Figma - New York, NY
posted 4 months ago
As an Onboarding Manager at Figma, you will play a crucial role in ensuring the success of our largest customers by guiding them through a well-defined onboarding process. This position is designed for individuals who are passionate about customer success and have a knack for project management. You will collaborate closely with Customer Experience leadership to refine and enhance our end-to-end customer experience strategy. Your role will involve building and leveraging key relationships across various departments, including Sales, Marketing, and Product Support, to deliver an exceptional onboarding experience that meets the unique needs of each customer. In this position, you will take ownership of the onboarding process from pre-sales through to successful onboarding closeout. This includes partnering with Account Executives to ensure a seamless handoff experience for customers. You will be responsible for understanding customer goals and managing their onboarding timeline to ensure they derive value from our product as quickly as possible. Working alongside Solutions Architects, Design Advocates, and Product Support, you will execute the onboarding process effectively, ensuring that all customer needs are met. You will also be tasked with reporting on key metrics and gathering customer feedback to assess the impact of successful onboarding. This data will help you identify new initiatives and product opportunities that can enhance the customer experience. Additionally, you will develop content and enablement resources that customers can use for training and education, which will help accelerate product adoption. As a trusted advisor, you will consult on product and industry best practices, inspiring customers to explore new possibilities with our product.