Onboarding Manager, Customer Experience (Tokyo, Japan)

The shape of it

In the posting’s own words

As an Onboarding Manager, you'll partner with our largest customers and help set them up for immediate success by leading them through a clearly defined onboarding process. You'll build and leverage key cross-functional relationships across Sales, Marketing, and Product Support as you deliver an exceptional onboarding experience. You'll use metrics, customer feedback, and direct experience to help identify new initiatives and materials needed to better engage and support our customers. You bring strong communication and project management skills, and a genuine investment in customer outcomes.

What it asks for · 5

• 3+ years of B2B SaaS experience in a customer-facing role working with technical products
• Track record of juggling multiple customer projects concurrently, with strong organizational and project management skills
• Fluency in Japanese and English across written and verbal communication
• Demonstrated ability to build and maintain relationships with customers across a range of roles and seniority levels
• Demonstrated ability to navigate complex business and technical environments with a consultative approach

Also a plus

• Experience using or working with Figma, or other UX/UI experience
• Ability to adapt to change and ambiguity as the business evolves
• Adapt quickly to new technologies and continuously learn new tools and systems

What the job covers

• Own and manage the onboarding process for our largest customers from pre-sales through successful onboarding closeout
• Partner closely with Account Executives to ensure smooth customer handoff experience
• Understand customer goals and successfully manage their onboarding timeline towards value
• Collaborate with Technical Account Managers, Designer Advocates, and Product Support to drive a seamless customer onboarding experience
• Report on metrics and customer feedback to assess the impact of successful onboarding and to help identify new customer initiatives and product opportunities
• Develop content and enablement resources for customers to use for training/education and to help accelerate product adoption
• Understand and consult on product and industry best practices in order to act as a trusted advisor to our customers and inspire new possibilities using our product

Tools and skills named

Words the posting leans on

• customer14×
• onboarding8×
• product8×
• experience7×
• design3×
• technical3×
• account2×
• adapt2×
• bring2×
• build2×
• business2×
• communication2×
• customer feedback2×
• demonstrated2×
• idea2×
• identify2×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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