Principal Customer Onboarding Manager

1 week ago

Sydney, New South Wales, Australia SafetyCulture Full time

As Principal Customer Onboarding Manager, you will serve as the main point of contact for SafetyCulture's largest and most strategic customers. You will leverage your project management expertise to ensure timely and successful implementations and product adoption.

This role will build and maintain deep and meaningful relationships with C-Suite stakeholders and executive sponsors, being recognised as a strategic partner that can consult and guide our customers through complex and global rollouts, empowering the SC champions of the future.

How you will spend your time:
  • Owning pre-sales activities to support our sales process, as well as developing the beginning project and product scope that will support an implementation
  • Collaborating with Sales on SoWs and RFPs
  • Taking ownership of solution and success criteria discovery. Translating customer challenges and business objectives into a Customer Results Strategy and proving ROI at every stage of the journey
  • Managing complex and global rollouts, utilising project documentation to effectively manage project delivery timelines
  • Working with multiple stakeholders at a time and being assertive to keep customer's accountable and ensure quick time to value
  • Acts as a consultant, educator and trusted advisor to customers and as an orchestrator of the relevant SC resources (product management, engineering, success, support) to provide the customer with the required expertise on demand
  • Developing mechanisms for communication, change management and training at scale to support large businesses
  • Strong understanding of our product and integration functionality, as well as deep customer industry knowledge to solve complex customer requirements. Combining the two together to identify new use cases for adoption and growth which make our customers successful
  • Seeking and identifying growth opportunities with discovery questions and creative ways to solve problems that can broaden the impact of SCMentoring and improving others's ability to deliver great work
About you:
  • Proficient in understanding the customer lifecycle and its significance in driving business growth
  • Experience within SaaS and implementing software
  • Well-versed in change management practices
  • Familiarity with project management methodologies to ensure successful project execution
  • Ability to leverage and interpret relevant customer metrics for informed decision-making
  • Strong communication and storytelling abilities to convey complex ideas effectively
  • Skilled in stakeholder management to build and maintain relationships
  • Effective presentation skills
  • Expertise in time management and prioritization to meet deadlines and manage competing tasks efficiently
  • Active listening skills to understand the needs and concerns of customers and stakeholders
  • Creative problem-solving abilities to address challenges and find innovative solutions
We care about people:
  • At SafetyCulture, we care about people and growing the team, through:
  • Equity with high growth potential
  • Flexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture office
  • Access to professional and personal training and development opportunities;Hackathons, Workshops, Lunch & Learns
  • We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies
Office Benefits:
  • In-house Culinary Crew serving up daily breakfast, lunch and snacks
  • Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
  • Quarterly celebrations and team events, including the annual Shiplt global offsite
  • Table tennis, board games, gym sessions, book club, and pet-friendly offices

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