Customer Onboarding Manager - (Implementation Project Manager)

Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

Insider One is the #1 platform that brings everything marketing and customer engagement teams need in one place so they can reach their peak potential and become unstoppable.

Our story began with six desks and a vision to create a single platform to make industry-first technologies and emerging channels accessible to marketers worldwide. Today, Insider One is powered by 1,500+ team members representing 50+ nationalities across 30+ offices. With AI at its core and an integrated Customer Data Platform (CDP), Insider One unites data, personalization, and journey orchestration across the most extensive set of natively supported channels, including WhatsApp, SMS, Email, Web, App, and Site Search.

We recently raised one of the largest funding rounds in the industry, a $500M Series E led by General Atlantic. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 2000+ customers from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L’Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on.

Insider One was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world. Loved by customers, recognized by analysts, we are the only vendor recognized as the #1 leader in all the capabilities marketing and customer engagement teams need. Don’t just take our word for it — see for yourself. We consistently outperform and continue our leadership, and the results speak for themselves.

From day one, Insider One’s mission has not only been to build a world-class product company, but also to create one of the most socially progressive technology communities in the world. Through our social responsibility initiatives like 100 Social Responsibility Projects, AI Training for Teachers, Code Academy, SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact on our communities across 30+ countries, driving initiatives in health, education, farming, animal rights, and increasing women’s representation in STEM.

Behind all these achievements is an exceptionally talented, visionary team of overachievers that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading.

As a Customer Onboarding Manager, you will be responsible for driving the onboarding process, ensuring successful and timely outcomes for new clients. Your role is crucial in accelerating Time to Value and ensuring customer retention by helping clients fully integrate and realize the value of Insider’s platform.

You will collaborate closely with internal technical resources to empower and train customers on how to use Insider’s platform and its powerful features as efficiently as possible. Establishing strong, credible relationships with stakeholders at all levels of the client organization will be key to understanding their business and technical goals.

Role Expectations:

You will be expected to have a technical background, which could be gained through either academic education or relevant work experience. This includes the ability to read API documentation, knowledge of HTML, CSS, and XML, and the ability to understand basic data structures and data flows.

You will be prioritized if you have experience with short to medium-term projects and strong project management skills, as your role will heavily focus on managing multiple projects simultaneously.

Qualifications:

• Minimum of 3 years experience in SaaS project management and client onboarding.
• PM qualifications such as Agile, PMP, or Prince2 are a plus.
• Strong communication skills, both written and verbal, with business fluency in English.
• Time and task management skills are essential.
• Proven ability to communicate effectively with both internal and external stakeholders.
• Demonstrated success in delivering projects in a timely and efficient manner.
• Knowledge of Google Tag Manager, Google Product Feed, and Google Analytics is an advantage.
• Understanding of webhooks and API.
• Exposure to and understanding of AI-driven product recommendation tools and algorithms is a plus.
• Experience with other CRM, ERP, or Marketing Automation platforms is an advantage.

Responsibilities:

• Project management of customer onboardings to ensure successful outcomes, accelerating Time to Value and driving customer growth and retention.
• Collaborate with internal technical teams to train customers on using Insider’s platform and features effectively.
• Build credible relationships with stakeholders at all levels, from senior management to end users, to understand their business and technical goals.
• Drive early adoption by setting KPIs and success metrics, ensuring full ROI for clients.
• Advocate for customer business use cases with the product development team.
• Ensure smooth transition to the Customer Success Manager team by documenting client stakeholder roles and hierarchy.
• Continuously enhance the onboarding experience by improving processes and training materials.
• Where needed, tailor 1:1 onsite and remote onboarding sessions to exceed client expectations.
• Establish trust and confidence in Insider's platform, ensuring successful early adoption.
• Coordinate effectively with client agencies and third parties to achieve desired outcomes.
• Ensure the highest quality in deliverables, maintaining client satisfaction and facilitating a seamless post-onboarding transition to the Customer Success & Support teams.
• Collaborate with the development team to ensure custom development meets client expectations and standards.
• Own the project, taking responsibility for successful implementation while working closely with both internal and external stakeholders.
• Facilitate exceptional user-enablement training and workshops to empower clients.

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

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