Job
Description
**Role Overview:** As an Onboarding Account Manager at Pando, you will be responsible for leading the onboarding process for transformational supply chain projects. You will act as a key liaison between clients and internal teams, engaging with supply chain executives to understand client-specific objectives, map challenges to tailored solutions, and ensure a smooth transition from kick-off to go-live. Your deep understanding of Pandos platform capabilities will enable you to effectively manage the technical implementation, drive rapid product adoption, and monitor onboarding success metrics such as time-to-go-live and customer satisfaction. Additionally, you will play a critical role in identifying potential issues early, managing change, and handling escalations. Your collaboration with internal teams and SI/consulting partners will ensure seamless collaboration and a smooth handoff to customer success, while fostering client relationships to support growth and advocacy. **Key Responsibilities:** - **Expertise and Engagement:** - Function as the business and industry expert for transformational projects/programs aligned to a single solution. - Engage with supply chain executives and teams to understand company-specific objectives. - Map customer challenges to specific end-to-end solution enablers and design Solution recommendations to address these challenges. - **Business Impact:** - Clearly articulate and present the business impact of recommended solutions, developing a deployment roadmap and establishing baselines to demonstrate qualitative and quantitative value. - Track onboarding-related metrics, such as time-to-go-live, customer satisfaction, & expansion during onboarding. - **Technical Understanding and Implementation:** - Understand Pandos platform capabilities, including integration and architecture, for technical design. - Orchestrate the SaaS delivery process, owning the end-to-end implementation from kick-off to go live to ensure rapid adoption and value realization. - Kickoff projects and serve as the liaison for a smooth go live. - **Change Management and Leadership:** - Help identify change management efforts needed for global or regional program implementations. - Lead and manage the entire delivery process, working alongside SI/consulting partners in the deployment of Pandos solution. - Handle client escalations as they arise with support from the wider team. - Identify potential issues early on during implementation and address them before they escalate. - **Customer Relationship and Growth:** - Build deep relationships and drive product adoption, helping clients follow data-driven approaches and measures KPIs to achieve value realization. - Inspire customer growth and advocacy, collaborating with Account Management and Customer Success teams to discover growth opportunities and drive net expansion. - **Collaboration and Feedback:** - Collaborate effectively with internal stakeholders to ensure smooth transitions between engagement stages. - Share feedback with Product Management to identify areas for solution development opportunities. - Ensure a smooth handoff from onboarding to customer success. **Qualifications Required:** - Over 4 years of experience in Enterprise SaaS products. - Proven expertise in IT implementation for enterprise clients, with a focus on USA and European markets. - Proficient in project management fundamentals, including planning, tracking, stakeholder management, risk mitigation, and scope management. - Hands-on experience in successfully delivering multiple projects. - Highly adaptable to new processes and organizational changes. - Skilled in executing playbooks and challenging the status quo to drive improvements. - Experienced in mentoring and guiding teams to achieve success. - Strong client management abilities with excellent interpersonal, presentation, and communication skills. - Advanced analytical skills paired with creative problem-solving capabilities. **Additional Company Details:** Pando (www.pando.ai) is leading the global disruption of supply chain software with our AI-powered, no-code, & unified platform empowering Autonomous Supply Chain. Recognized by Gartner in the 2024 International and Asia/Pacific context of the Magic Quadrant for Transportation Management Systems (TMS), we are dedicated to revolutionizing the industry and driving innovation in supply chain management.,
