Customer Onboarding Program Manager (Customer Success)

Customer onboarding managers are a vital customer success position, overseeing client onboarding – possibly the customer journey stage that has the most impact on product adoption, customer retention, loyalty, churn, and overall business outcomes.

The onboarding manager leads a team of onboarding specialists and manages a new client’s account setup and implementation, offering product demos and ensuring alignment with the customer goals and KPIs. This stage is foundational for customers to see immediate value at launch.

Responsibilities:

• Overseeing and managing the entire customer onboarding process
• Manage the Free trial process and constantly identify ways to optimize the experience
• Support with trials and onboarding of key features critical to our competitive advantage
• Manage a team of onboarding specialists trained to complete onboarding in a consistent manner and support with migration and other implementation projects.
• Create and manage processes for handover post onboarding
• Finding solutions for optimizing the customer onboarding process and collaborating with internal teams to implement them.
• Understanding customer objectives, goals, and providing product information to best serve those goals.
• Work with the internal teams to optimize the client’s product setup for the quickest path to success.
• Collaborating with internal teams and creating a process to identify and eliminate roadblocks in the way of customers’ goals.
• Improving product adoption and customer retention and helping foster positive customer relationships that create a loyal customer base.
• Providing materials to help customers learn best practices to better achieve their desired outcomes leveraging existing product features and capabilities.
• Work with the Learning & Development team to create and provide updated training materials to support the operations team to become product experts.
• Work collaboratively with Player Support Operations Managers to jointly onboard an end to end customer

Requirements

• Minimum 3 years of experience in customer onboarding, communications, customer service and support, sales, account management, or customer success
• Managed an onboarding team or a team involved in early stages of a customer journey
• High emotional intelligence and empathy skills.
• Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues.
• Strong analytical and goal-oriented mindset backed by basic-to-advanced project management skills.
• Ability to de-escalate customer support requests and maintain a positive, goal-driven customer relationship.
• Experience integrating and migrating legacy systems to new software solutions in a way that best serves client and business goals.
• Familiar with technical SaaS concepts such as SDKs, APIs and cloud computing
• Organized and analytical to focus on data driven outcomes for customers and the team’s objectives
• Flexible with working across different time zones, as needed.
• Primarily a work-from-home setup, but the candidate should be open to occasional on-site work.

Benefits

• Monthly Non-taxable Allowances
• Paid Time Offs
• Day 1 HMO and Life Insurance
• Flexible work setup