Implementation & Onboarding Manager - SaaS

- Be result-oriented and data-driven to actively track usage of the platform and drive ROI for customers. Analyze and showcase customer data to improve the user experience.

- Prepare videos, emails and phone calls to ensure that customers are supported during the onboarding and implementation process

- Understand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding process.

- Work closely with customers and their tech teams to fully integrate Rocketlane into their tech stack.

- Train customers in software platform basics and provide progressive guidance throughout the implementation and go-live process.

- Track and hit key implementation milestones and reduce roadblocks throughout the process

- Improving product or service adoption by educating users about the product best practices

- Ensure faster, smoother customer adoption and use of the Rocketlane platform and effectively showcase the ROI and time-to-value to the customers

- Flexible to work in the US timings.

What skills and experience do I need?

- 5+ years experience in a customer-facing role at a SaaS company

- Strong organisational and analytical skills along with attention to detail

- Critical thinking and proven complex problem solving skills required along with comfort to learn new technologies

- Customer first mentality and enthusiasm to build customer loyalty

- Excellent written and verbal communication skills

- Ability to listen and empathise with customers

- Demonstration of good product and consumer thinking during his/her career

- Background in computing, telecom, mobile or digital media would be a plus.