Customer Success Onboarding Professional

7 days ago

Toronto, Ontario, Canada SysAid Technologies Full time

At SysAid, we empower organizations by leveraging AI to drive their success. As a fast-growing SaaS company, we serve over 4,000 customers worldwide, assisting over 9 million users in enhancing their productivity daily. Our innovative Service Management platform is revolutionizing how businesses operate globally.

The Customer Success Onboarding Manager role involves onboarding new SysAid customers and setting them up for immediate success by facilitating the implementation process. Working closely with our Sales, Professional Services, Customer Success, and Customer Care teams, you will utilize your strong communication and technical skills to support new customers.

As the first point of contact for new customers, you will own the responsibility of the onboarding process. By coordinating activities, allocating resources, and facilitating the resolution of technical problems, you will ensure a timely and efficient adoption of the SysAid solution.

SysAid prioritizes delivering an outstanding customer experience, and this role is the first step in the process. To be successful in this role, the Customer Success Onboarding Manager needs to:

  • Excel in helping customers.
  • Possess excellent communication skills via phone and email.
  • Be able to learn new technologies quickly and communicate those concepts to customers with varying degrees of technical expertise.
  • Embody a collaborative approach, contributing ideas and improvements to the overall onboarding process.

The ideal candidate is experienced in SaaS, loves helping customers, and is comfortable with technical and highly configurable SaaS solutions. Attention to detail, strong communication skills, and a customer-centric orientation are required.

Responsibilities:

  • Promote a customer-first approach at all times.
  • Become an SysAid domain expert.
  • Understand the goals and objectives of new customers and translate those needs appropriately through the implementation and onboarding process.
  • Track and hit key implementation milestones.
  • Schedule KickOff and other regular meetings to walk the customer through our implementation process.
  • Review expectations, requirements, and timelines.
  • Work with the Professional Services team to prepare the project plan and ensure major milestones are highlighted.
  • Maintain a high level of engagement throughout the implementation process to ensure satisfaction and smooth delivery of solutions as per customer requirements and timelines.
  • Responsible for setting a solid foundation for the customer while minimizing time to value.
  • Prepare a Joint Success Plan with the customer to align on business goals and objectives.
  • Set the customer up for success for the go-live date, sharing best practices and equipping the customer and their teams with the right tools required to get full utilization from SysAid.

Remote Work: Yes

Employment Type: Full-time

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