Customer Onboarding Manager

2 weeks ago

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

Insider is a B2B SaaS company that drives growth for its clients worldwide. We are the #1 AI-native platform for Customer Experience and Marketing, offering marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency.

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.
About Insider

Insider is a socially progressive technology community that is committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.

Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact.

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