Customer Onboarding Manager
Job Summary
Job Description
As a Customer Onboarding Manager, you will be responsible for the onboarding of Red Points clients. You will guide customers through the initial phases of their Red Points service, ensuring a positive experience and meeting their needs. This includes coordinating client strategy, managing documentation, and ensuring successful setup with Red Points services. Responsibilities include owning customer relationships, welcoming and orienting new customers, maintaining a structured onboarding process, developing impact measurements, helping customers define their needs and timelines, providing clear communication, conducting calls, analyzing IP portfolios, acting as a product expert, training customers, creating repeatable processes, and monitoring onboarding metrics. The goal is to successfully transfer customer relationships to a customer success manager after onboarding.
Must have:
- Own and manage customer relationships post-sale to onboarding implementation.
- Welcome and orient new customers, providing service introductions.
- Maintain a structured onboarding process.
- Help customers define needs and manage timelines.
- Provide clear, timely communication for issues.
- Complete video and phone calls to support the process.
- Analyze and manage customer IP portfolios.
- Be a Red Points expert and educate clients.
- Train customers on effective product use.
- Create repeatable onboarding processes.
- Monitor and report key onboarding metrics.
1 skill required
Job Details
As a Customer Onboarding Manager you will be responsible for the onboarding of Red Points clients. You will also be in charge of guiding customers through the initial phases of their Red Points service, ensuring they have a positive experience and making sure their needs are met.
This includes: 1) coordinating the creation of client’s strategy, 2) ensuring that all relevant documentation is obtained and dealt with and 3) making sure they are set up to success with Red Points services
- Own and manage customer relationships from the point of sale through successful Red Points platform onboarding implementation.
- Welcome and orient new customers to the Red Points services, providing an introduction and overview of what are the next steps
- Maintain a structured onboarding process to guide new customers through their initial interactions with the service
- Develop measurements to help understand the impact of successful implementation.
- Help the customer define their needs and manage their timeline toward seeing value.
- Provide clear and timely communication to address customer questions, concerns, and issues.
- Complete video and phone calls to ensure that customers are supported during the onboarding process.
- Analyze and manage the customer's IP portfolio during the onboarding phase.
- Be a Red Points expert and discuss or educate on any nuance of the product with client
- Train new customers on how to use the product effectively and adapt their usage to their needs.
- Create repeatable processes, resources, and frameworks to use when onboarding customers
- Monitor and report on key onboarding metrics to ensure a successful onboarding process
- Successfully transfer your customer relationships to a customer success manager after onboarding
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