Customer Onboarding Manager II

This role is responsible for managing the complete onboarding process for all ZoomInfo customers, ensuring a smooth and timely implementation experience. You will serve as the primary point of contact, coordinating with cross-functional teams to align goals, timelines, and deliverables. The role focuses on driving customer satisfaction through proactive communication, effective project management, and sharing best practices. Additionally, you’ll ensure a seamless transition to the Customer Success and Account Management teams for continued customer growth and engagement.

Shift : 7 PM IST to 4 AM IST 

• Manage the comprehensive onboarding for all ZoomInfo customers (including new business, renewals, and upsells) to ensure customers receive a highly organized program with detailed goals, timelines, and processes. Serve as primary point of contact for customers during the onboarding and implementation phase of the customer lifecycle.
• Build implementation strategies to ensure customers in all customer segments are onboarded within the defined SLAs. Coordinate communication with other areas of the business to ensure a streamlined approach for each and every customer.
• Work directly with customers to set appropriate expectations, address customer goals, determine target dates, manage customer tasks, and provide regular project updates during the onboarding phase of the customer lifecycle.
• Collaborate with the customer success team, customer training team, and customer integrations team to create a streamlined and cohesive approach that allows customers to get successfully implemented and trained.
• Manage multiple simultaneous onboarding projects at one time, balancing priorities of business results, customer satisfaction, and technical quality. This includes being an asset to the Customer Success Manager, Learning & Development Manager, and Integrations and/or Solutions Engineer while being an advocate for the customer.
• Provide best practices and mentorship to customers on how best to implement ZoomInfo’s suite of products and solutions. Provide thought leadership with regards to overcoming challenges the customer is facing.
• Ensure appropriate handoff of new accounts to the Customer Success Manager and/or the Account Manager. Build out a standardized information flow/transition document to prepare the CSM and AM for success, including documenting wins and challenges the customer faced during the onboarding process.
• Serve as the primary owner of Customer Journey tasks in Salesforce. Document all steps and touchpoints as appropriate.
• Perform a wide variety of professional tasks, which demand a high level of creativity and imagination, as well as a thorough knowledge of the applicable needs and expectations of employees/customers.

What you bring 

• Any Bachelor degree. At least 3 to 5 years of customer success and/or project management, ideally in a SaaS environment.
• Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes.
• Highly collaborative, organized, and execution-oriented with strong presentation skills.
• Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work.
• Excellent problem-solving skills and ability to be flexible to project situations. Ability to research, analyze and provide a solution to newly identified issues.
• Experience developing, installing, training, and/or supporting B2B solutions (previous experience with ZoomInfo and/or ZoomInfo certification strongly preferred).
• Highly familiar with Salesforce CRM.
• Able to be successful in a fast-paced environment that rewards hard work and self-motivation.
• Superior relationship and communication skills (both verbal and written).