Customer Onboarding Manager

Who you are

• Minimum 3 years experience in SaaS project management and client onboarding
• Project Management qualifications (Agile, PMP, Prince2) are a plus
• Strong written and verbal communication skills (English & French)
• Strong time and task management skills are a must
• Strong at Communication with Internal & External Stakeholders
• Delivering projects in a timely and qualified manner
• Understanding of Google Tag Manager, Google Product Feed, and Google Analytics is an advantage
• Exposure to and understanding of AI-driven product recommendation tools and algorithms is an advantage
• Experience with other CRM, ERP / Marketing Automation platforms as an advantage

What the job involves

• Own customer onboarding projects end-to-end, ensuring successful implementation, faster Time to Value, customer growth, and retention
• Build trusted relationships with stakeholders at all levels to understand their business and technical goals and ensure alignment throughout onboarding
• Collaborate with internal technical teams, development teams, agencies, and third parties to deliver high-quality implementations that meet client expectations
• Drive early adoption by defining KPIs, success metrics, and use cases that support full ROI attainment
• Deliver tailored onboarding sessions, user-enablement training, and workshops, both remotely and onsite, based on client needs
• Advocate customer needs and business use cases to the Product team to help shape product development
• Establish client trust and confidence in Insider’s platform while continuously improving the onboarding experience, processes, and materials
• Understand and document client stakeholder roles and account structure to ensure a smooth transition to the Customer Success & Support teams
• Take full ownership of project outcomes, coordinating internal and external stakeholders to ensure client satisfaction and successful delivery