Enterprise Customer Onboarding Manager

3+ months agoUnited States

Location: U.S. East, U.S. Central

Are you a high-energy implementation guru?  We're recruiting for an Enterprise Customer Onboarding Manager, reporting into our Senior Director, Product Experts Group. We are looking for someone who will work to ensure our customers get only the best onboarding and enablement experience. Onboarding is a very important part of the customer journey and the Enterprise Onboarding Manager is responsible for driving the customers’ future successes. This is more than a project management role, it requires running customer discovery sessions and Customer Success program design. Onboarding Managers work cross-functionally to ensure customers’ are able to realize value quickly.

What you'll do:

  • Master the product through continuous learning 
  • Act as Project Manager for assigned Onboarding projects from Kick-Off to Go Live
  • Be accountable for project timelines and deliverables, as well as reporting on project status’ for all levels of stakeholder (internal and external), ensuring on time delivery.
  • Advise and educate Large Enterprise customers on Totango’s Customer Success best practices and align business use cases to configuration and data needs
  • Work with Customer Success Engineers to ensure data is properly modeled and integrated to meet configuration requirements
  • Confidently train and educate customers’ Admin teams on configuration and assist in customers’ Totango user training and roll-out planning via video conference
  • Identify potential issues with each Onboarding project and work with Sales, Product, Engineering and Customer Success to take timely and effective action to resolve them
  • Present and drive a consultative approach to Onboarding that is both empathic to customers’ pain points and objectives, and educates on best practices
  • Manage multiple projects and daily tasks in an organized manner and with on-time delivery 

What you should bring to the role:

  • Expertise in SaaS Implementation and Onboarding practices
  • Familiarity with Customer Success best practices and methodology
  • 3+ years relevant experience in customer success, professional services, implementation, and/or project/program management (SaaS experience preferred, Totango experience a plus)




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Job ID: 1767558