45 applicants

Company

Fivetran · 2 days ago

Senior Customer Onboarding Manager

Remote, Any, United States, AMER

Full-time

Remote

Senior Level

$142K/yr - $177K/yr

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Responsibilities

Execute a prescribed onboarding program for each new customer.

Provide best practices sessions in partnership with technical resources, ensuring customers have the support needed to reach success criteria within the onboarding period.

Manage escalations efficiently, collaborating with the Account Owner, Support, Engineering, and Product teams when necessary to resolve issues promptly.

Leverage implementation plans and technical deep dive decks to guide customers through the onboarding process, coordinating both internal and external stakeholders as needed.

Own the creation, tracking, and updating of project documentation, such as Mutual Action Plans (MAPs)/Implementation plans and presentations, to provide a clear roadmap for onboarding and ongoing customer engagement.

Track, manage, and update FX Opportunities to generate quantifiable metrics demonstrating successful implementations and onboarding progress.

Complete the onboarding process by following a structured offboarding wrap-up at the end of the onboarding period.

Establish close communication with Account Owners (AEs/CSMs), ensuring any escalations at the account level are addressed.

Identify upsell opportunities for licenses and services, engaging relevant internal stakeholders to facilitate these upsell processes where appropriate.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Stakeholder ManagementProject ManagementCustomer Success FocusData Integration ExperienceUpsell Strategy KnowledgeProcess ImprovementSalesforceRocketlaneZendeskLooker

Required

Strong organizational and project management skills, with experience managing timelines, tasks, and multiple stakeholders.

Ability to understand and explain technical concepts, especially around data connectors and integration tools.

A proven track record of delivering exceptional customer experiences and driving measurable onboarding outcomes.

Skilled in coordinating cross-functional teams and managing relationships with internal and external stakeholders.

Proactive approach to identifying and resolving issues, with the ability to escalate efficiently when necessary.

Preferred

Experience with data integration or ETL tools, ideally with Fivetran or similar platforms.

Familiarity with license or service upsell processes in a SaaS context.

Experience identifying and implementing improvements in onboarding processes.

Benefits

100% employer-paid medical insurance*

Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off

RSU stock grants*

Professional development and training opportunities

Company virtual happy hours, free food, and fun team-building activities

Monthly cell phone stipend

Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.