Customer Onboarding Manager

EFI; Manchester (NH); Hybrid; USD 90,000 - 120,000; Full time

Job summary

EFI is seeking a Customer Onboarding Manager for the Londonderry, NH office on a hybrid basis. You will oversee post-sale onboarding, coordinate with internal teams, and ensure a best-in-class installation experience for North American EFI Inkjet customers.

Key responsibilities include leading the implementation team, managing relationships with customers, and driving timely installations while reporting on progress and issues. A Bachelor's degree and 5+ years in a related role are preferred.

Qualifications

• Bachelor's Degree preferred, with a minimum of 5 years' experience in a similar Sales, Customer Success, or Service Role.
• Experience managing a team is preferred.
• Demonstrated experience working directly with customers alongside internal teams.
• Excellent oral and written communication skills are essential.
• Knowledge in industrial printing and shipping logistics is a plus.

Responsibilities

• Build strong relationships with EFI customers to ensure onboarding success from day one.
• Collaborate cross-functionally with Sales, Service, Product Management, Production, Supply Chain, Logistics, and Customer Success.
• Understand customer contracts and align internal stakeholders to meet delivery and installation expectations.
• Document and report installation delays and noncompliance; perform root-cause analysis and trends.
• Provide project management leadership for the implementation team and mentor staff.
• Participate in forecasting and scheduling discussions for installations.
• Act as escalation point for installation issues throughout onboarding.
• Identify and address process gaps to ensure satisfaction with onboarding.

Skills

Customer success

Team management

Communication

Problem solving

Microsoft Office

Salesforce

SAP

Industrial printing

Education

Bachelor's degree

Tools

MS Office

Salesforce

SAP

Job description

All of us at EFI™ are relentlessly focused on the growth and success of the print business. That's why print providers worldwide turn to EFI to help build their brilliant future. Our worldwide team members are passionate about driving our customers' business growth with a scalable portfolio of products, solutions, services, support, and world-class partnerships for the manufacturing of signage, packaging, textiles, ceramic tiles, building materials, commercial print, and personalized documents with a wide range of printers, inks, digital front ends, and workflow solutions. Our unwavering commitment is to increase their profits, cut costs, improve productivity, and optimize efficiency - job after job, year after year. We're obsessed with our customers' success. And we believe we have the right people, technology, and experience to help businesses achieve their goals.

EFI is looking for a Customer Onboarding Manager to join our Inkjet Solutions Business Unit in our Londonderry, NH office on a hybrid basis. This position is responsible for the successful onboarding of customers to EFI and for the daily interface between EFI clients and EFI by providing oversight and guidance to the Implementation team. This involves the team's efforts related to post-sale implementation of all customers that purchased EFI equipment and the out-of-box customer success regarding the printer and accessory installation, training, and production readiness.

In this role, you will create a best-in-class installation experience for all North American EFI Inkjet customers.

What You Will Do

• A Customer Success Focus: Build strong relationships with EFI customers, ensuring they are set up for success from day one.
• Cross-functional Collaboration: Work closely with Sales, Service, Product Management, Production, Supply Chain, Logistics, and Customer Success to deliver a seamless onboarding experience.
• Understand customer sales contracts and become familiar with what was sold, along with any special considerations made. You will ensure that internal stakeholders are aligned to meet delivery and installation expectations.
• You will document and report on installation delays and any other noncompliance or non-completion situations. You will implement root-cause analysis and trending reports to communicate the success of the onboarding experience to internal teams.
• Provide project management leadership for the implementation team, as well as coach, mentor, and train the team to meet all customer installation demands.
• Participate in discussions regarding installation forecasting, installations scheduled for the upcoming week, as well as debrief on installations from the previous week.
• Act as an escalation point and responsible party for installation issues throughout the entire onboarding process
• Address process gaps to meet immediate and long-term needs to ensure customer satisfaction with the installation and onboarding experience.

This role may be a good fit if you have:

• Bachelor's Degree preferred, with a minimum of 5 years' experience in a similar Sales, Customer Success, or Service Role
• Experience managing a team is preferred
• Demonstrated experience in working directly with customers in tandem with internal teams.
• Ability to work independently and as a team member, in a fast-paced, multi-tasking environment with numerous deadlines, and successfully communicating with both internal and external customers
• Exceptional problem-solving abilities and attention to detail
• Proficient Windows and MS Office Suite (Word, Teams, and Excel reporting)
• Must have excellent oral and written communication skills
• Knowledge in the area of industrial printing and shipping logistics is a plus
• Experience with Salesforce and SAP is also a plus
• Experience in managing Capital equipment service and/or installations preferred

EFI is an "Affirmative Action/EEO/Protected Veteran/Disabled Employer".