WebEngage - Senior Manager - Customer Onboarding

About the role:

WebEngage prides itself on delivering efficient, effective solutions across a wide range of industries. The key to our success is largely dependent on the stellar ability of our Onboarding team. We're currently searching for an experienced project manager to join our ranks and continue our tradition of success. The ideal candidate will have a sharp business mind and a proven ability to strategize and implement high-level project initiatives. As a natural-born leader, you will have a strong talent for project coordination and delegation.

Ultimately, you are motivated by the desire to provide effective product training, meet project deadlines, and provide a delightful onboarding experience from inception to completion.A strategic position that allows you to be the main point of contact for Small, Mid-Market & Enterprise clients overseeing all processes during the onboarding and implementation phase to ensure a smooth onboarding and maximize the ongoing relationship.

As a Senior Customer Onboarding Manager for Enterprise clients, it will be your reasonability to gather the requirements from some pretty senior-level executives to which then you will implement this fantastic product into some of the largest businesses out there. This involves mapping out customer processes, configuring the software, and working both with customer stakeholders and the internal team.

Essential Functions and Responsibilities:

- A client-facing, consultative approach to business with the main goal of benefitting both parties.

- Responsible for managing the product implementation and integration.

- Managing a team of technical architects & project managers to ensure the onboarding of new accounts is completed and the tool is fully integrated.

- Initiating conversations with customers around project progress and billing starts.

- Working with clients, running workshops, and project meetings.

- Ensuring that the product is delivered to agreed scope and timelines, with customer satisfaction on the quality of work.

- Generate custom reports (e.g., project status, budget, metrics, and resource allocation), and create standard and customized dashboards to produce key insights for executives and leadership reporting and decision-making.

- Planning and forecasting resource requirements based on future demands.

- Implementing methodologies and best practices to continue to develop and scale the delivery of the product.

- Developing and executing strategies for leveraging data and running projects with customers to help improve their processes and use data to help drive product development

- Training relevant stakeholders from the client's team to ensure they understand and are able to use the product to see the value and determine ROI from our product.

- Oversee multiple projects and ensure onboarding timelines are met.

- Actively lead conversations regarding use cases and capabilities, and solicit user feedback and suggestions along with assisting challenging client requests or issue escalations.

- Clarify & design expectations, develop functional requirements, build project templates, and understand workflow needs in order to design, configure, and successfully deliver the platform.

- Promote integration with existing tools and reporting to streamline processes and accelerate project/reporting delivery.

- Provide a high level of customer service to executive leadership and key stakeholders by

providing metric data related to business objectives while continually improving reporting
models to achieve strategic decisions

- Gather and analyze historical data to inform and suggest updates to existing templates/objects.

- Continuously assess the system and business direction changes for impacts on existing designs, and develop new capabilities to support business objectives.

- Participate in education opportunities, and be familiar with product releases, and enhancements to grow and maintain product knowledge and expertise.

- You will partner closely with the Sales Managers, Customer Success Manager, Support Executives, and Implementation Team to ensure our customers realize the maximum value from their investment.

Knowledge, Skills, and Abilities:

- Master's degree in business administration or related field.

- Bachelor's degree in Computer Applications/IT or an equivalent combination.

- An overall minimum experience of 5 years in the SAAS industry with Project Management/Customer

Onboarding or Business Analyst experience (preference given to those with experience in the B2B SAAS Industry) and has handled enterprise-level clients.

- Working knowledge of digital marketing, marketing automation, SAAS implementation, and campaign management.

- Knowledge of which flavour of Agile to use and when to use it.

- Experience managing projects with multiple stakeholders, running meetings/conference calls and smaller workshops with Mid-Market or Enterprise Clients.

- Strong working knowledge of CRM/CDP management systems.

- A basic conceptual understanding of data flow through API, Webhooks, SDK, and GTM will be advantageous.