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Customer Onboarding Manager

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Braze

5d ago

  • Job
    Full-time
    Junior (1-2 years) - Mid-level (3-4 years)
  • Sales & Business Development
    Customer Relations
  • London
  • Quick Apply

AI generated summary

  • You need client-facing experience, project management skills, and tech implementation experience. Analytical, problem-solving, and great communication skills are key. Fast-paced work environment? No problem. Collaborative and enthusiastic? You’re in. Knowledge in SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming is a plus.
  • You will project manage customer onboarding, engage with stakeholders, deliver training, drive early adoption, and advocate for customer needs to ensure successful transitions to the Customer Success Manager team.

Requirements

  • 2+ years experience in a client-facing work environment
  • Experience with project management and technology implementation
  • Have a high level of intellectual curiosity and the ability to constantly learn
  • Excellent analytical, problem diagnosis and creative problem-solving skills with the desire and ability to identify, and help implement changes
  • Strong listening and verbal communication skills: you will need to to quickly understand customer needs or issues and deliver a clear and concise response via video calls and emails
  • Ability to manage conflicting priorities and thrive in a fast-paced environment
  • You’re known for being a good collaborator and can motivate or maintain enthusiasm throughout the onboarding engagement
  • You have demonstrated interest/experience in one or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc).

Responsibilities

  • As a Customer Onboarding Manager for our One-Time Services team, you will own the critical early phase of the customer lifecycle, onboarding Braze’s new clients. You will be responsible for rapidly understanding each client’s business requirements and driving them to realise a fast time-to-value from their investment in Braze as efficiently as possible. Working alongside Customer Success Managers and Solutions Architects you’ll project manage delivery of many onboardings against both CRM and technical requirements to achieve key client milestones efficiently as possible.
  • This is an opportunity to bring your extensive experience as a consultant, implementation expert, project manager, business analyst or client success professional along with a high level of curiosity and focus.
  • Responsibilities:
  • Project manage a portfolio of customer onboardings to successful outcomes, accelerating Time to Value
  • Maintain and manage internal stakeholders in support of fostering a cohesive and compelling customer experience
  • Engage with customer stakeholders to quickly understand their business and technical goals for using Braze, building credible relationships throughout the customer organization, from senior staff to Braze end users
  • Effectively deliver engaging enablement training and workshops on both strategic and technical topics
  • Take ownership of technical workstreams in onboarding projects and work directly with client side product and engineering stakeholders
  • Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations
  • Help drive early adoption, setting KPIs and success metrics for ROI
  • Advocate customer business use-cases to product development
  • Understand and document client scope, integration approaches and stakeholder roles & hierarchy to ensure successful transitions to the Customer Success Manager team after onboarding
  • Contribute to the design and improvement of processes and materials that enhance efficiency and customer experience during onboarding
  • Where required, coordinate effectively with client agencies and third parties to drive desired outcomes

FAQs

What qualities are important for someone to succeed as a Customer Onboarding Manager at Braze?

Success as a Customer Onboarding Manager at Braze requires setting high standards, championing teamwork, and creating work-life harmony. Additionally, having autonomy, accountability, openness to new perspectives, curiosity to learn, and a bias toward action are essential qualities for this role.

How does Braze support their customers through the onboarding process?

At Braze, we strive to help customers grow by driving value, delivering world-class support, challenging the status quo, and creating solutions for business needs and outcomes. Our dedicated team of One-Time Services experts is committed to helping customers get the most value out of Braze, creating long-term partnerships built on trust.

What is the mission of the Customer Onboarding Manager role at Braze?

The mission of the Customer Onboarding Manager at Braze is to create a great customer experience, provide support to customers, and help them succeed by driving value and delivering solutions for their business needs and outcomes. Building trust and forming long-term partnerships with customers is key to achieving this goal.

Leading comprehensive customer engagement platform that powers interactions between consumers and brands they love.

Technology
Industry
1001-5000
Employees
2011
Founded Year

Mission & Purpose

Braze (Nasdaq: BRZE) is a leading comprehensive customer engagement platform that powers interactions between consumers and brands they love. With Braze, global brands can ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing campaigns and continuously evolve their customer engagement strategies. Braze has been recognized as one of Fortune’s 2022 Best Workplaces in New York, Fortune’s 2022 Best Workplace for Millennials, and UK Best Workplaces for Women 2022 by Great Place to Work. The company is headquartered in New York with offices in Austin, Berlin, Chicago, London, San Francisco, Singapore, and Tokyo.

Benefits

  • Competitive Benefits

    We've got you covered with high-quality medical, mental health, dental, and vision plans.

  • Flexible Vacation Policy

    Take the time you need to balance your work and life in the way that suits you best.

  • Equal Paid Family Services

    We offer fertility benefits along with equal paid parental leave, so you can focus your energy on your growing family.

  • Retirement Planning

    We support you as you plan for your future. Braze will begin matching contributions into our retirement plan on your first day of employment.

  • Equity Stake

    We provide equity to full-time employees—regardless of role or tenure—so that when we grow and succeed, you do, too.

  • Learning & Development

    We support your professional growth through formal career pathing, the Braze University learning platform, and tuition reimbursement.

  • Remote Availability

    Braze fosters an environment that harmonizes the needs of the business and the needs of its employees.

  • Global Presence

    Our global presence—10 cities and growing—provides opportunities to work and connect with top talent around the world.