Customer Onboarding Manager - (Implementation Project Manager) - Brazil

Qualifications

• Minimum of 3 years experience in SaaS project management and client onboarding.
• PM qualifications such as Agile, PMP, or Prince2 are a plus.
• Strong communication skills, both written and verbal, with business fluency in English.
• Time and task management skills are essential.
• Proven ability to communicate effectively with both internal and external stakeholders.
• Demonstrated success in delivering projects in a timely and efficient manner.
• Knowledge of Google Tag Manager, Google Product Feed, and Google Analytics is an advantage.
• Understanding of webhooks and API.
• Exposure to and understanding of AI-driven product recommendation tools and algorithms is a plus.
• Experience with other CRM, ERP, or Marketing Automation platforms is an advantage.

Responsibilities

• Project management of customer onboardings to ensure successful outcomes, accelerating Time to Value and driving customer growth and retention.
• Collaborate with internal technical teams to train customers on using Insider’s platform and features effectively.
• Build credible relationships with stakeholders at all levels, from senior management to end users, to understand their business and technical goals.
• Drive early adoption by setting KPIs and success metrics, ensuring full ROI for clients.
• Advocate for customer business use cases with the product development team.
• Ensure smooth transition to the Customer Success Manager team by documenting client stakeholder roles and hierarchy.
• Continuously enhance the onboarding experience by improving processes and training materials.
• Where needed, tailor 1:1 onsite and remote onboarding sessions to exceed client expectations.
• Establish trust and confidence in Insider's platform, ensuring successful early adoption.
• Coordinate effectively with client agencies and third parties to achieve desired outcomes.
• Ensure the highest quality in deliverables, maintaining client satisfaction and facilitating a seamless post-onboarding transition to the Customer Success & Support teams.
• Collaborate with the development team to ensure custom development meets client expectations and standards.
• Own the project, taking responsibility for successful implementation while working closely with both internal and external stakeholders.
• Facilitate exceptional user-enablement training and workshops to empower clients.