Strategic Enterprise Onboarding Lead

2 days ago

Sydney, New South Wales, Australia beBeeEnterprise Full time $110,000 - $130,000

At the heart of our organization lies a crucial role, that of Strategic Enterprise Onboarding Lead. This position requires an exceptional individual who can orchestrate seamless onboarding experiences for our largest and most strategic customers.

The primary responsibilities of this role revolve around leading complex onboarding projects. As the principal point of contact, you will be responsible for ensuring timely and successful implementations, thereby facilitating effective product adoption.

This position demands strong project management expertise, coupled with excellent stakeholder management skills. You must be adept at building and maintaining deep relationships with C-Suite stakeholders and executive sponsors.

The ideal candidate will possess extensive experience in customer onboarding, implementation, professional services, or technical account management within a B2B SaaS setting. Additionally, they should have a proven track record of collaboration and partnership with sales teams in sales and RFP processes.

In this capacity, you will serve as a trusted advisor to key customer stakeholders, understanding their unique business needs, designing tailored solutions using our product, and guiding them through effective change management.

The evolution of our customer onboarding methodologies, playbooks, tools, and processes is also a critical aspect of this role. You will contribute to this endeavor by identifying opportunities for efficiency and scalability, implementing solutions that enhance the overall customer experience.

As a member of our team, you will partner with cross-functional departments, including sales, customer success, product management, engineering, and support. Together, you will ensure seamless customer transitions, address technical challenges, and provide critical feedback to inform product development.

Risk management and issue resolution are also key components of this role. Proactively identifying potential risks during the onboarding phase, developing mitigation strategies, and effectively resolving complex customer issues are essential duties.

Furthermore, you will provide guidance, mentorship, and technical expertise to other Customer Onboarding Managers and Implementation Specialists. Sharing knowledge and elevating team capabilities are vital aspects of this position.

Lastly, utilizing data and metrics to track onboarding progress, identify trends, and provide insights to leadership on customer health, product adoption, and potential areas for improvement is a significant responsibility.

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