Customer Onboarding Manager - (Implementation Project Manager) - Brazil

Job description

Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick. **About us** Insider One is the **#1 platform** that brings everything marketing and customer engagement teams need in one place so they can reach their peak potential and **become unstoppable.** Our story began with six desks and a vision to create a single platform to make industry-first technologies and emerging channels accessible to marketers worldwide. Today, Insider One is powered **by 1,500+ team members representing 50+ nationalities across 30+ offices**. With AI at its core and an integrated Customer Data Platform (CDP), **Insider One unites data, personalization, and journey orchestration across the most extensive set of natively supported channels**, including WhatsApp, SMS, Email, Web, App, and Site Search. We recently raised one of the largest funding rounds in the industry, **a $500M Series E led by General Atlantic**. We are backed by top-notch investors, including **Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst**, and trusted by 2000+ customers from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L’Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on. Insider One was congratulated for becoming one of the only **woman-founded, women-led B2B SaaS unicorns** in the world. Loved by customers, recognized by analysts, **we are the only vendor recognized as the #1 leader** in all the capabilities marketing and customer engagement teams need. Don’t just take our word for it — [see for yourself](https://www.gartner.com/reviews/market/multichannel-marketing-hubs/compare/product/braze-customer-engagement-platform-vs-insider-vs-salesforce-cloud). We consistently outperform and continue our leadership, and [the results speak for themselves](https://insiderone.com/insider-migration/). From day one, Insider One’s mission has not only been to build a world-class product company, but also to create one of the **most socially progressive technology communities** in the world. Through our social responsibility initiatives like *100 Social Responsibility Projects, AI Training for Teachers, Code Academy, SheCodes, SheLeads, and SheMarkables*, our community has committed to scaling its impact on our communities across 30+ countries, driving initiatives in health, education, farming, animal rights, and increasing women’s representation in STEM. Behind all these achievements is **an exceptionally talented, visionary team of overachievers** that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of 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.