Reporting into the Onboarding Manager, you’ll help managing the day to day technical aspects for the team that launchs new clients onto our platform, giving every client a seamless experience. Some of the responsibilities you’ll have:
Directly manage some Onboarding Specialists (approximately 5 FTEs). This includes weekly 1:1 meetings, performance reviews, providing ongoing feedback, directing them to the right resources when needed.
Understand the customer business model and identify business requirements related to the implementation of Mariana Tek platform
Oversee and make suggestion to scale the onboarding migration and configuration processes to continuously improve the implementation of our product
Work closely with the Director of Onboarding and Product Manager assigned to onboarding, translating client needs into actionable solutions that can be implemented via our software and tools
Expert in data migration via CSV, being able to interpret data as well as analyze how it migrates via our tools.
Provide project management advice, technical troubleshooting and guidance, leadership, and direction to Onboarding Specialists to deliver exceptional professional services
Support program/projects on standard methodology, tools and templates and lessons learned for continuous improvement
Support Sales team with technical SOW responses.
Consult clients on technical best practices and advise proposed solutions that fully leverage our products
Act as an escalation point for onboarding specialists with technical questions, working as the liaison between the customer and various departments within the organization, including Sales, Engineering, and Support to develop solutions and drive customer alignment
Work cross-functionally with Sales, Support, Product and Engineering to deliver additional resources as needed
BA or BS required
8+ years of experience in product implementation, project management, data migration, technical implementation
5+ Years leading SaaS project implementations (or relevant comparable experience)
Experience with people manage and a team
Experience with project management
Experience with Salesforce, CloudCoach, Asana, JIRA, Intercom
Experience with expanding a team globally, not required, but a bonus
- May be eligible for a discretionary bonus.