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SafetyCulture · 2 days ago

Customer Onboarding Manager (IoT Hardware Specialist)

Kansas City, MO

Full-time

Hybrid

Mid Level

3+ years exp

SafetyCulture is a global tech company focused on improving the lives of workers through innovative tools. The Customer Onboarding Manager will lead the implementation and support of IoT hardware and software solutions, ensuring customer satisfaction and success while managing installation projects and fostering strong customer relationships.

AppsPublic SafetySaaSSoftware

Responsibilities

Manage installation projects for sensors and telematics solutions or managed customers, ensuring smooth deployments, on-time deliveries, and customer satisfaction

Set best practices for sensor & telematics onboardings to ensure long-term success for the wider team

Support EMEA and AMER managed customers utilising sensor or telematics products, ensuring they are receiving the maximum value from our solution. Guiding them with best practices, identifying key goals and ensuring they are reached to provide ROI

Act as an advocate for all SC Connect customers in EMEA and AMER when technical issues occur and a liaison between customers and product when needed

Act as a voice of the customer to highlight trends and challenges relating to sensors and telematics customers, informing product roadmap

Continuously monitor activation status and usage patterns for the region, identifying trends for at-risk customers and implementing strategies to reduce churn and increase retention

Leverage customer interactions to identify expansion opportunities like referrals or upselling, looping in the regional IoT sales specialist. Use internal tools like Gong to analyze customer conversations for key terms or use cases that can help account teams identify growth opportunities

Ensuring internal processes are built to support CSM/COM partners and create new processes for success on the SC Connect side to support growth on the team. Collaborate closely with Product, Solution Specialists, Onboarding, Customer Success, and other internal teams to drive focus and effort into the customer experience

Act as a SC Connect representative at trade shows, roundtables, and customer events, engaging with industry peers, potential customers, and partners to promote the company’s sensor and asset management solutions (quarterly frequency)

Provide in-person support on occasion for key customer visits, ensuring successful ongoing utilisation of the solution along with facilitating discussions on product features and customer needs

This role requires up to 25% travel across EMEA and AMER

Collaborate with our partnerships teams to manage Sensor and IoT partnerships across EMEA and AMER to help drive future business growth

Work with our GTM Enablement team to develop content, allowing for CS teams to lead customer conversations surrounding IoT, Telematics and Sensors

Qualification

IoT hardware implementationSaaS experienceData analysisCustomer trainingProject managementCustomer advocacyCommunication skillsInterpersonal skillsAdaptabilityGrowth mindsetCollaboration

Required

+ 3 years experience leading the end-to-end implementation and troubleshooting of IoT hardware and software in SaaS or enterprise software environments

+ Strong communication, presentation, and interpersonal skills, with experience training groups and facilitating conversations with senior executives

+ Proactive, detail-oriented, and adaptable, with the ability to thrive in a fast-paced, collaborative environment

+ A growth mindset, continuously seeking opportunities to improve processes, learn, and innovate

+ A background in leveraging data through a variety of tools to inform and execute strategies that encourage product adoption

+ Ability to actively listen, understand customer pain points and take action

+ Flexible to support global coverage, including occasional off-hours meetings to collaborate with EMEA and APAC stakeholders