Program Manager, Onboarding (NYC)

The Onboarding Manager at XOPS will be pivotal in ensuring new customers successfully integrate our solutions into their IT environments. Your role will focus on the initial deployment, widespread adoption, and comprehensive account management, ensuring our customers maximize the benefits of our platform from day one.

Responsibilities

Strategic Onboarding and Implementation

• Lead the planning and execution of tailored onboarding processes that are intricately designed to fit the complex IT infrastructures of Global 2000 companies.
• Work closely with customers to customize onboarding strategies that ensure rapid adoption and optimal integration of our platform into their existing systems.
  

Customer Adoption and Engagement

• Proactively monitor and analyze customer usage data to drive deeper engagement and utilization of the platform.
• Organize and lead training workshops and webinars to educate customers on the full capabilities of our solutions, ensuring they leverage all available features.
  

Expert Account Management

• Serve as the main point of contact for new clients during the onboarding phase, establishing robust relationships with key IT personnel and decision-makers.
• Regularly assess account health, providing insights and recommendations to both clients and internal stakeholders to enhance the product experience.
  

Feedback Loop and Product Advocacy

• Establish a continuous feedback loop with customers, gathering detailed insights on their experiences and challenges.
• Collaborate with the product development team to advocate for customer-driven enhancements and innovations based on real-world use and feedback.
  

Documentation and Reporting

• Maintain meticulous documentation regarding customer strategies, progress, and outcomes.
• Report on key performance indicators and success metrics to internal teams, providing actionable insights to guide future strategies.

Requirements

• Bachelor’s or Master’s degree in Information Technology, Business Administration, or a related field.
• Minimum of 5 years’ experience in customer success or account management, specifically within the SaaS or IT sector.
• Strong technical acumen with a deep understanding of IT infrastructure, preferably with experience in IT operations management.
• Proven track record of facilitating the adoption of complex software solutions among high-tier IT professionals.
• Excellent interpersonal, communication, and project management skills.