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Customer Success Onboarding Manager Job in Saudi Arabia
Salla , Saudi Arabia

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Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Apr 13, 2021
Last Date
Jul 13, 2021
Location(s)

Job Description

To drive the success path of Salla’s customers, set the standards to ensure new customers have a great experience with implementation and adoption of Salla’s products; develop, improve, and implement best practices between new customers and their gains using Salla’s solutions.

CUSTOMER SUCCESS ONBOARDING MANAGER RESPONSIBLITIES

  • Develop the onboarding journey for each plan and merchant segment.
  • Evaluate processes as a business resource to identify gaps, best practices, proven success stories, and inefficiencies that can be used to continually improve day to day operation and approach with new customers.
  • Subject Matter Expert/ SME and customer resource on all aspects of Salla.
  • Top resource in aligning with new customers and fostering their experience throughout their onboarding process.
  • Team resource in guiding process transformations that will continually develop and improve customer experience, interaction, and retention through the onboarding process.
  • Develop a solid understanding of Salla customer’s marketing and sales tech stack, including the information that flows through it to be pushed into and pulled out of Salla to drive accurate attribution.
  • Perform additional tasks as needed and/or requested.
  • Lead customer onboarding tasks including configuration and training.
  • Serve as a mentor and coach for Onboarding Team.
  • Be highly responsive to both customer and internal email and phone inquiries.
  • Be the voice of the customer, customer ambassador and a customer advocate.
  • Influence internal behavior cross-functionally to get buy-in for onboarding initiatives.
  • Monitor new customer performance and address any open issues to ensure timely resolution and great customer experience.
  • Lead conversations with customers to determine how to best align their company goals while integrating Salla products solutions.
  • Partner closely with the Customer Success Manager and Account Managers to solidify and execute customer deployment strategy based on customer goals and KPIs.
  • Collaborate with Business Development, Customer Success, Customer Care, Product Development and IT to influence new product features and functionality based on customer feedback.
  • Contribute to developing and deploying onboarding process and content changes.

Requirements

  • 2+ years of experience in Onboarding or Implementation within SaaS market.
  • 1+ years of experience with Enterprise Onboarding clients.
  • 4+ years of total experience in Customer Success, Customer Support, or Marketing.
  • Previous experience in coordinating business processes between new customers and application solutions in a Lead role.
  • Expert with CRM applications and business communication tools (Docusign, Zoom, etc.).
  • Experience with Marketo, Eloqua, Pardot, Hubspot, Salesforce, or Google Analytics is preferred.
  • Certified in Conversational Marketing is a plus.
  • Ability to interpret data to find and present trends, value, and ROI.

Job Specification

Salla

Information Technology and Services - Jeddah, Saudi Arabia