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.