Customer Onboarding Manager

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

• Experience with networking - Advantage 
• Experience with cyber security - Advantage 
• Fluent in either of the following languages: Spanish, French 
• Knowledge in Salesforce - Advantage 
• PMP or other relevant certifications