Onboarding & Customer Success Lead - Inkjet Solutions

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

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.