Customer Onboarding Lead
1 month ago
Essential Functions and Responsibilities:Lead Onboarding:
Manage large-scale customer implementations, ensuring timely, cost-effective deliveryCustomer Success:
Oversee onboarding quality, timelines, and resources for seamless experiencesProduct Training:
Drive product adoption and training for key stakeholdersEscalation Management:
Act as the final point for critical issue resolutionProcess Optimization:
Implement best practices to streamline onboardingCross-functional Collaboration:
Resolve roadblocks with Product, Support, and Engineering teamsTeam Leadership:
Build and optimise a high-performing onboarding teamOperational Excellence:
Establish processes for tools, data flow, and integrations to boost retention and growthKPI’sTeam Performance & Project Timeline ManagementRevenue Activation: Ensure timely billing starts, subscription starts, and first invoice clearanceCustomer Experience & SatisfactionDelivery of Training/Workshops for Team & CustomersYou will partner closely with the Sales Managers, Customer Success Manager, Support Executives, and Implementation Team to ensure maximum adherence to set processes.
Knowledge, Skills, and Abilities:Education BackgroundMaster’s degree in business administration or related fieldBachelor’s degree in IT/Computer Science or any equivalent degreeExperience6+ years in the IT/SAAS industry with at least 2 years of managing a team of 4-6 project managersSkillsAbility to break down ambiguous, complex projects into concrete, manageable components and think through optimal solutions.A team player who can foster relationships and communicate effectively across departmentsA healthy obsession with data efficiency and customer-centricityExperience building strategy, and processes, and utilizing tools to achieve business objectives.Excellent communication skills, both written and verbal, as well as excellent organisational skills.A strong conceptual & working understanding of data flow through API, and Webhooks, SDK, GTM integrations.Team Management experience will be necessary.Working knowledge of MS Excel/Google Spreadsheets is mandatory.Ability to lead through influenceTakes a high degree of ownership over workLife at WebEngage:We take transparency very seriously. Along with a full view of team goals, get a top-level view across the board with our monthly & quarterly town hall meetings.A highly inclusive work culture that promotes a relaxed, creative and productive environment.Practice autonomy, open communication, growth opportunities,while maintaining a perfect work-life balanceGo on company-sponsored offsites, once a year and blow off steam with your work buddies (Post Pandemic)Perks & Benefits:Learning is a way of life. Unlock your full potential backed with cutting-edge tools and mentorshipGet the best in class medical insurance (with Covid Care facilities), programs for taking care of your mental health, and Contemporary Leave Policy (beyond sick leaves)Explore more here: you fit the bill? Come along, letʼs redefine the future of Marketing Automation
WebEngage aims to be an equal opportunity employer. We strongly believe that when people feel respected and included they can be more creative, innovative, and successful. We believe that change is the only constant and are in the process and will continue to be in process with changing times to adapt and advance diversity and inclusion. We take affirmative action to ensure equal opportunity and complete non-disclosure of all applicants without any regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or any other characteristics not mentioned hereinabove which are protected under the law of the soil.
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