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The Role
The Customer Onboarding Manager will drive the onboarding process for new clients, ensuring timely outcomes, training users, and managing stakeholder relationships to optimize the use of Insider's platform.
Summary Generated by Built In
Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About us
We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.
We have just celebrated our $500M Series E funding round, led by General Atlantic. Before this, we’ve unlocked unicorn status following our Series D round. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca-Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, CNN, and the list goes on.
Having unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M in CARR (Committed Annual Recurring Revenue). Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization.
When our team founded Insider, they not only sought to create a product company but also to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.
Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.
As a Customer Onboarding Manager, you will be responsible for driving the onboarding process, ensuring successful and timely outcomes for new clients. Your role is crucial in accelerating Time to Value and ensuring customer retention by helping clients fully integrate and realize the value of Insider’s platform.
You will collaborate closely with internal technical resources to empower and train customers on how to use Insider’s platform and its powerful features as efficiently as possible. Establishing strong, credible relationships with stakeholders at all levels of the client organization will be key to understanding their business and technical goals.
Role Expectations:
You will be expected to have a technical background, which could be gained through either academic education or relevant work experience. This includes the ability to read API documentation, knowledge of HTML, CSS, and XML, and the ability to understand basic data structures and data flows.
You will be prioritized if you have experience with short to medium-term projects and strong project management skills, as your role will heavily focus on managing multiple projects simultaneously.
Qualifications:
- Minimum of 3 years experience in SaaS project management and client onboarding.
- PM qualifications such as Agile, PMP, or Prince2 are a plus.
- Strong communication skills, both written and verbal, with business fluency in English.
- Time and task management skills are essential.
- Proven ability to communicate effectively with both internal and external stakeholders.
- Demonstrated success in delivering projects in a timely and efficient manner.
- Knowledge of Google Tag Manager, Google Product Feed, and Google Analytics is an advantage.
- Understanding of webhooks and API.
- Exposure to and understanding of AI-driven product recommendation tools and algorithms is a plus.
- Experience with other CRM, ERP, or Marketing Automation platforms is an advantage.
Responsibilities:
- Project management of customer onboardings to ensure successful outcomes, accelerating Time to Value and driving customer growth and retention.
- Collaborate with internal technical teams to train customers on using Insider’s platform and features effectively.
- Build credible relationships with stakeholders at all levels, from senior management to end users, to understand their business and technical goals.
- Drive early adoption by setting KPIs and success metrics, ensuring full ROI for clients.
- Advocate for customer business use cases with the product development team.
- Ensure smooth transition to the Customer Success Manager team by documenting client stakeholder roles and hierarchy.
- Continuously enhance the onboarding experience by improving processes and training materials.
- Where needed, tailor 1:1 onsite and remote onboarding sessions to exceed client expectations.
- Establish trust and confidence in Insider's platform, ensuring successful early adoption.
- Coordinate effectively with client agencies and third parties to achieve desired outcomes.
- Ensure the highest quality in deliverables, maintaining client satisfaction and facilitating a seamless post-onboarding transition to the Customer Success & Support teams.
- Collaborate with the development team to ensure custom development meets client expectations and standards.
- Own the project, taking responsibility for successful implementation while working closely with both internal and external stakeholders.
- Facilitate exceptional user-enablement training and workshops to empower clients.
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
Please follow Insider on LinkedIn, Instagram, Youtube, and Medium!
Top Skills
APIs
CSS
Google Analytics
Google Product Feed
Google Tag Manager
HTML
XML
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The Company
What We Do
Insider—one platform for individualized, cross-channel experiences—enables enterprise marketers to connect customer data across channels and systems, predict their future behavior with an AI intent engine and individualize customer experiences. Marketers use Insider’s platform to deliver experiences across channels like Web, App, Web Push, Email, SMS, and Messaging Apps (WhatsApp, Facebook Messenger, RCS).
Insider recently unlocked unicorn status and NASDAQ congratulated the company for becoming one of the few woman-founded, women-led B2B SaaS unicorns in the world. Insider was named as the #1 Leader in The Forrester Wave for Cross-Channel Campaign Management 2021 and Gartner Magic Quadrant for Personalization Engines 2021. The company has been named #1 Leader on G2’s Mobile Marketing Software and Personalization Grids with a 4.6/5 rating for 20 consecutive quarters. CrunchBase recently ranked Insider’s co-founder and CEO Hande Cilingir as one of the top women CEOs outside the US.
Many of the most prestigious Fortune 500 companies and top brands in retail, automotive, and travel use Insider to deliver AI-backed personalized experiences that exceed customer expectations. Insider is trusted by over 1,200 global businesses, including Singapore Airlines, Virgin, Toyota, New Balance, IKEA, GAP, L’Oreal, Samsung, Newsweek, MediaMarkt, Nissan, AVIS, Marks & Spencer, Allianz, Madeira Madeira, Santander, BBVA, Pizza Hut, Avon, and CNN.
