Principal Customer Onboarding Manager

About the role

As Principal Customer Onboarding Manager, you'll serve as the primary contact for our partner's major enterprise customers, orchestrating successful implementations and product adoption. This role combines deep technical expertise with the ability to build meaningful relationships with C-Suite stakeholders, guiding customers through complex global rollouts.

Your day-to-day activities will include:

• Leading pre-sales activities and developing comprehensive project and product scopes to support the sales process and implementations
• Coordinating with the Sales team on Statements of Work and RFP responses
• Taking initiative in solution and success criteria discovery, transforming customer challenges and business goals into a feasible Customer Results Strategy with clear ROI
• Manage complex global rollouts, using project documentation to manage delivery timelines
• Work with multiple stakeholders, ensuring time to value delivery and customer accountability
• Act as a reliable consultant for customers while coordinating internal resources to provide help as needed
• Develop communication systems, change management, and training approaches that scale well in large businesses
• Utilize product knowledge and industry expertise to solve complex customer demands and identify innovative use cases for adoption to further customer success
• Identify growth opportunities to improve and broaden the company’s business impact

What you'll bring:

• In-depth understanding of the customer lifecycle and its impact on business growth
• At least 8 years of experience within SaaS and enterprise-level implementation software
• Adept in change management practices and project management methodologies
• Strong analysis skills; able to translate customer metrics into information-based decisions
• Exceptional communication and presentation skills; able to convey complex ideas effectively
• Good interpersonal skills and stakeholder management for maintaining C-suite connections
• Highly developed time and priority management capabilities
• Attentiveness and deep understanding of customer and stakeholder needs and concerns
• Creative approach when addressing challenges with innovative, appropriate solutions