Customer Onboarding Manager - (Implementation Project Manager) - Brazil

Insider; São Paulo; Presencial; BRL 120.000 - 150.000; Tempo integral

Resumo da oferta

A leading B2B SaaS company in São Paulo seeks a Customer Onboarding Manager to drive onboarding processes and enhance customer retention. The ideal candidate will have extensive experience in SaaS project management and strong communication abilities. Responsibilities include managing client onboarding, providing training on platform features, and coordinating with stakeholders to exceed expectations. The role requires expertise in both technical aspects and project management, ensuring a seamless client transition to the Customer Success team.

Qualificações

• Minimum of 3 years experience in SaaS project management and client onboarding.
• Strong communication skills with business fluency in English required.
• Knowledge of webhooks and API is crucial.

Responsabilidades

• Manage customer onboardings to ensure successful outcomes.
• Train customers on using Insider’s platform effectively.
• Build credible relationships with stakeholders at all levels.
• Document client stakeholder roles and hierarchy for smooth transition.
• Continuously improve onboarding processes and training materials.

Conhecimentos

SaaS project management

Client onboarding

Strong communication skills

Time management

Project management skills

Formação académica

Technical background

PM qualifications (Agile, PMP, or Prince2)

Ferramentas

Google Tag Manager

Google Analytics

CRM, ERP platforms

Descrição da oferta de emprego

About us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.

We have celebrated our $500M Series E funding round, led by General Atlantic. We are backed by investors including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to Fortune 500 companies such as Samsung, Coca-Cola, Nike, L’Oréal, Singapore Airlines, Virgin, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, CNN.

Having unlocked unicorn status, Insider was recognized as a leader in The Forrester Wave for Cross-Channel Campaign Management 2021 and as a Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards and named in The Top 10 Best Software Products with the most #1 rankings alongside others like Google, Zoom, and Monday.com. Insider is the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization.

When our team founded Insider, we aimed to build not only a product company but also the most socially progressive technology community. Through CSR initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has expanded across 27+ countries, driving projects in health, education, farming, animal rights, and increasing the representation of women in STEM careers.

Behind these achievements is a talented, passionate team across 27+ countries that moves fast, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.

Role

Customer Onboarding Manager — you will drive 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 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 are expected to have a technical background, gained through academic education or relevant work experience. This includes reading 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 the role focuses 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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