Customer Success Onboarding Manager

Unclassified - Boston, MA

Full-time - Mid Level

Boston, MA

501-1,000 employees

About the position

The Customer Success Onboarding Manager at SAP LeanIX plays a crucial role in ensuring a seamless onboarding experience for new accounts. This position involves coordinating with various departments, managing resources, and communicating project status to stakeholders, ultimately aiming to enhance customer satisfaction and success during the onboarding process.

Responsibilities

• Serve as the primary contact during the initial onboarding of accounts.
• Communicate timelines and expectations with customers to ensure an optimal experience.
• Assist in developing new processes to create a smooth onboarding experience.
• Manage customer expectations, scope, and resources needed for successful delivery.
• Coordinate technical and non-technical resources across the organization to fulfill project requirements.
• Develop and communicate project status, risks, and issues to stakeholders at all levels.
• Manage customer escalations and issues, coordinating with customers and internal stakeholders.
• Ensure reliable and repeatable delivery processes, metrics, and operational procedures.
• Act as a liaison between the sales and customer success teams.
• Develop foundational knowledge of SAP LeanIX products and stay updated with key releases.
• Translate customer feedback into product requirements.

Requirements

• 2-5 years of experience in an internationally operating consulting company (B2B) for IT Management projects with direct customer interaction in IT organizations.
• Exceptional written and communication abilities.
• Proven track record of managing multiple concurrent projects with varying complexity levels.
• Excellent problem-solving skills.
• Self-starter with experience navigating complex customer environments.
• Understanding of IT organizations, development of IT applications, and IT operations for enterprise companies.
• Experience in project management and project methods is a plus.
• 1 year working knowledge with Gainsight (or similar).
• Bachelor's degree, with strong computer science fundamentals preferred.
• PMP certification is a plus.

Nice-to-haves

• Experience with Gainsight or similar tools.

Benefits

• Hybrid work mode allowing remote and office work.
• Transparent communication and personal development opportunities.
• Diverse workforce and innovation-driven environment.