Customer Onboarding Manager

About Our Client

The construction industry is key to addressing major challenges like housing, infrastructure, and climate change. Innovative solutions are needed, especially in how commercial construction companies procure materials. Founded in 2018, this fast-growing construction tech firm is positioned to lead this transformation. The industry represents $10 trillion globally, yet material procurement innovation has been stagnant for decades. To support customers in utilizing the platform effectively, the company is expanding its Customer Implementation team. Onboarding Managers are crucial in managing projects and ensuring customer success with the platform.

About the Role

Reporting to the Manager of Customer Onboarding, the **Customer Onboarding Manager** will drive product usage by delivering a comprehensive implementation experience through consultative workflow mapping, proactive project management, and engaging product training (both virtual and in-person).

This role will include

– Initiating the implementation process for new customers swiftly and with a high level of service, serving as their primary point of contact, including planning calls, product training sessions, and ongoing engagement as needed to ensure successful outcomes.

– Building strategic relationships with key contacts within each client organization and effectively communicating the platform’s value to all users.

– Conducting product training for new customers and following up to ensure adoption across various user personas, which may involve traveling to customer locations in Central and East time zones within the US (approximately 2-3 times/month).

– Facilitating platform adoption by adhering to established timelines and achieving key implementation milestones and usage metrics.

– Advising users on best practices to optimize their workflows on the platform.

– Proactively identifying potential risks of churn and addressing blockers to ensure customer success.

– Representing customer needs to the product team in a way that balances customer perspectives with the overarching product roadmap.

– Managing around 30 simultaneous implementation projects to guarantee all new customers receive a personalized, hands-on experience.

About You

Are you a consultative project manager who excels at meeting clients in person and providing valuable, hands-on product knowledge? This may be an excellent opportunity for you!

What you’ve accomplished

– 3+ years of experience in a customer onboarding and implementation role within a SaaS, software, or technology-focused environment, where success metrics are based on activation, time-to-value, and revenue retention; familiarity with the construction industry is a plus.

– Experience in delivering technical product training, both virtually and in person.

– Proven ability to manage travel and logistics autonomously.

– Strong problem-solving skills that can address customer challenges while overseeing a significant portfolio of accounts.

– Capacity to stay updated on evolving products and contribute to refining onboarding practices to promote adoption of the latest features.

– Excellent written and verbal communication skills for diverse technical and non-technical audiences.

What you care about

– **Customer Obsession:** You recognize that even small details can significantly impact the customer experience.

– **Passion:** You are deeply committed to the company’s success.

– **Impact:** You combine speed with attention to detail.

– **Innovation:** You strive to uncover the root causes of problems and develop effective solutions.

_This role is fully remote for US-based candidates in Central or East time zones and **requires regular travel**.

Working at the Company

**Salary:** The total compensation package, including base salary and on-target variable, ranges from $85,000 to $115,000 (base salary commensurate with experience)._

**Benefits:** This position is eligible for a new hire equity grant, and all US-based full-time employees are entitled to a comprehensive suite of perks and benefits.

**Location:** Team members work from home across North and South America. If travel or location-specific requirements apply to a position, these will be stated in the job description. Otherwise, team members are expected to work during business hours corresponding with their local time zone.