Director - Customer Onboarding - Internet/Online

The job and its impact :

- Be the first point of contact for new customers. A friendly, welcoming face that helps customers get through the first steps of using and on-boarding an enterprise B2B SaaS product. Imagine unboxing a new product and try to recreate the same level of excitement in the customer.

- Manage delivery efforts internally. Work with internal teams to coordinate the implementation & its variables. Make the customer and the leadership team feel abreast of the situation at all times.

- Conduct regular status calls with the client and also with internal teams to keep the client onboarding on track. To identify & resolve issues, actions and mitigate project risks..

- Own and manage customer relationships from the point of sale through successful implementation

- Teamwork (Collaboration) and Inclusion: Leverages capabilities of others within and across boundaries to ensure the success of each implementation.

- Manage multiple client implementations at a time. Manage it like a project. Keep chasing the client for any outstanding deliverables from their side.

- Quality control of the planning process, ensuring methodology is agreed and the project is set up for success with baseline schedule, scope, revenue and cost.

- Project success is measured by on-time delivery, delivering expected revenue, and providing a positive customer experience. When issues arise that may impact project success, you are able and willing to take corrective action. This includes working outside of your primary job role when required, in coordination with the team

- Foster relationships with customers and partners to promote and preserve exceptional customer experience, promoting retention and customer growth. Provide thought leadership and industry knowledge to maximize the benefits our customers can achieve

What essential skills you need ?

- We would love it if you have 6-10 years of experience in product & project management with software projects preferably with implementation.

- You have strong technical aptitude, strong problem solving, and analytical skills. Should be able to learn our product quickly.

- Make progress all the time. Make it your habit to always take one step to reach your goals, for managing multiple concurrent customer engagements and implementation projects.

- Exceptional communicator and collaborator - with effective advocacy and negotiation skills; Demonstrated ability to consult with customers effectively, influence outcomes, and manage client expectations.

- Ability to quickly build rapport, and build and maintain trusted relationships with customers, partners and colleagues.

- Exceptional verbal and written communication skills required. Experience working with multi-function project teams with at least 30-40 team members including Developers, Business Analysts, Architects and QA Personnel

- High emotional intelligence: Self-aware and attuned to their team's needs.

- End to End Document Management like Brd, Frd, Sow and Relevant Client Deliverable Content like Release Notes/user Manual.

- Ability to learn complex concepts and subjects under a variety of conditions, including formal and informal training; on-the-job coaching and mentoring; technical documentation; team collaboration; trial and error

- Experience with e-commerce, retail, analytics, advertising, or media would be an advantage.