Onboarding Manager, Customer Experience

4 weeks ago

London, United Kingdom Figma Full time

As an Onboarding Manager, you’ll partner with our largest customers and help set them up for immediate success by leading them through a clearly defined onboarding process. As an early member of the team, you’ll work closely with Customer Experience and Solutions leadership to help evolve our end-to-end customer experience strategy. You’ll build and leverage key cross-functional relationships across Sales, Marketing, and Product Support as you deliver an exceptional onboarding experience. You’ll use metrics, customer feedback, and direct experience to help identify new initiatives and materials needed to better engage and support our customers. You are an excellent communicator and project manager with a passion for customers, and we can’t wait to meet you

What you'll do at Figma:

  • Own and manage the onboarding process for our largest customers from pre-sales through successful onboarding closeout
  • Partner closely with Account Executives to ensure smooth customer handoff experience
  • Understand customer goals and successfully manages their onboarding timeline towards value
  • Work with Solutions Architects, Design Advocates and Product Support to effectively execute against the customer onboarding process
  • Report on metrics and customer feedback to assess the impact of successful onboarding and to help identify new customer initiatives and product opportunities
  • Develop content and enablement resources for customers to use for training/education and to help accelerate product adoption
  • Understand and consult on product and industry best practices in order to act as a trusted advisor to our customers and inspire new possibilities using our product

We'd love to hear from you if you have:

  • Relevant work experience, ideally in B2B SaaS in a Onboarding, Customer Success or Implementation role
  • Strong project management skills and experience working with multiple customers concurrently
  • Excellent oral and written communication skills
  • Comfort speaking to customers representing different personas across both function and seniority
  • Consultative approach; ability to navigate complex business needs and technical requirements
While not required, it’s an added plus if you also have:
  • Exposure to or interest in UX/UI design and/or web based, collaborative tools
  • You embody our values and can thrive in a constantly evolving and growing environment
  • Proven track record of adapting to new technologies and learning quickly
  • Additional languages are a benefit; French or German

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

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