Customer Onboarding Manager at Superside

About the job

Superside is looking for a Customer Success Onboarding Manager whose mission will be to drive customers to immediate success by facilitating the implementation process for new subscriptions. You will report to the Customer Experience Manager responsible for onboarding processes and will be their trusted partner in running and implementing the customer onboarding from the customer’s 1st interaction to delivering on the 1st project.

What You'll Do

• Become a Superside expert
• Facilitate and manage the diaries with internal and customer teams for all sessions within the onboarding phase
• Ensure the Superside team are up to speed with the customer needs, head of the onboarding, and fully understands the correct process to follow
• Collaborate with the sales, CSM, operations, and creative teams
• Setting up the relevant documentation to ensure smooth onboarding sessions
• Provide detailed account walkthroughs and assist new customers with implementation
• Educate customers on Superside’s capabilities, and best practices to simplify adoption and align expectations
• Clearly communicate account setup requirements and expectations with customers and key stakeholders
• Listen carefully to information provided by customers and ask clarifying questions
• Provide additional user onboarding sessions so that the full customer team has a seamless experience
• Understanding pain points and blockers to quickly onboard customers and increase time to value
• Record customer needs, wins, pain points, and questions in our CSP and communicate to key stakeholders
• Ensure customers receive superior service
• Leverage feedback for continuous improvement to the onboarding process.

What You'll Need

• Bachelor’s Degree or higher in Creative, Communication, or similar / Bachelor in Business or Marketing
• 1+ years of related client-facing experience, preferably from a Creative/Ad Agency and/or SaaS environment (Post-Sales, Design Operations, Business Development, Account Manager/Director, etc.)
• Experience with cross-functional project management, stakeholder management, and communication.
• Excellent English verbal and written communication skills, very good presentation skills and has the ability to lead conversion or discussion
• Strong customer relationship building skills, with the ability to manage expectations and build trust
• Experience engaging with end-users, evangelizing a solution, and driving adoption across multiple stakeholder groups
• Ability to quickly learn relevant design production/operations/process concepts and consult customers on these
• Bias for action, appreciation for data-driven processes, hard-working, proactive, client-centric, and execution driven mindset.