Swooped · 15 hours ago

Customer Onboarding Manager

United States

Full-time

Remote

Mid Level

$85K/yr - $115K/yr

3+ years exp

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Responsibilities

Initiating the implementation process for new customers swiftly and with a high level of service, serving as their primary point of contact, including planning calls, product training sessions, and ongoing engagement as needed to ensure successful outcomes.

Building strategic relationships with key contacts within each client organization and effectively communicating the platform’s value to all users.

Conducting product training for new customers and following up to ensure adoption across various user personas, which may involve traveling to customer locations in Central and East time zones within the US (approximately 2-3 times/month).

Facilitating platform adoption by adhering to established timelines and achieving key implementation milestones and usage metrics.

Advising users on best practices to optimize their workflows on the platform.

Proactively identifying potential risks of churn and addressing blockers to ensure customer success.

Representing customer needs to the product team in a way that balances customer perspectives with the overarching product roadmap.

Managing around 30 simultaneous implementation projects to guarantee all new customers receive a personalized, hands-on experience.

Qualification

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Customer onboardingTechnical product trainingProject managementSaaS experienceCustomer successConstruction industry familiarityWorkflow optimization

Required

3+ years of experience in a customer onboarding and implementation role within a SaaS, software, or technology-focused environment, where success metrics are based on activation, time-to-value, and revenue retention; familiarity with the construction industry is a plus.

Experience in delivering technical product training, both virtually and in person.

Proven ability to manage travel and logistics autonomously.

Strong problem-solving skills that can address customer challenges while overseeing a significant portfolio of accounts.

Capacity to stay updated on evolving products and contribute to refining onboarding practices to promote adoption of the latest features.

Excellent written and verbal communication skills for diverse technical and non-technical audiences.