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Principal Customer Onboarding Manager
2 weeks ago
**Principal Customer Onboarding Manager**:
- Sydney
- Success - Customer Onboarding /
- Full-time Permanent /
- Hybrid
- 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.
- Organisatio
