Customer Onboarding Manager

Job Description

We are seeking a Customer Onboarding Manager to join our Technology Organization. As a part of the Delivery Management team, you will work with our Enterprise customers to plan and configure our products in alignment with their requirements. In partnership with a Delivery Architect, you are responsible for getting a customer onboarded quickly and effectively. You ll need project management skills, a technology-forward mindset, and a solution-oriented mind to be effective in this role. What you ll do Guide our Enterprise customers through the onboarding process to ASAPP s products Plan and manage the delivery of all work, including evaluating and mitigating risks, planning milestones, testing timeframes and acceptance Document & refine product requirements for clear communication internally and externally Configure ASAPP s products, in partnership with our Delivery Architecture & Engineering teams Work as a part of multiple customer project teams, collaborating with Delivery Architects and Engineers, to execute scoped work Act as a subject matter expert on ASAPP s Products, both internally and externally Collaborate with our Go to Market, Product, Engineering & Research teams to meet our Customer s goals What you ll need At least 5 years of relevant experience, with at least 3 total of project management, implementation, or customer success experience Experience with cloud-based software implementation processes Ability to deal with the complex interpersonal dynamics and work with a wide range of our customers stakeholders, from day-to-day project managers all the way up to their executives and C-suite Strong outcome and value orientation Self-starter mentality (you find problems and fix them) Adaptive and introspective; open to giving and receiving frequent feedback Excellent presentation skills for exhibiting both business-oriented solutions as well as advanced technical concepts Experience with technical process creation, documentation, and improvement What we d like to see Advanced cloud technology experience (AWS, Docker/Kubernetes, Cloud Formation, Terraform, EC2, IAM, S3, etc.) Experience in contact center and/or customer experience industry Experience working directly with technical partners across all integration points Experience in any major programming language (Golang, Python, C++, Java, etc) Experience in multi-developer/engineer environments using Git, Jira, and CI/CD pipelines Experience with Machine Learning, Natural Language Processing, LLMs