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Customer Onboarding Manager

3 months ago

Quebec Quebec GA, Québec City, Canada Insider Full time

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

Hi there We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are connecting data across channels, predicting future behavior with AI, and individualizing experiences from a single platform with the fastest time to value.

We announced that we unlocked our unicorn status after our Series D round. We are backed by top-notch investors including Sequoia Capital, QIA, Riverwood, Endeavor Catalyst and trusted by 1000+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Singapore Airlines, Virgin, Nestle, Nissan, Samsung, Lenovo, Puma, MediaMarkt, IKEA, Allianz, Santander, Dominos, Avon, CNN, and the list goes on.

We are the #1 Leader everywhere We are recognized as a leader in The Forrester Wave for Cross-Channel Campaign Management in Q3, 2021. We are also named a leader in 2021 Gartner Magic Quadrant for Personalization Engines. But wait, there is more. For 21 quarters in a row, we’ve been ranked as a leader in G2 Mobile Marketing, Personalization, Customer Data Platform, and Customer Journey Analytics Grids.

We are also proud to become one of the very few female-led B2B SaaS unicorns in the world.

Behind all these achievements, there is an exceptionally talented and passionate team across 28 countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us in this journey, just keep reading.

Role Overview

The Customer Onboarding Manager is one of the first members of the post-sales team to work with new and existing clients. The Customer Onboarding Manager is responsible for transitioning our clients from the sales process through onboarding and implementation of their new platform, while reinforcing the Insider vision of true 1-to-1 personalisation driven by the client’s data. Responsible for understanding client’s business requirements and use-cases, managing project delivery, and ensuring accelerated time-to-value realization from their investment in Insider.

It is critical during this initial period that our new clients are enabled and empowered to use the platform to its fullest potential. The Customer Onboarding Manager is the key member of the Onboarding team. They are responsible for ensuring smooth, timely, and complete Insider platform adoption and client confidence in their new system.

Using a combination of hands-on approach with strong project management principles and technical knowledge, the Customer Onboarding Manager will be responsible for providing technical guidance to the client. Supporting clients through setup while having a full understanding of the client's application environment and data in order to provide optimal solution design recommendations for integration in a timely and impactful manner.

Qualifications:

  • Minimum 3 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

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.

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

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