Onboarding Manager

The SaaS Onboarding Manager will be part of the Enablement Services team and will be responsible for onboarding new customers in our KC platform, provide ongoing training and technical walkthroughs as well as technical advise and guidance during the life of a customer engagement.

The SaaS Onboarding Manager will engage directly with the customer’s technical teams to drive a successful and timely onboarding of the designated users into our Knowledge Concierge platform. The purpose will be to provide a smooth, seamless and fully comprehensive onboarding of the users which will empower them to become self sufficient with the product and start seeing the desired value and outcomes in the shortest possible timeframe.

Reporting to:

VP of Customer Success

Direct Reports:

None

Key Working Relationships:

Internal

Customer Success Managers, Sales, Technical Teams, Product Team

External

Planning Teams, Delivery Teams, Project Managers/Directors

Responsibilities

• Accurately scope out, prepare, communicate and deliver the onboarding to the designated customer users
• Educate customers on the use of KC, share best practices and drive use cases based trainings
• Proactively drive the onboarding project in coordination with the customer using FSW’s onboarding methodology
• Serve as the main technical point of contact throughout the onboarding stage
• Support and assist customers with end-to-end troubleshooting when issues arise during and after the onboarding phase
• Capture and provide valuable customer feedback for product improvements

Who You Are

The role requires individuals with a high level of Enterprise technical expertise combined with excellent project management, planning, coordination, and communication skills as well as the ability to work as part of multi-disciplinary teams. Experience of the technical delivery of complex projects to time, quality is essential.ural Com

Skills

• Experience in a Professional Services or Onboarding capacity in a product start-up
• Project Management Skills
• Skilled in customer meetings, presenting and being part of a wider team.
• Skilled in the use of verbal and written communication techniques

Knowledge

• Knowledge of SaaS technologies
• Knowledge or strong understanding of megaproject construction
• Strong knowledge of product onboarding
• Excellent knowledge of project management methodologies

Behavioural Competencies

• ·Analytical thinking
• Passion for excellence
• Customer focus
• Develops others
• Flexibility
• Innovative thinking
• Planning and organised
• Relationship building
• Teamwork
• Self-starter and entrepreneurial mindset
• Thrives in a fast-paced start-up team-focused culture and adapts to a changing environment
• Data-driven, strategic mindset
• Logical and creative problem-solving
• Excellent interpersonal and relationship management skills
• Planning, organization, and facilitation skills
• Ability to manage and influence others (both within and outside your own direct work-group)
• Ability to summarize complex issues simply and effectively

What You Need

• Bachelor’s Degree in Computer Science, MIS, BSEE, or equivalent experience
• At least 5 years of relevant experience in a professional services or product onboarding teams
• Knowledge of project management
• Familiarity with industry standard project management tools
• Proven customer facing experience and solutions based consulting
• Experience and knowledge of effective project methodologies and practices
• Proven project management skills
• Problem-solving: identify and elevate issues through the appropriate channels, taking initiative to resolve them with high quality
• Strong communicator: interpersonal, written, and oral communication skills, able to effectively support and motivate a team virtually