Principal Customer Onboarding Manager

SafetyCulture is a global technology company that is helping to transform workplaces around the world. Our mission is to help working teams get better every day and our technology platform and products give front line workers a voice and leaders the visibility to make smart decisions when driving safety, quality and continuous improvement.
SafetyCulture is one of the fastest-growing tech companies. Our bold ambition is to reach 100 million users worldwide by 2032. Opportunities to help shape a journey like this do not come around often
As Principal Customer Onboarding Manager, you will serve as the primary point of contact for SafetyCulture’s largest and most strategic enterprise 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:

- Lead Strategic Onboarding Projects: Independently manage and execute the onboarding process for SafetyCulture's largest, most complex, and strategically important customers, ensuring successful adoption and immediate value realisation.
- Expert Consulting & Solution Design: Serve as a trusted advisor to key customer stakeholders, understanding their unique business needs, designing tailored solutions leveraging our product, and guiding them through effective change management.
- Drive Best Practices & Innovation: Contribute significantly to the evolution of our customer onboarding methodologies, playbooks, tools, and processes. Identify opportunities for efficiency and scalability, and implement solutions that enhance the overall customer experience.
- Cross-Functional Collaboration: Partner closely with Sales, Customer Success, Product Management, Engineering, and Support teams to ensure seamless customer transitions, address technical challenges, and provide critical feedback to inform product development.
- Risk Management & Issue Resolution: Proactively identify potential risks during the onboarding phase, develop mitigation strategies, and effectively resolve complex customer issues, acting as an escalation point when necessary.
- Mentorship & Coaching: Provide guidance, mentorship, and technical expertise to other Customer Onboarding Managers and Implementation Specialists, sharing knowledge and elevating the overall capabilities of the team.
- Performance Monitoring & Insights: Utilise data and metrics to track onboarding progress, identify trends, and provide insights to leadership on customer health, product adoption, and potential areas for improvement.

About you:

- Customer Obsession: A passion for delivering exceptional experiences and helping customers realize measurable outcomes.
- Extensive Experience: 10+ years in Customer Onboarding, Implementation, Professional Services, or Technical Account Management in a B2B SaaS setting.
- SaaS & Technical Expertise: Strong technical knowledge of SaaS platforms, including APIs and integrations, with the ability to articulate technical concepts to non-technical audiences.
- Collaboration skills: Proven track record of collaboration and partnership with Sales Teams in sales and RFP processes
- Enterprise Project Leadership: Experience leading global, cross-functional onboarding initiatives for enterprise clients. Comfortable orchestrating internal teams and partners to deliver customer success.
- Complex Project Leadership: Proven track record of successfully leading and managing complex, multi-stakeholder implementation projects for strategic, enterprise-level customers including global customers. Comfortable acting as the orchestrator of cross functional internal resources (product management, engineering, success, support) and partners to provide customers with the required expertise on demand.
- Stakeholder Management: Deep experience working and communicating with multiple stakeholders across all levels of an organization and holding stakeholders, customers and partners accountable for deliverables.
- Advisor and Trainer: Trusted advisor to customers. Expert at tailoring programs for communication, change management and training at scale to support large businesses as they roll out new solutions.
- Process Improvement Driver: Demonstrated experience in identifying and driving improvements in onboarding or implementation processes.
- Problem-Solving Acumen: Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving challenges.
- Mentorship Ability: Experience in mentoring or coaching junior team members and contributing to team knowledge sharing.
- Organisational Excellence: Exceptional time management and multitasking abilities; detail-oriented across multiple concurrent projects.
- Strong Communication Skills: Excellent presentation abilities and active listening skills.

At SafetyCulture, we care about people:

- Equity with high growth potential, and a competitive salary,
- 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.
You’ll Also Receive Other Perks such as:
- 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.

We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in Australia, the US and the UK.
Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you
You can find out more about life at SafetyCulture via Youtube, Twitter, Instagram and LinkedIn.
To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. E-Verify Works for Everyone. For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS: 888-897-7781 or dhs.gov/e-verify

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