Percentage of customers who successfully complete the onboarding process within the defined timeframe, indicating the effectiveness of the onboarding experience
• Time-to-Value (TTV): Measure the time it takes for new customers to achieve their first major success or "aha moment" with the product, reflecting the efficiency of the onboarding process
• Customer Satisfaction Score (CSAT) During Onboarding: Track customer satisfaction ratings specific to the onboarding experience, ensuring a positive and supportive start with the product
• Product Adoption and Usage Rate: Monitor the percentage of new customers who actively engage with and use the product's core features within a set timeframe, demonstrating successful adoption
• Efficiency of Onboarding Processes: Optimise and track the efficiency of onboarding processes, such as average time spent on onboarding activities, reducing time and effort for both clients and the team

Benefits

• Private Healthcare
• 20 days annual leave
• Reward package including equity - we want our success to be yours too
• Inclusive parental leave policy that supports all parents & carers with 18 weeks paid leave
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more
• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally, including remote working abroad
• Support with your professional development
• Fun and engaging company events, both virtual and in-person
• Flexible Work Environment: We understand the importance of work-life balance. Enjoy the flexibility to work remotely or from our vibrant offices. We have employees all over Australia, ensuring you can thrive personally and professionally
• Empowering Growth : Your development is our priority. We offer continuous learning opportunities and career growth tailored to your goals. You’ll be encouraged to grow and excel in your career at Leonardo AI
• Impactful Work : Join us in shaping the future of AI. You'll work on innovative projects that have a meaningful impact, and your contributions will help drive advancements in AI creativity