Enterprise Customer Onboarding Manager

Job Description Role:Enterprise Customer Onboarding Manager Company:Totango, Inc. Location:U.S. Pacific, U.S. Central Are you a high-energy implementation guru? We're recruiting for an Enterprise Customer Onboarding Manager, reporting into our Senior Director of Product Experts Group. We are looking for someone who will work to ensure our customers get only the best onboarding and enablement experience. Onboarding is a very important part of the customer journey and the Enterprise Onboarding Manager is responsible for driving the customers' future successes. This is more than a project management role, it requires running very detailed customer discovery sessions and Customer Success program design. Onboarding Managers work cross-functionally to ensure customers' are able to realize value quickly. We are looking for someone with experience in Customer Success and with web-based technologies that can learn and adapt quickly to our growing Enterprise client needs. Someone who is high energy, passionate about solving customer needs, has good communication, and the ability to learn and create unique solutions for our customers is what we need. What you'll do:Advise and educate Large Enterprise customers on Totango's Customer Success best practices and align business use cases to configuration and data needs. Conduct deep-dive, detailed discovery meetings to translate customer needs to our product offerings including but not limited to data migrations, configuring custom applications, supporting user testing. Identify potential issues throughout the process with each Onboarding project and work with Sales, Product, Engineering and Customer Success to take timely and effective action to resolve them. Act as Project Manager for assigned Onboarding projects from Kick-Off to Go Live. Be accountable for project timelines and deliverables, as well as reporting on project status for all levels of stakeholder (internal and external), ensuring on time delivery. Work as the SaaS Implementation subject matter expert (SME) and liaison to the client to oversee entire onboarding project from point of sale through integration, optimization, and all end to end deliverables. Work with Customer Success Engineers to ensure data is properly modeled and integrated to meet configuration requirements Confidently train and educate customers' Admin teams on configuration and assist in customers' Totango user training and roll-out planning via video conference. Present and drive a consultative approach to Onboarding that is both empathic to customers' pain points and objectives and educates on best practices. Manage multiple projects and daily tasks in an organized manner and with on-time delivery for multi-tiered clients with varying project What you should bring to the role:Expertise in SaaS Implementation demonstrated showing companies how to make the most out of our solutions, so that they can help their company enhance their customer success practices. The scope of these projects may include data migrations, configuring custom applications, supporting user testing and overseeing an entire project from point of sale throughout the entire onboarding process. In depth knowledge of Onboarding practices demonstrated by helping new users set up and use Totango's platform and realize its benefits. Experience with web-based technologies, Saas, and Product Led Growth (PLG) platforms. Minimize Friction Throughout Implementation Front-Load Our Product's Value Keep Onboarding Simple Maintain and Foster Open Communication Offer Personalized Onboarding Flows Familiarity with Customer Success best practices and methodology Experience in dealing with Enterprise clients 3years relevant experience in customer success, professional services, implementation, and/or project/program management Saas Experience (Totango experience a plus) About us:Totango is the leader in the Customer Success software and services space. Our platform is used by some of the biggest enterprise and hottest SaaS companies to understand and influence their own customer engagement, to manage customer success, as well as to monitor and predict customer health. We are passionate about building technology that helps companies make their customers happy, reduces churn, and optimize revenue growth. We offer competitive salaries, great benefits, and you'd be joining an awesome, collaborative, open culture. If you know you're the right candidate, we would love to hear from you! #LI-Remote Powered by JazzHR NX0nAaBfWpSalary Range:$80K -- $100KMinimum QualificationOrganization Development & TrainingEstimated Salary: $20 to $28 per hour based on qualifications.