Senior Customer Onboarding Manager

Senior Customer Onboarding Manager

Requirements

• Outstanding technical aptitude
• Exceptional communication abilities
• Strong customer focus
• Strong understanding of the product or service
• Strong verbal and written communication skills
• Strong analytical skills
• Ability to work collaboratively with internal teams
• Strong customer service mindset
• Ability to empathize with customers
• Ability to ask effective questions to identify pain points and needs
• Ability to manage and escalate customer issues as needed
• Strong attention to detail and consultancy skills
• Comfort with working with data and analyzing metrics
• Proactive approach to problem-solving
• Desire for continuous learning and improvement
• Strong sense of ownership and ability to work well under pressure

Responsibilities

• Maintain communication (via calls, emails, chats, etc.) with new high-value customers
• Understand customers’ requirements and ensure they meet them as quickly as possible
• Give product demos and help customers realize early value
• Proactively identify customers’ health signals and up-sell opportunities
• Be the point of contact for six months after conversions and then hand off customers to Customer Success Managers (CSM)
• Share customers’ feedback with internal teams for product improvements
• Help team Manager in improving onboarding SOPs
• Understand and keep track of business KPIs
• Understand the customer’s needs to ensure that the onboarding process meets those needs
• Communicate effectively with the customer to provide guidance and support during the onboarding process
• Coordinate with different teams to ensure that the customer’s needs are met
• Provide technical guidance and product training during the onboarding process
• Develop and implement onboarding plans to ensure that the customer’s needs are met
• Identify and resolve technical issues that arise during the onboarding process
• Monitor the customer’s progress during the onboarding process and provide regular updates to internal teams
• Provide feedback to internal teams on ways to improve the onboarding process and customer experience

Preferred Qualifications

• A bachelor’s degree in a relevant field, such as computer science, engineering, business, or a related field, is preferred
• Candidates with relevant work experience in customer support, customer success, or technical support roles are usually preferred
• Familiarity with various Customer Success Metrics such as time-to-complete onboarding, lead qualification, churn, MRR (monthly recurring revenue), ARPU (average revenue per user), expansion, and advocacy, as well as best practices related to these metrics, is also desirable