Program Manager, Scale Onboarding (London, United Kingdom)

The shape of it

In the posting’s own words

In this role, you'll develop and deliver a scale customer onboarding experience for a high volume of customers in our commercial segments. You'll work closely with leadership to help design what scale onboarding can look like at Figma and expand our programs to support international sales teams. You will collaborate with other members of the Customer Onboarding team to inform and evolve the processes and materials for this program. Also, you will use metrics, customer feedback and direct experience to help identify new initiatives and materials needed to better engage and support our customers. You are an excellent communicator and project manager with a passion for customers and we can't wait to meet you!

What it asks for · 5

• 4+ years of relevant work experience, ideally in B2B SaaS
• Experience managing customers through onboarding or implementation of technical products
• Experience working with many customers at one time and demonstrated ability to drive towards successful customer outcomes through many programs
• Proven time management and organization skills
• Demonstrated comfort speaking to customers representing different personas across both function and seniority, as well as building and leading wide scale customer webinars, in collaboration with marketing teams

Also a plus

• Experience using or working with Figma, or other UX/UI experience
• You embody our values and can thrive in a constantly evolving and growing environment
• Proven track record of adapting to new technologies and learning quickly

What the job covers

• Own and manage scale customer onboarding programs supporting a high volume of commercial customers
• Partner closely with sales, marketing and enablement teams to develop and evangelize the program within the Figma organization
• Guide customer goals and successfully drive a high volume of customers towards onboarding closeout
• Partner with Marketing, Operations and Sales to build and optimize scalable customer programs
• 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
• Consult on product and industry best practices to act as a trusted advisor across a high-volume book of customers, inspiring new use cases for the product

Tools and skills named

Words the posting leans on

• customer20×
• experience8×
• onboarding7×
• product6×
• programs6×
• design4×
• develop4×
• customer onboarding3×
• excited3×
• marketing3×
• sales3×
• scale customer3×
• closely2×
• collaboration2×
• commercial2×
• customer feedback2×

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.

More open at Figma

• Account Executive, Emerging Enterprise (Berlin, Germany)Berlin, Germany
• Account Executive, EnterpriseSan Francisco, CA • New York, NY • United States
• Account Executive, Enterprise (Bengaluru, India)Bengaluru, India
• Account Executive, Enterprise (Berlin, Germany)Berlin, Germany
• Account Executive, Enterprise, Mandarin Speaking (Singapore)Singapore
• Account Executive, Enterprise (Paris, France)Paris, France