Customer Onboarding Manager
Spendflo
Customer Service, Sales & Business Development
India
Posted on Oct 23, 2024
As an Onboarding Manager, you’ll have the opportunity to leave the first impression of the company on the customer. From onboarding, managing requests & reviewing their renewal pipeline, you’ll walk hand in hand with our customers on their journey to success. You’ll also serve as our product champion, driving adoption and expanding features with our product team.
What You Will Do:
- Continue building the customer onboarding process, including training, implementation, and helping the customer create their first (of many) solutions on the Spendflo platform
- Manage the relationships amongst internal and external teams involved to ensure a smooth sail of the account
- Establish metrics and KPIs to evaluate process improvement and overall account health
- Be the SME for the Spendflo platform: partner with our clients to understand their operational challenges and how Spendflo can help, including identifying opportunities to expand within the account
- Resolve product support questions as they arise
- Work cross-functionally with product management to surface customer requests and help translate customer feedback into product requirements
- Be an integral part of operationalising the implementation function as the team scales
About You:
- 5-7 years of experience in a customer-facing role such as Technical Onboarding Manager, Customer Onboarding Manager, Solutions Architect, or Implementation Consultant
- Experience with project managing customer implementations for enterprise clients, or consulting with clients on business process improvements at the Director, VP, and Exec level of Fortune 500 companies
- Advanced understanding of SaaS, and Cloud-based software environments
- Builder mindset: you’re comfortable in a startup environment taking projects from 0 to 1
- Knowledge and understanding of APIs and webhooks and all their relevant CRUD actions
- Understanding of database structure and how systems integrate and “talk” with one another
- Proven experience with troubleshooting technical problems where the answer isn’t obvious or Google-able
- Experience running projects where the roadmap/checklist is not out-of-the-box templatized and will vary for every client’s custom situation
- Comfort in helping define customer workflow/automation requirements by asking the right questions
- Teasing out nuanced details from the customer. Being able to read between the lines to find their actual pain points, and be able to solution the answer
- Comfortable creating net-new process diagrams/workflows with customers to increase our value to them. In other words, taking existing processes and enhancing them with the magic of Spendflo
This role is for the Americas region, so you must be willing to do US shift. Prior Experience managing the region/US customers will be a plus. The role will be based out of India.