Customer Onboarding Manager - Australia
6 skills required
Job Details
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
We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform. We’ve unlocked unicorn status following our Series D round We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, Avon, CNN, and the list goes on.
Having recently unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M USD in CARR (Committed Annual Recurring Revenue). Insider was named a leader in the The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and eCommerce Personalization.
When our team founded Insider, they not only sought to create a product company, but to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100projects shecodes, sheleads and shemarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.
Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.
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 realisation 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.
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
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
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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