Customer Onboarding Manager - (Implementation Project Manager) - Brazil

As a Customer Onboarding Manager, you will be responsible for driving the onboarding process, ensuring successful and timely outcomes for new clients. Your role is crucial in accelerating Time to Value and ensuring customer retention by helping clients fully integrate and realize the value of Insider’s platform.

You will collaborate closely with internal technical resources to empower and train customers on how to use Insider’s platform and its powerful features as efficiently as possible. Establishing strong, credible relationships with stakeholders at all levels of the client organization will be key to understanding their business and technical goals.

Role Expectations:

You will be expected to have a technical background, which could be gained through either academic education or relevant work experience. This includes the ability to read API documentation, knowledge of HTML, CSS, and XML, and the ability to understand basic data structures and data flows.

You will be prioritized if you have experience with short to medium-term projects and strong project management skills, as your role will heavily focus on managing multiple projects simultaneously.

Qualifications:

• Minimum of 3 years experience in SaaS project management and client onboarding.
• PM qualifications such as Agile, PMP, or Prince2 are a plus.
• Strong communication skills, both written and verbal, with business fluency in English.
• Time and task management skills are essential.
• Proven ability to communicate effectively with both internal and external stakeholders.
• Demonstrated success in delivering projects in a timely and efficient manner.
• Knowledge of Google Tag Manager, Google Product Feed, and Google Analytics is an advantage.
• Understanding of webhooks and API.
• Exposure to and understanding of AI-driven product recommendation tools and algorithms is a plus.
• Experience with other CRM, ERP, or Marketing Automation platforms is an advantage.

Responsibilities:

• Project management of customer onboardings to ensure successful outcomes, accelerating Time to Value and driving customer growth and retention.
• Collaborate with internal technical teams to train customers on using Insider’s platform and features effectively.
• Build credible relationships with stakeholders at all levels, from senior management to end users, to understand their business and technical goals.
• Drive early adoption by setting KPIs and success metrics, ensuring full ROI for clients.
• Advocate for customer business use cases with the product development team.
• Ensure smooth transition to the Customer Success Manager team by documenting client stakeholder roles and hierarchy.
• Continuously enhance the onboarding experience by improving processes and training materials.
• Where needed, tailor 1:1 onsite and remote onboarding sessions to exceed client expectations.
• Establish trust and confidence in Insider's platform, ensuring successful early adoption.
• Coordinate effectively with client agencies and third parties to achieve desired outcomes.
• Ensure the highest quality in deliverables, maintaining client satisfaction and facilitating a seamless post-onboarding transition to the Customer Success & Support teams.
• Collaborate with the development team to ensure custom development meets client expectations and standards.
• Own the project, taking responsibility for successful implementation while working closely with both internal and external stakeholders.
• Facilitate exceptional user-enablement training and workshops to empower clients.