Pando - Onboarding Account Manager

3 weeks ago

Chennai, Tamil Nadu, India Pando Corp Private Limited Full time

Position Overview

We are seeking a dynamic and experienced Onboarding Account Manager to lead and manage the end-to-end onboarding and success journey of our enterprise customers. This is a high-impact management role responsible for driving customer satisfaction, product adoption, and value realization during the early lifecycle stages. As a key leader interfacing between clients and internal teams, you will play a critical role in ensuring seamless transitions, timely deployments, and strategic alignment with customer goals.

Key Responsibilities

Customer Onboarding Leadership: Own the onboarding journey for new enterprise clients, ensuring a high-quality, timely, and structured onboarding experience.

Client Success & Adoption: Drive early product adoption, usage growth, and value realization through best-in-class training, support, and communication.

Engagement Strategy & Planning: Develop onboarding project plans, timelines, and success metrics tailored to each customer's needs and business outcomes.

Stakeholder Management: Serve as the central point of contact for client stakeholders during onboarding; manage internal coordination across Product, Sales, Implementation, and Support teams.

Product Enablement: Deliver product walkthroughs, training sessions, and demos to educate client teams on Pando's capabilities.

Process Optimization: Establish and continuously improve onboarding processes and frameworks to deliver a scalable, repeatable, and 'wow' experience.

Risk & Churn Management: Proactively identify risks to customer success, engagement gaps, or churn triggers and act decisively to mitigate them.

Cross-Functional Collaboration: Actively collaborate with Product, Engineering, and Customer Success teams to influence roadmap and feature enhancements based on onboarding feedback.

Qualifications & Requirements:

- 5-8 years of professional experience in enterprise SaaS onboarding, preferably in the supply chain or logistics technology domain.

- Proven experience managing enterprise-level client rollouts and stakeholder engagement.

- Deep domain expertise in supply chain management and logistics (SCM SaaS products is a strong plus).

- Strong project management skills with the ability to handle multiple engagements in parallel.

- Excellent interpersonal, communication, and presentation skills.

- Proficient in using onboarding, CRM, and analytics tools to manage and track onboarding KPIs.

- Demonstrated ability to influence internal stakeholders and drive cross-team alignment.

- Customer-first mindset with a strong orientation toward delivering business value.

(ref:iimjobs.com)

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