Manager of CSM - Québec, QC, Canada - Insider

Insider Québec, QC, Canada

2 weeks ago

Description

We are connecting data across channels, predicting future behavior with AI, and individualizing experiences from a single platform with the fastest time to value.

We are backed by top-notch investors including Sequoia Capital, QIA, Riverwood, Endeavor Catalyst and trusted by 1000+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Singapore Airlines, Virgin, Nestle, Nissan, Samsung, Lenovo, Puma, MediaMarkt, IKEA, Allianz, Santander, Dominos, Avon, CNN, and the list goes on.

We are recognized as a leader in The Forrester Wave for Cross-Channel Campaign Management in Q3, 2021.

For 21 quarters in a row, we've been ranked as a leader in G2 Mobile Marketing, Personalization, Customer Data Platform, and Customer Journey Analytics Grids.

We are also proud to become one of the very few female-led B2B SaaS unicorns in the world.

Behind all these achievements, there is an exceptionally talented and passionate team across 28 countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact.

The Customer Onboarding Manager is responsible fortransitioning our clients from the sales process through onboarding and implementation of their new platform, while reinforcing the Insider vision of true 1-to-1 personalisation driven by the client's data.

Responsible for understanding client's business requirements and use-cases, managing project delivery, and ensuring accelerated time-to-value realisation from their investment in Insider.

Using a combination of hands-on approach with strong project management principles and technical knowledge, the Customer Onboarding Manager will be responsible for providingtechnical guidance to the client.

Supporting clients through setup while having a full understanding of the client's application environment and data in order to provide optimal solution design recommendations for integration in a timely and impactful manner.

Minimum 3 years experience in SaaS project management and client onboarding
PM qualifications (Agile, PMP, Prince2) is a plus
business fluency in English
Strong time and task management skills are a must
Delivering projects in a timely and qualified manner
Experience with other CRM, ERP / Marketing Automation platforms as an advantage
Project manage customer onboardings to successful outcomes, accelerating Time to Value, growing and retaining customers.

Collaborate with internal technical resources to empower and train customers to use Insider's platform and powerful features as efficiently as possible.

Establish credible relationships with all levels of the customer organization, from senior managers to end users of Insider, to understand their business and technical goals for using Insider.

Help drive early adoption, setting KPIs and success metrics for ROI.

Ensure successful transitions to the Customer Success Manager team after onboarding by understanding and documenting client stakeholder roles and hierarchy.

Enhance customer experience during onboarding by designing and continually improving processes and materials.
Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations.
Help drive early adoption, setting KPIs and success metrics for full ROI attainment
Ensure highest deliverable quality and client satisfaction to streamline the post-onboarding transition to the Customer Success & Support teams
Understand and document client stakeholder roles within an account to ensure smooth & successful transition to the Customer Success Manager team after onboarding
Own project and assume responsibility for successful project implementation while working closely with internal and external stakeholders
Facilitate exceptional user-enablement training and workshops

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

Please follow Insider on LinkedIn , Instagram , Youtube, and Medium
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