Onboarding Customer Success Manager

1 week ago

Mumbai, India CyberArk Full time

Job Description Key Responsibilities: - Own the Onboarding Journey: Lead customers through a structured and milestone-driven onboarding process. Ensure that customers understand the CyberArk solution, its value, and their path to success. - Cross-Functional Collaboration: Work closely with teams such as Sales, Professional Services, Support, Sales Engineering, Customer Success Executives, and Renewals to deliver a consistent and coordinated onboarding experience. - Customer Goal Alignment: Collaborate with customers to define, document, and translate their business objectives into clear, actionable onboarding milestones that align with their goals. - Roles & Responsibilities Mapping: Identify and assign key customer champions, admins, and end-users critical to the success of the onboarding process and product adoption. - Risk and Escalation Management: Develop an escalation framework for the onboarding process to quickly address potential issues or blockers, ensuring the timely resolution of challenges. - Identify Gaps Early: Proactively detect any roadblocks or readiness gaps during the onboarding process and collaborate with internal CyberArk teams to resolve them promptly. - Regular Progress Reviews: Conduct scheduled check-ins (monthly or bi-monthly) with customers to monitor onboarding progress, address any concerns, and ensure customers are realizing value in a timely manner. - Advocate Enablement: Recommend and support customers in leveraging CyberArk enablement tools such as training programs, community forums, and documentation for self-service learning and continuous success. - Continuous Improvement: Gather customer feedback during and after the onboarding process to contribute valuable insights that will help improve the overall onboarding experience and process. Qualifications: - Experience: 2+ years of relevant experience in Customer Success, Onboarding, Implementation, or a related role within SaaS or technology companies. - Project Management Skills: Demonstrated project management skills, or familiarity with managing onboarding processes, timelines, and customer expectations. - Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex technical concepts clearly and concisely to a diverse audience. - Customer-Focused Mindset: Ability to prioritize customer needs and proactively engage with clients to ensure they achieve success with the CyberArk solution.

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