Customer Onboarding & Implementation Manager

We have a world class agile market research platform. We help brands rewire their traditional ad & innovation development processes with insights early, often & connected to create a learning loop. The result? They get smarter over time. Insights teams have more impact. Brands launch better ads & products.

We were founded in 2012 with the dream of creating end-to-end automated research. Fast forward 10 years and we have 1,000+ happy customers, 100,000+ ideas tested and we operate in 50+ research markets. And we’re entering the next phase of our growth journey!

So how do we do it? 

Our platform provides access to actionable, quick and smart insights to amplify creative effectiveness and shape winning innovation, empowering creators with the agility and the data they need to make better decisions about the ads and innovation they take to market. 

Through working with some of the biggest brands in the world, we’ve built technology that lets our customers see their product innovations and advertising ideas through their consumers’ eyes so they can quickly iterate, optimize, validate and learn — increasing their chances of in-market success.

The Team 

How we onboard our new customers is a fundamental pillar of future success and sets the tone for our ongoing relationship with them. As a core member of our Implementation team, the Customer Onboarding Manager will set the groundwork for successful platform adoption by deeply understanding the customer requirements from the product set and helping them with implementation and platform setup. You will conduct check-in calls on a daily, weekly, or biweekly basis to oversee and project manage the onboarding process, from sales to customer success. The value customers get from Zappi is only maximized if there is a strong foundational system put in place - having the detail, rigor and relationship management skills to get this right is key to the role. 

We are hiring someone to: 

• Lead the onboarding process for new clients, ensuring a seamless transition from sales to implementation.
• Collaborate with the sales team to understand client requirements and expectations
• Develop and execute implementation plans, setting clear milestones and timelines.
• Coordinate with cross-functional teams to ensure successful implementation and customization of the Zappi platform.
• Do deep discovery with probing questions in order to understand how Zappi can successfully deliver on customers goals 
• Conduct training sessions for clients to educate them on product features and functionalities.
• Educate new customers about our business and the product suite in scope
• Create and maintain detailed documentation of the onboarding and implementation processes.
• Project manage both the customer and internal teams to get the job done
• Plan, own, and deliver on the project milestones and timelines
• Develop training materials and resources for clients
• Fully own initiative updates, project plans & next steps in customer-facing meetings
• Use client feedback to improve and enhance the onboarding/implementation process.

We are looking for: 

• Proven experience in managing the implementation and onboarding of SaaS platforms, with a focus on maximizing customer value and platform adoption
• Ability to manage multiple projects and prioritize tasks effectively, ensuring timely and successful onboarding of clients in a SaaS environment
• Skilled in both verbal and written communication, capable of conveying technical information clearly to non-technical audiences, especially during SaaS platform implementation
• Passionate about delivering exceptional customer service, building strong relationships with clients, and understanding their unique needs and challenges in adopting new software
• Proactive in identifying potential issues and offering creative solutions, while being flexible and adaptable to changing client requirements and new processes

What we offer:

• The salary for this position is $75-85K per annum + 20% commission variable OTE. Salaries are benchmarked annually
• One company-paid mental health day of rest every quarter (these are pre-scheduled, so the entire company can take the same days off regularly to reset)
• Unlimited holidays – we want well rested and motivated teams so encourage people to take plenty of time off. We don’t cap your allowance, but do set a minimum of at least 20 days per year plus national holidays
• Flexible working arrangements, including remote (unless otherwise specified)
• Thoughtfully designed offices to support both individual work and collaboration without interrupting others
• Support setting up your home office, if appropriate (chair + desk, etc)
• Wellbeing benefits and access to trained therapists / counselors
• Company paid Life, AD&D, Short term & Long term disability
• Immediate access to Zappi's Health, Dental and Vision Insurance Plan
• Option to enter Zappi's 401k program after 90 days of employment, matched up to 4%
• Tailored personal development through training allowances, coaching, mentorship and career frameworks

Why join us? 

We’ve been recognized as one of the hottest martech companies in 2022 by Business Insider and named Best Place to Work by Quirk’s Media for our engaging and inclusive workplace culture. We’re committed to both people and the planet. 

Our belief in inclusion means we’re building an organisation of diverse individuals and helping brands eliminate cultural presumptions in their research. Read our Diversity Manifesto here. 

We are a values and behaviours driven business and believe that Trust, Truth, Ownership, Ambition and Humility describe Zappi employees on our best day. This is how we strive to show up for our customers, for each other and for our communities. 

Earning B Corp certification assures us we’re on the right track and have structures in place to become the business we want to be.

Our commitment to minimise our impact on the environment means being honest with ourselves and transparent with you—about everything from carbon emissions to tree-planting initiatives. We achieved our goal of becoming Net Zero in 2021! 

Zappi Company Culture Highlights

• Winner of Comparably's Award for Best Company for Women 2022
• Winner of Comparably's Award for Best Company Work-Life Balance 2022
• Winner of Comparably's Award for Best Company Compensation 2022
• Winner of Comparably's Award for Best CEO for Women 2022
• Winner of Comparably's Award for Best Company for Diversity 2022
• Winner of Comparably's Award for Best Company Culture 2022
• Winner of Comparably's Award for Best CEO 2022
• Winner of Comparably's Award for Best Happiness 2022
• Winner of Comparably's Award for Best Leadership Teams 2023
• Winner of Comparably's Award for Best CEOs for Diversity 2023
• Winner of Comparably's Award for Best Engineering Teams 2023
• Winner of Comparably's Award for Best Company Outlook 2023
• Winner of Newsweek’s Top 100 Most Loved Workplaces in the UK 2022 & 2023
• Recognised by Fast Company’s Best Workplaces for Innovators 2023
• Recognised as Best Marketing Insights Platform in the MarTech Breakthrough Awards 

Equal Opportunity

Zappi is an equal opportunity employer; our diversity is a major strength. We are committed to providing equal opportunities for all individuals, regardless of their race, gender, sexual orientation, disability, or any other characteristic protected by applicable laws. 

We believe that a diverse and inclusive workforce fosters innovation, creativity, and success. Our hiring decisions are based solely on merit, qualifications, and abilities, ensuring fairness and equity throughout our recruitment process. We welcome applications from all backgrounds and encourage candidates from underrepresented groups to apply. Join our team and contribute to an inclusive environment where everyone's unique perspectives and talents are valued and respected.