Onboarding Manager

Job Description

Own and manage the needs of a customer from sales handover to go live Gain a deep understanding of the customers business, goals, and specific needs throughout the onboarding process and set them up for success on Kenkos platform Develop customised onboarding plans for each customer, outlining the steps and milestones required to achieve their objectives with Kenko Provide product training to customers to ensure they understand how to use Kenkos platform, apps and websites effectively Assist with data migration if the customer is transitioning from another system. This involves ensuring that data is transferred accurately and securely. Understand the customer data in depth and own the successful migration of the same to Kenko Own, contribute to and drive onboarding and migration automation efforts in order to continuously improve the customer s onboarding timelines and experience Display ownership and responsibility to stick to the go live date committed to the customer. Continuously monitor the customers progress during the onboarding process, ensuring that they are on track to meet their goals Develop and maintain an in-depth understanding of Kenkos offerings, including its features, functionality, and capabilities Act as a liaison between customers and the Product team to gather feedback and feature requests, managing communication of the request through to completion and communicating product changes to the customer. Relay customer insights to improve the product Maintain open and clear communication with the customer, providing regular updates, addressing questions, and keeping them informed about the onboarding process Maintain and update onboarding data on internal tools and trackers. Use data and analytics tools to track and report on the effectiveness of the onboarding process, making data-driven improvements as necessary. Collaborate with Sales, Customer Success, and Support teams to ensure a seamless transition from the sales process to onboarding and ongoing customer support. Handhold customer once the onboarding is completed to make sure the customer is not facing any issues post-implementation Maintain and update onboarding documentation, tutorials, and knowledge bases to assist customers in their self-service journey Continuously contribute towards adapting and improving the onboarding process based on customer feedback, industry trends, and product updates to ensure it remains effective and seamless Identify satisfied customers who can serve as references or advocates for the product. Collect G2 / Capterra reviews from customers post successful implementation Requirements Fresher or with 1+ years SaaS experience, preferably in implementation or customer onboarding. Excellent communication skills - both oral and written Data-driven mindset and excellent analytical skills Demonstrated Data / Analytics experience. Intermediary or advanced excel skills is a must Experience in data migration and / or understanding and working with large data sets Being technically adept, and the ability to pick up and learn new products, tools, and technology Good interpersonal skills and ability to collaborate with various cross-functional teams to solve business and tech problems. Ability to act in a responsive and sensitive manner to all customer inquiries Great phone, chat, and email etiquette Willing and available to work in US time zone Proactive and zeal to push deals out from the onboarding stage Team player to collaborate with the Sales and CSM team