Senior Customer Onboarding Manager I

WHAT YOU’LL DO

As a Customer Onboarding Manager, you will own the critical early phase of the customer lifecycle, onboarding Braze’s new clients, and working with Customer Success Managers to deliver great results. You will be responsible for rapidly understanding each client’s business requirements and managing the program delivery, driving them to realize a fast time-to-value from their investment in Braze as efficiently as possible.

Core Objectives:

• Project manage a portfolio of customer onboardings to successful outcomes, accelerating Time to Value, growing and retaining customers.
• Collaborate with internal technical resources to empower and train customers to use Braze’s platform and powerful features as efficiently as possible.
• Engage with customer stakeholders to understand their business and technical goals for using Braze, building credible relationships throughout the customer organization, from senior staff to Braze end users.
• Coordinate effectively with client agencies and third parties to drive desired outcomes.
• Help drive early adoption, setting KPIs and success metrics for ROI.
• Advocate customer business use-cases to product development
• Understand and document client stakeholder roles & hierarchy within a detailed account to ensure successful transitions to the Customer Success Manager team after onboarding.
• Design and continually improve processes and materials that enhance efficiency and customer experience during onboarding.
• Effectively deliver engaging enablement training and workshops.
• Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations.
  

WHO YOU ARE

• 2 years+ managing complex implementation projects across multiple senior client stakeholders at a SaaS company or similar.
• 2 years+ managing complex programmes in a related area, for example Consulting, Onboarding, Customer Success, Implementations, Project Management, or Technical Solutions
• Significant project management experience and/or formal certifications (PMP, PMgP, Agile, Prince2 etc).
• Good communicator with strong influencing skills
• Strong problem solving skills and ability to manage conflicting priorities
• You’re known for being a good collaborator and can motivate or maintain enthusiasm throughout the onboarding engagement
• High level of intellectual curiosity
• You have technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc).
• Project management experience, dealing with large and complex implementations within highly matrixed organizations.
• Familiarity of or have practiced Agile methodology

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $73,800 - $100,800/year with an expected On Target Earnings (OTE) between $82,000 - $112,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, Braze offers full- and part- time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.