Customer Onboarding Manager

About The Customer Success Team

We’re continuing to build out a passionate team of A-player Customer Success Onboarding Managers. We are looking for an ambitious and resourceful Customer Onboarding Manager to join our ranks, as we exponentially grow our customer base.

Our Customer Success team supports a wide array of customers along the entire customer journey, as they engage with us and adopt our services to achieve their goals. We ensure customers are optimized and scale effortlessly through impactful engagements, all focused on driving business and technical value. Our obsession is understanding a customer’s business to build lasting partnerships that continue to add value over time.

We are laser focused on making customer success a company-wide imperative and building a culture around putting customers first.

As a Customer Success Onboarding Manager, you will be responsible for project managing a seamless customer onboarding journey ensuring medium to large-sized customers experience a rapid time to value.

You are passionate about customers and transforming and optimizing customer experiences, and you will manage projects with ease.

You get energized by a low-ego, “all hands on deck” environment and care deeply about not only making your portfolio customers successful, but also collaborating with your peers to ensure eSentire’s success. You are empathetic, enthusiastic and take risks – upping the game of the Onboarding team. You are an independent critical decision maker and a strategic thinker with no problem taking on the nitty-gritty work.

Your top priority will be onboarding and driving customer engagement for your portfolio of customers.

Your responsibilities will include that you:

• Deliver a seamless customer experience throughout the customers onboarding journey
• Leverage project management principles to drive engagement and progress on large, complex deployments with multiple cross functional stakeholders with completing external priorities Driving the successful delivery of services to eSentire’s customers under the pressure of tight timelines and complex environmental and resource interactions
• Drive customer engagement through product discussions, service delivery and platform demonstrations
• Track progress and report on actual project status internally and to customers throughout the project life cycle
• Establish good communications and relationships with the customer to ensure that customer queries or problems are resolved in a timely manner
• Managing scope, risk, schedule, quality, and communication for various stakeholders
• Coordinate transition from Onboarding to ongoing Support/CSM at completion of project
• Helping to define process models for handling multiple service deployments
• Create and manage engaging and useful onboarding documentation for customers
• Develop internal processes to improve the project lifecycle, simplifying the process for customers
• Contribute to customer success plans – understanding customer objectives and can develop plans to manage with CSM team members
• Collaborate with peers to ensure customers are successful
• Make recommendations and influence important operating issues/decisions for the broader team
• Find ways to streamline work, innovate key processes and leverage technology

• 3+ years of managing customer facing implementation projects, customer service, account management or customer success, or equivalent industry experience
• Experience managing a high volume of customers.
• Proven success and experience in managing, communicating, and supporting customers
• Advocate as the voice of customers – identify and convey customer feedback and use cases to product team
• Deliver and communicate confidently
• Proactive and aggressive to set and deliver ambitious metrics
• Ability to learn and persuasively articulate eSentire’s value proposition to customer senior executive teams
• Strong communication and presentation skills (phone, video, email)
• Patient and positive as we aggressively scale-up and embrace change

Please note:

If the successful candidate lives within 50 km of our office in Waterloo, Ontario this will be a hybrid position (Monday and Friday – work from home, Tuesday, Wednesday and Thursday – work onsite). If the successful candidate lives more than 50 km from our office in Waterloo this will be a remote position.