Job description

Description

XM Cyber is a global leader in hybrid cloud security. XM Cyber brings a new approach that uses the attacker’s perspective to find and remediate critical attack paths across on-premises and multi-cloud networks. The XM Cyber platform enables companies to rapidly prioritize and respond to cyber risks affecting their business-sensitive systems.

Our Customer Onboarding Managers (COM) are the face of XM Cyber to our new customers, during their onboarding phase; they play a critical role in their long-term success. The Customer Onboarding Manager helps new customers adopt and realize value from the XM Cyber platform quickly and effectively, setting them up for long-term success.

Responsibilities

Manage a portfolio of onboarding projects, ensuring that the projects are consistently delivered on time and with quality
Managing, assigning, and conducting onboarding meetings, product demos, company presentations, workshops, and training
Partner with customers to understand their business processes, deployment goals, and requirements and provide product information to serve those goals. Work closely with clients to configure our SaaS solutions to align with their business needs, providing technical expertise and recommendations
Project Management: Develop and manage project plans, timelines, and milestones to ensure successful onboarding, tracking progress, and proactively addressing any roadblocks. Effectively manage all project communication, both internally and externally
Educate and enable customers on XM products and best practices, drive the onboarding to deliver fast time to value
Collaborate with the team, identify and eliminate roadblocks that can be onboarding risks, and coordinate with internal resources to ensure resolution
Issue Resolution: Address technical issues, troubleshoot problems, and collaborate with cross-functional teams, such as product development and support, to provide timely solutions
Feedback and Improvement: Gather client feedback and insights to improve the onboarding process and provide recommendations for product enhancements
Customer Relationship Management: Build strong, lasting relationships with clients, serving as the primary point of contact during the onboarding phase
Work closely with CSM and Sales to ensure smooth hand-offs through the customer journey

Requirements

Minimum 4+ years of experience in customer onboarding, customer service, support, account management, or customer success
Experience working for a SaaS company - Must
Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues
Strong presentation skills to all levels on the customer side
Strong analytical and goal-oriented mindset backed by project management skills
Ability to de-escalate customer support requests and maintain a positive, goal-driven customer relationship
Managed/onboarded fortune 500 customers
Highly technical and like to get their hands dirty
Have the ability to identify upsell/cross sell opportunities.
Managing a portfolio of fortune 500 customers onboarding delivering on time and with quality.
Ability to execute projects in Agile and waterfall methodologies
Fluent German in English, reading and writing - Must

Advantage