Technical Onboarding Manager

Introduction to Demandbase: 

Demandbase helps B2B companies hit their revenue goals using fewer resources. How? By using the power of AI to identify and engage the accounts and buying groups most likely to purchase. Our account-based technology unites sales and marketing teams around insights that you can understand and facilitates quick actions across systems and channels to deliver big wins. It’s flexible, scalable ABM built for you.

As a company, we prioritize both the advancement of careers and the development of world-class technology. We invest heavily in people, our culture, and the communities around us. We have offices strategically located in San Francisco and New York in the US, and Hyderabad, in India and we embrace a hybrid work model in these regions. Outside of these areas we offer a remote work option and boast a significant presence in Austin, TX, Atlanta, GA, and London, UK. Continuously lauded as a great place to work, we are Great Place to Work Certified, and have earned distinctions such as "Fortune's Best Workplaces in the Bay Area,"Best Workplaces in Technology," "Best Workplaces for Millennials," and "Best Workplaces for Parents"!

We're committed to attracting, developing, retaining, and promoting a diverse workforce. By ensuring that every Demandbase employee is able to bring a diversity of talents to work, we're increasingly capable of achieving our mission to transform the way B2B companies go to market. We encourage people from historically underrepresented backgrounds and all walks of life to apply. Come grow with us at Demandbase!

About the Role:

We are seeking a Technical Onboarding Manager to join our professional services team. In this key role, you will OWN and guide customer implementations and coordinate with both clients and internal stakeholders to guarantee a seamless project delivery. Your primary responsibility will be to take full ownership of the onboarding journey, from beginning to end, gaining a deep understanding of client challenges and ensuring they are effectively addressed to demonstrate our value proposition.

What you’ll be doing:

• Develop a foundational understanding of our GTM suite and onboarding processes.
• Assist with customer activities and familiarize yourself with internal tools.
• Plan and deliver customer activities with clear milestones, managing smaller-scale projects.
• Act as the primary contact for accounts, ensuring engagement and satisfaction.
• Identify and escalate potential issues before they impact project timelines.
• Collaborate with AEs, GADs, and CSMs for efficient customer onboarding.
• Coordinate with cross-functional teams to address implementation delays and strategize solutions.
• Communicate progress to stakeholders using established tools.
• Contribute to process improvements and work to enhance CSAT and NPS ratings.
• Support the team in achieving quarterly goals and demonstrating commitment to company values.

What we’re looking for:

• 3+ years in a customer-facing role, preferably in onboarding or implementation for a SaaS product.
• Strong project management skills with the ability to handle multiple concurrent projects.
• Excellent communication skills, able to bridge the gap between business users and technical teams.
• Proven ability to quickly assess customer needs and translate them into configuration or integration specifications.
• Experience in a professional services capacity within a SaaS company is highly preferred.
• Familiarity with digital marketing solutions (e.g., Google Analytics, Adobe Experience Cloud) and web development patterns (HTML, JavaScript).
• Strong problem-solving abilities and a proactive approach to identifying and resolving issues.
• Ability to work independently with minimal supervision.

Benefits:

Our benefits include options for up to 100% paid Medical and Vision premiums for employees, a flexible PTO policy, no internal meetings Fridays, as well as access to Modern Health and other mental wellness resources. Additionally, we offer eight paid holidays and two additional week-long breaks when all Demandbase employees in the US take time off simultaneously (the week of July 4th and the week of Thanksgiving). We also provide 401(k), short-term/long-term disability, life insurance, and other great benefits.

Our Commitment to Diversity, Equity, and Inclusion at Demandbase:

At Demandbase, we believe in creating a workplace culture that values and celebrates diversity in all its forms. We recognize that everyone brings unique experiences, perspectives, and identities to the table, and we are committed to building a community where everyone feels valued, respected, and supported. Discrimination of any kind is not tolerated, and we strive to ensure that every individual has an equal opportunity to succeed and grow, regardless of their gender identity, sexual orientation, disability, race, ethnicity, background, marital status, genetic information, education level, veteran status, national origin, or any other protected status. We do not automatically disqualify applicants with criminal records and will consider each applicant on a case-by-case basis.

We recognize that not all candidates will have every skill or qualification listed in this job description. If you feel you have the level of experience to be successful in the role, we encourage you to apply!

We acknowledge that true diversity and inclusion requires ongoing effort, and we are committed to doing the work required to make our workplace a safe and equitable space for all. Join us in building a community where we can learn from each other, celebrate our differences, and work together.