Customer Onboarding Manager

2 weeks ago

Vancouver, Canada Cloudsquare Full time

**About Cloudsquare**

Cloudsquare is a revolutionary Salesforce consulting and product development firm dedicated to becoming long-term partners with our clients by supporting them through their technology and business transformations. Founded in 2018, Cloudsquare is a fully remote organization celebrating a global culture of collaboration spanning over three continents. Our team members are proud to have the autonomy to do what’s right not only for our clients, but also for each other, explaining our 5-star ratings on the Salesforce AppExchange and being continuously recognized as the best place to work. We also build amazing Salesforce apps and have our sights set to become the #1 loan origination system natively built on the #1 CRM, Salesforce.

**Cloudsquare Core Values**
- **Stand Together** - Our work ethic makes us a dependable firm that can be trusted to drive businesses to the next level. Our ability to depend and rely on each other is the cornerstone of our success and joy at work.
- **Embrace Change** - We are an innovative team who welcomes change and is always in continuous improvement to make the impossible possible. Where others see problems - we find solutions
- **Keep it Real** - At Cloudsquare it is important to build genuine connections with our team and clients by being honest and true to ourselves.
- **Committed to Greatness** - Our perseverance, go-getter attitude, and grit help us achieve the desired perfection, even in the most challenging of projects.
- **Enjoy Life** - The Cloudsquare way is a true work-life balance, where we are passionate about our work, yet we can put that aside and live life to the fullest with our loved ones.

**Who You Are**

You are a go-getting, meticulous, tech-savvy leader who takes every opportunity to organize people, whether friends, family, or at work, to create something that everyone will enjoy taking part in - not only in the process, but also the results. From a simple barbeque in the park to a 10-day excursion with a group of friends, you know and want to organize the steps needed to pull off a successful event. You shine in the role of a Customer Onboarding Manager who understands all the complexities of not only the product you are running an installation for, but also how to deal with customer delays, adapting the product to work for the customer, and more. You own everything you take on and take the term “the buck stops with me” seriously.

You enjoy learning the intricacies of how something works. You will use this skill to help Cloudsquare build out its knowledge base and user guides that will allow us to transform into a product company. Likewise, you love working and supporting customers. Knowing how our products work will allow you to serve as the first tier of support of customer inquiries.

You will report to the Director of Product and along with Product Managers and Product Specialists.

**Your Mission**

The mission for this role is to onboard customers through our installation process with a positive experience while building our knowledge base of articles and guides.

**Your Responsibilities**
- Become a champion and expert of our products, allowing you to own and drive our customer installations, write support documentation, and provide support to customer inquiries.
- Own the overall customer onboarding experience from installation kickoff through go-live
- Manage the day-to-day operational aspects of the installation and scope, the overall customer relationship and demonstrate respect and responsiveness to customer needs
- Manage installation deliverables, and schedule to ensure the project stays on track through go-live
- Monitor project status and assess risk in process, people and/or technology and adjust project plans to address accordingly
- Facilitate milestone planning from kickoff to go-live and address delays as necessary to put the project back on track.
- Engage with senior customer stakeholders and individual business users to understand and help them achieve their business goals
- Own / host kickoff meetings, recurring touch points during the project, etc. Set meeting agenda and provide appropriate follow up communications
- Understand what is in scope of an installation versus what would be considered custom requirements that must be sold by the implementation team
- Be initial point of project escalation; escalate up as needed
- Align and track project resources and tasks
- Write and edit technical and procedural documents including user guides
- Collaborate with the support team and the product team to write documentation for specific products and processes
- Gather feedback from customers to improve technical documentation
- Write articles for the knowledge base
- Triage support requests from customers
- Serve as the first tier of support to resolve support requests and escalate to product engineers as needed
- Coordinate case resolution with product engineers

**Your Qualifications**
- 3 years of custo

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