Customer Onboarding Specialist

il y a 7 jours

Paris, Île-de-France Insider Temps plein
About the Role

We are seeking a highly skilled Customer Onboarding Manager to join our team at Insider. As a key member of our post-sales team, you will be responsible for transitioning our clients from the sales process through onboarding and implementation of our platform.

Key Responsibilities
  • Project manage customer onboardings to successful outcomes, accelerating Time to Value and 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.
Requirements
  • Minimum 3 years experience in SaaS project management and client onboarding.
  • Project Management qualifications (Agile, PMP, Prince2) are a plus.
  • Strong written and verbal communication skills (English & French).
  • 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.
  • 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.
What We Offer
  • A chance to work in an international, diverse, and inclusive environment.
  • Access and opportunity to gain a limitless network all over the globe.
  • A chance to become a Shareowner with the "Shareowner System" that we offer to all Insiders who meet certain criteria.
  • To be part of an industry that's shaping the future of customer experience.
  • Access to many hard and soft skills pieces of training to help you improve and challenge yourself.
  • Access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge.
  • Space to share your skills through training sessions and workshops if you wish. Sharing is caring.
  • The infamous team activities that are bursting with fun.
  • No Dress Code.

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