Senior Customer Onboarding Manager

Summary

Join Braze as a Senior Customer Onboarding Manager and own the crucial early stages of the customer lifecycle, onboarding new clients. You will quickly grasp each client's business needs and guide them to achieve rapid value from their Braze investment. Collaborate with Customer Success Managers and Solutions Architects to manage multiple onboardings, meeting CRM and technical requirements. Leverage your consulting, implementation, project management, business analysis, or client success expertise, along with strong curiosity and focus. This role offers the chance to make a significant impact on client success within a supportive and passionate team. Braze prioritizes work-life harmony and offers a comprehensive benefits package.

Requirements

• 5+ years experience in a client-facing work environment
• Experience with project management and technology implementation, pref
• Have a high level of intellectual curiosity and the ability to constantly learn
• Excellent analytical, problem diagnosis and creative problem-solving skills with the desire and ability to identify, and help implement changes
• Strong listening and verbal communication skills: you will need to to quickly understand customer needs or issues and deliver a clear and concise response via video calls and emails
• Ability to manage conflicting priorities and thrive in a fast-paced environment
• You’re known for being a good collaborator and can motivate or maintain enthusiasm throughout the onboarding engagement
• You have demonstrated interest/experience in one or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc)

Responsibilities

• Project manage a portfolio of customer onboardings to successful outcomes, accelerating Time to Value
• Maintain and manage internal stakeholders in support of fostering a cohesive and compelling customer experience
• Engage with customer stakeholders to quickly understand their business and technical goals for using Braze, building credible relationships throughout the customer organization, from senior staff to Braze end users
• Effectively deliver engaging enablement training and workshops on both strategic and technical topics
• Take ownership of technical workstreams in onboarding projects and work directly with client side product and engineering stakeholders
• Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations
• Help drive early adoption, setting KPIs and success metrics for ROI
• Advocate customer business use-cases to product development
• Understand and document client scope, integration approaches and stakeholder roles & hierarchy to ensure successful transitions to the Customer Success Manager team after onboarding
• Contribute to the design and improvement of processes and materials that enhance efficiency and customer experience during onboarding
• Where required, coordinate effectively with client agencies and third parties to drive desired outcomes

Benefits

• Competitive compensation that may include equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services that include fertility benefits and equal paid parental leave
• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend