Manager, Digital Scaled Onboarding

Tech Mahindra; Lisboa; Presencial; EUR 60 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Meal allowance

Healthcare Insurance

Dental Insurance

Resumo da oferta

Tech Mahindra in Lisbon seeks a Manager, Digital Scaled Onboarding to lead a team of onboarding managers. You will drive high-volume customer onboarding, accelerate activation, and reduce manual steps while promoting education and self-service.

You will work across CRM, onboarding tools, learning platforms, analytics, and AI solutions to improve outcomes, time-to-value, and customer satisfaction in a fast-growing tech environment.

Qualificações

• 5+ years in customer onboarding or related roles.
• 2+ years of people-management experience.
• Experience building or managing scaled onboarding models combining digital engagement with targeted human support.
• Strong SaaS or technology experience with subscription journeys and product adoption.
• Ability to lead high-volume onboarding portfolios with prioritization and automation.

Responsabilidades

• Lead a Lisbon-based team of onboarding managers to scale operations.
• Drive activation and reduce manual steps and meetings.
• Improve onboarding education and self-service content.
• Identify at-risk onboarding customers early and intervene.
• Improve consistency and quality of onboarding delivery.
• Align Sales, Customer Success, Support, Product, and Ops around outcomes.
• Introduce AI and automation into onboarding workflows.
• Measure time-to-value, activation, and adoption with actionable insights.

Conhecimentos

People management

Onboarding experience

Digital onboarding

SaaS/tech familiarity

Process improvement

Data-driven decisions

Cross-functional leadership

Customer journey design

Coaching performance

Time-to-value metrics

Descrição da oferta de emprego

We're Tech Mahindra, a multinational Technology Company with 30 years of experience and with more than 141.000 associate providing Information Technology and Business Process Outsourcing Services.

We're looking for a Manager, Digital Scaled Onboarding to join our Customer Experience organization with client. In this role, you'll lead a Lisbon-based team of digital-first Onboarding Managers responsible for helping high volumes of customers successfully implement, adopt, and begin realizing value from client.

To put things into context

In this role, you can expect to work on priorities such as:

• moving customers from purchase to activation faster
• reducing manual steps and unnecessary customer meetings
• improving customer education and self-service during onboarding
• identifying stalled or at-risk onboarding customers earlier
• improving the consistency and quality of onboarding delivery
• creating stronger onboarding segmentation and engagement paths
• improving Sales-to-Onboarding and Onboarding-to-Customer-Success handoffs
• introducing AI and automation into onboarding workflows
• increasing the capacity of each Onboarding Manager without reducing customer outcomes
• building a scalable onboarding center of excellence in Lisbon
• improving the measurement of onboarding success, customer effort, and time-to-value

You can expect to work across a technology environment that includes CRM, customer success platforms, onboarding tools, learning platforms, support systems, product analytics, workflow automation, AI solutions, and business intelligence tools.

What you bring

• 5+ years of experience in Customer Onboarding, Customer Success, Implementation, Customer Experience, or a related customer-facing function.
• 2+ years of people-management experience, ideally leading onboarding, implementation, Customer Success, or digitally enabled customer teams.
• Experience building or managing scaled onboarding models that combine digital engagement with targeted human support.
• Strong SaaS or technology experience with an understanding of subscription customer journeys, product adoption, retention, and customer value.
• Experience leading high-volume customer portfolios where prioritization, segmentation, automation, and operational discipline are essential.
• A strong understanding of time-to-value, activation, adoption, and onboarding completion metrics.
• Experience designing digital customer journeys using automated outreach, webinars, self-service content, lifecycle triggers, or in-product education.
• Strong people-leadership and coaching skills with a track record of improving individual and team performance.
• Experience using customer data and behavioral signals to identify risk, prioritize engagement, and improve onboarding outcomes.
• Strong process-improvement capability with the ability to identify friction, simplify workflows, and build scalable operating practices.
• Strong customer communication skills with the ability to coach others on clear, confident, and outcome-focused customer engagement.
• Strong cross-functional leadership skills and the ability to align Sales, Customer Success, Support, Product, and Operations around customer outcomes
• Commercial and retention awareness, with an understanding of how failed or delayed onboarding affects adoption, customer health, revenue, and churn
• Comfort operating in a fast-paced growth environment where priorities evolve and leaders are expected to move between strategy and execution
• Strong analytical and reporting skills with the ability to translate onboarding data into decisions, actions, and leadership updates.

Nice to have

• Experience in fintech, payments, spend management, financial technology, or B2B SaaS
• Experience building or scaling a customer onboarding hub in Lisbon
• Exposure to AI-powered onboarding, conversational AI, automated customer guidance, or predictive customer health solutions
• Experience with product-led onboarding and digital adoption platforms
• Familiarity with customer education, learning management systems, webinars, and digital content programs
• Experience managing multilingual or multi-market customer onboarding
• Knowledge of finance workflows, accounting processes, ERP integrations, or expense management
• Experience supporting both small-business and mid-market customer segments

Our offer:

• Base salary above average
• Meal allowance (9,13€ per day worked, in meal card)
• Healthcare and Dental Insurance (since day one)

Our cultural values are Driving positive Change, Celebrating each moment and Empowering all to rise.

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.