Customer Onboarding Lead

4 weeks ago

Mumbai, India WebEngage Full time

About the role : WebEngage’s success hinges on the effectiveness of our Onboarding & Success teams. We're looking for an experienced Customer Success Operations Manager to lead and support a team of onboarding managers/associates. Your role will provide tactical support, improve KPIs, and enhance efficiency. You'll actively listen to challenges, offer strategic solutions, analyze data for improvement, and refine processes to optimise output. This strategic role is the key point of contact for post-sales functions (Success, Solutioning, Support) and is vital to boosting the productivity of customer-facing teams responsible for recurring revenue. Essential Functions and Responsibilities: Lead Onboarding: Manage large-scale customer implementations, ensuring timely, cost-effective delivery Customer Success: Oversee onboarding quality, timelines, and resources for seamless experiences Product Training: Drive product adoption and training for key stakeholders Escalation Management: Act as the final point for critical issue resolution Process Optimization: Implement best practices to streamline onboarding Cross-functional Collaboration: Resolve roadblocks with Product, Support, and Engineering teams Team Leadership: Build and optimise a high-performing onboarding team Operational Excellence: Establish processes for tools, data flow, and integrations to boost retention and growth KPI’s Team Performance & Project Timeline Management Revenue Activation: Ensure timely billing starts, subscription starts, and first invoice clearance Customer Experience & Satisfaction Delivery of Training/Workshops for Team & Customers You 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 Background Master’s degree in business administration or related field Bachelor’s degree in IT/Computer Science or any equivalent degree Experience 6+ years in the IT/SAAS industry with at least 2 years of managing a team of 4-6 project managers Skills Ability 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 departments A healthy obsession with data efficiency and customer-centricity Experience 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 influence Takes a high degree of ownership over work Life 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 balance Go 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 mentorship Get 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: Think 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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