Manager Customer Onboarding
Ivanti
Americas
hace 6 días

Manager Customer Onboarding

at Ivanti Americas

Manager, Customer Onboarding - North America

As the Manager, Customer Onboarding, you will drive the maturation of Ivanti’s customer onboarding function creating a world class experience for our valued customers.

We are currently looking to grow our Onboarding team to ensure customers are set up to realize the full potential of their Ivanti investment.

Responsibilities

  • Help set the overall vision and strategic plan for the Onboarding organization, focusing on providing the most efficient onboarding experience, leading a positive customer experience, and continually improving the onboarding journey.
  • Design and improve onboarding processes, procedures, and tools to continually elevate, enhance efficiency and improve Ivanti's customer onboarding experience.
  • Define and track global key performance indicators for the customer onboarding process.
  • Stay engaged with digital and product teams to understand roadmap and implications for customers.
  • Advocate customer business use-cases to product development.
  • Report on global customer onboarding status and customer satisfaction levels.
  • Drive customer outcomes, product adoption and customer experience
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Define and optimize customer lifecycle by driving programs and initiatives to improve onboarding approaches based on customer segmentation and leading a culture of continuous improvement
  • Build and lead world-class team of Onboarding Specialists
  • Strategize and execute on department level goals
  • Identify gaps in our services and processes and develop systems and tools to address
  • Participate and / or lead projects
  • Manage annual performance review process for direct reports
  • Identify upsell and growth opportunities and collaborate with sales teams to ensure growth attainment.
  • Experience Required

  • Extensive experience managing an Onboarding team at a global SaaS software company providing customers with a 24x7 business critical software system.
  • Proven success in building out an Onboarding team with the skills needed to drive successful customer onboarding.
  • Superior problem solving and resolution skills to solve challenges during the customer lifecycle in order to instill trust and account growth from our customers.
  • The ability to create the framework and processes that will enable the Onboarding team to maximize the value creation opportunity for the customer.
  • An understanding that listening to your customers is the key to establishing strong relationships.
  • Experience scoping clarity or handling go-live expectations while keeping a level head.
  • A strong sense of empathy, including the ability to understand where customers are approaching problems from, how they are feeling about specific milestones, and what they are thinking about certain functionality.
  • Travel : Up to 25% of the time

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