Customer Onboarding Specialist

2 months ago

London, Greater London, United Kingdom Braze Full time
About the Role

We are seeking a highly skilled and experienced Customer Onboarding Manager to join our One-Time Services team at Braze. As a key member of our team, you will be responsible for delivering exceptional onboarding experiences to our clients, ensuring they achieve a fast time-to-value from their investment in Braze.

Key Responsibilities
  • Project manage a portfolio of customer onboardings to successful outcomes, accelerating Time to Value
  • Maintain and manage internal stakeholders in support of fostering a cohesive and compelling customer experience
  • Engage with customer stakeholders to quickly understand their business and technical goals for using Braze, building credible relationships throughout the customer organization, from senior staff to Braze end users
  • Effectively deliver engaging enablement training and workshops on both strategic and technical topics
  • Take ownership of technical workstreams in onboarding projects and work directly with client side product and engineering stakeholders
  • Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations
  • Help drive early adoption, setting KPIs and success metrics for ROI
  • Advocate customer business use-cases to product development
  • Understand and document client scope, integration approaches and stakeholder roles & hierarchy to ensure successful transitions to the Customer Success Manager team after onboarding
  • Contribute to the design and improvement of processes and materials that enhance efficiency and customer experience during onboarding
  • Where required, coordinate effectively with client agencies and third parties to drive desired outcomes
Requirements
  • 2+ years experience in a client-facing work environment
  • Experience with project management and technology implementation
  • Have a high level of intellectual curiosity and the ability to constantly learn
  • Excellent analytical, problem diagnosis and creative problem-solving skills with the desire and ability to identify, and help implement changes
  • Strong listening and verbal communication skills: you will need to quickly understand customer needs or issues and deliver a clear and concise response via video calls and emails
  • Ability to manage conflicting priorities and thrive in a fast-paced environment
  • You're known for being a good collaborator and can motivate or maintain enthusiasm throughout the onboarding engagement
  • You have demonstrated interest/experience in one or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc)
What We Offer
  • Competitive compensation that may include equity
  • Retirement and Employee Stock Purchase Plans
  • Flexible paid time off
  • Comprehensive benefit plans covering medical, dental, vision, life, and disability
  • Family services that include fertility benefits and equal paid parental leave
  • Professional development supported by formal career pathing, learning platforms, and tuition reimbursement
  • Community engagement opportunities throughout the year, including an annual company wide Volunteer Week
  • Employee Resource Groups that provide supportive communities within Braze
  • Collaborative, transparent, and fun culture recognized as a Great Place to Work

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