Customer Onboarding Specialist

1 month ago

London, Greater London, United Kingdom Insider Full time
About Us

Insider is a B2B SaaS company that drives growth for its clients worldwide. Our AI-native platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.

Job Description

We are seeking a highly skilled Customer Onboarding Manager to join our team. As a key member of the Onboarding team, you will be responsible for ensuring smooth, timely, and complete Insider platform adoption and client confidence in their new system.

Responsibilities:
  • Project manage customer onboardings to successful outcomes, accelerating Time to Value, growing and retaining customers.
  • Collaborate with internal technical resources to empower and train customers to use Insider's platform and powerful features as efficiently as possible.
  • Establish credible relationships with all levels of the customer organization, from senior managers to end users of Insider, to understand their business and technical goals for using Insider.
  • Help drive early adoption, setting KPIs and success metrics for ROI.
  • Advocate customer business use-cases to product development.
  • Ensure successful transitions to the Customer Success Manager team after onboarding by understanding and documenting client stakeholder roles and hierarchy.
  • Enhance customer experience during onboarding by designing and continually improving processes and materials.
  • Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations.
  • Responsible for establishing client's trust and confidence in Insider platform.
  • Help drive early adoption, setting KPIs and success metrics for full ROI attainment.
  • Where necessary, coordinate effectively with client agencies and third parties to drive desired outcomes.
  • Ensure highest deliverable quality and client satisfaction to streamline the post-onboarding transition to the Customer Success & Support teams.
  • Where applicable, coordinate with the development team to ensure the custom development is up to standard and meets client expectations.
  • Understand and document client stakeholder roles within an account to ensure smooth & successful transition to the Customer Success Manager team after onboarding.
  • Own project and assume responsibility for successful project implementation while working closely with internal and external stakeholders.
  • Facilitate exceptional user-enablement training and workshops.
Requirements:
  • Minimum 5 years experience in SaaS project management and client onboarding.
  • PM qualifications (Agile, PMP, Prince2) is a plus.
  • Strong written and verbal communication skills; business fluency in English.
  • Strong time and task management skills are a must.
  • Strong at Communication with Internal & External Stakeholders.
  • Delivering projects in a timely and qualified manner.
  • Understanding of Google Tag Manager, Google Product Feed, and Google Analytics is an advantage.
  • Understanding of webhooks and API.
  • Exposure to and understanding of AI driven product recommendation tools and algorithms is an advantage.
  • Experience with other CRM, ERP / Marketing Automation platforms as an advantage.

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