Senior Customer Onboarding Manager I

A Senior Customer Onboarding Manager I at Braze is responsible for overseeing the onboarding process for new clients. This includes understanding the client’s unique business requirements, managing project delivery, facilitating training sessions, and promoting the effective use of Braze’s platform to achieve fast time-to-value.

To qualify for the Senior Customer Onboarding Manager I role at Braze, candidates should have at least 2 years of experience managing complex implementation projects in a SaaS environment, along with strong project management skills, good communication abilities, and technical knowledge in areas like APIs or mobile marketing.

Braze’s company culture is recognized as a Great Place to Work, emphasizing collaboration, transparency, and a vibrant supportive environment. As a Senior Customer Onboarding Manager I, you'll thrive in a culture that values passion, curiosity, and teamwork, providing ample opportunities to engage with colleagues and contribute meaningfully.

At Braze, customer success is paramount. The Senior Customer Onboarding Manager I plays a crucial role by driving early adoption of the platform, setting KPIs, and establishing relationships with key client stakeholders to ensure smooth transitions and ongoing support from the Customer Success team.

Braze offers robust professional development opportunities, including formal career pathing, learning platforms, and tuition reimbursement for continuous learning. This makes the Senior Customer Onboarding Manager I position not just a job, but a potential career advancement opportunity.

The onboarding process is essential for Braze clients because it sets the foundation for their long-term success with the platform. As a Senior Customer Onboarding Manager I, you will ensure clients understand how to leverage the Braze platform effectively, maximizing their return on investment.

Yes, a Senior Customer Onboarding Manager I at Braze should have technical domain knowledge in areas such as SaaS, APIs, mobile applications, and marketing automation. Familiarity with Agile methodologies can also be advantageous.

In your response, focus on specific projects you've managed, the challenges you faced, and how you successfully delivered value to clients during the onboarding phase. Highlighting your methodologies and teamwork will showcase your fit for the role.

Discuss a time when you successfully navigated conflict by understanding each stakeholder's perspective and finding common ground. Emphasize your strong communication and negotiation skills that helped ensure a positive outcome for everyone involved.

You can explain your approach of conducting thorough stakeholder interviews and leveraging existing documentation. Mentioning how you set priorities based on their goals and aligning the onboarding process accordingly will demonstrate your effectiveness.

Describe how you would set and track KPIs related to user engagement, satisfaction, and overall time-to-value for the client. Being able to discuss qualitative and quantitative metrics will show your analytical side.

Share how you gather customer feedback and translate that into actionable insights for the product development team. Mention the importance of building relationships with both clients and internal teams to ensure advocacy is effective.

Detail a specific instance where you identified bottlenecks in the onboarding process, developed solutions, and implemented changes that enhanced the overall experience. Highlighting measurable results will strengthen your case.

Talk about how you tailor your communication to suit your audience’s technical ability. Providing examples of engaging techniques you use to maintain participants' interest will illustrate your training effectiveness.

Explain your project management strategies, tools, and methodologies you utilize to keep all tasks tracked and prioritized. This will show your capability to juggle multiple responsibilities without compromising quality.

Discuss recent trends you’ve noticed in customer onboarding challenges, such as integration with existing systems or user adoption hurdles, and how you would address them through innovative solutions.

Share your alignment with Braze's mission and values. Discuss how the company's emphasis on customer experience resonates with you and express your excitement about contributing to a recognized Great Place to Work.