Remote Technical Onboarding Manager

Summary

Join us at Demandbase as a Technical Onboarding Manager, where you will own and guide customer implementations, coordinate with clients and internal stakeholders, and ensure seamless project delivery. As the primary contact for accounts, you will engage and satisfy customers, identify and escalate potential issues, collaborate with cross-functional teams, communicate progress to stakeholders, contribute to process improvements, and support the team in achieving quarterly goals.

Requirements

• 3+ years in a customer-facing role, preferably in onboarding or implementation for a SaaS product
• Strong project management skills with the ability to handle multiple concurrent projects
• Excellent communication skills, able to bridge the gap between business users and technical teams
• Proven ability to quickly assess customer needs and translate them into configuration or integration specifications
• Experience in a professional services capacity within a SaaS company is highly preferred
• Familiarity with digital marketing solutions (e.g., Google Analytics, Adobe Experience Cloud) and web development patterns (HTML, JavaScript)
• Strong problem-solving abilities and a proactive approach to identifying and resolving issues
• Ability to work independently with minimal supervision

Responsibilities

• Develop a foundational understanding of our GTM suite and onboarding processes
• Assist with customer activities and familiarize yourself with internal tools
• Plan and deliver customer activities with clear milestones, managing smaller-scale projects
• Act as the primary contact for accounts, ensuring engagement and satisfaction
• Identify and escalate potential issues before they impact project timelines
• Collaborate with AEs, GADs, and CSMs for efficient customer onboarding
• Coordinate with cross-functional teams to address implementation delays and strategize solutions
• Communicate progress to stakeholders using established tools
• Contribute to process improvements and work to enhance CSAT and NPS ratings
• Support the team in achieving quarterly goals and demonstrating commitment to company values

Benefits

• Up to 100% paid Medical and Vision premiums for employees
• Flexible PTO policy
• No internal meetings Fridays
• Access to Modern Health and other mental wellness resources
• Eight paid holidays
• Two additional week-long breaks when all Demandbase employees in the US take time off simultaneously (the week of July 4th and the week of Thanksgiving)
• 401(k)
• Short-term/long-term disability
• Life insurance