What are the responsibilities and job description for the Customer Onboarding Manager position at ID.me?
Overview:
We are seeking a highly motivated and detail-oriented Customer Onboarding Manager to join our dynamic team. As a Customer Onboarding Manager, you will play a critical role in leading customers through their journey from the initial sale, through implementation, and to the attainment of "first value" with our products. This position requires strong project management skills and the ability to orchestrate multiple resources and team members to ensure an optimal implementation and adoption experience for our customers. Success in this role is not only about guiding customers through the process but also owning and ensuring the success of their onboarding journey. You will be responsible for ensuring that the customer has a strong foundation for long term success, and is achieving the value promised during the sales process.
Responsibilities:
- End-to-End Onboarding Project Management:
- Lead customers through the entire onboarding process, from sale through the attainment of "first value" within target timelines.
- Take ownership of the overall success of customer onboarding, ensuring a positive and impactful experience.
- Develop and execute project plans, ensuring milestones are met and key deliverables are achieved.
- Routinely reporting on the status, risks, and for 10-15 simultaneous projects to internal and external stakeholders.
- After a successful onboarding journey, you will transition the customer to their Strategic Customer Guidance:
- Lead detailed product training sessions to educate customers on features, user experience, and best practices.
- Provide consultative guidance to customers on how to maximize the value of our products/services.
- Work closely with customers to understand their unique goals and tailor onboarding strategies accordingly. You will share best practices and common pitfalls to lead the customer to successful outcomes.long-term Customer Success Manager.
- Resource Coordination:
- Orchestrate multiple internal resources and team members to support the onboarding journey effectively. As an onboarding manager, you’ll be responsible for bringing in the appropriate resources and tools at the right time to ensure success.
- Collaborate with technical, sales, and customer success teams to ensure a cohesive and streamlined onboarding experience.
- Generate customer facing content focused on adoption, usability, and best practices
- Proactive Issue Resolution:
- Identify and mitigate risks to the the project’s success
- Quickly and effectively resolve issues, working collaboratively with internal teams to implement solutions.
- Leverage usage data post-launch to validate the health of the implementation and take action as needed
- Qualifications:
- 5 years of experience in Project Management, Customer Success, or a related field
- Strong communication skills and high EQ makes you patient, tact, resilient, and equally effective in building consensus and de-escalating conflict
- Strong quantitative and analytical skills with the capacity to independently build convincing, data-driven proposals. The ability to leverage data to influence customers to follow best practices
- Experience in Digital Identity, or Trust & Safety preferred
