Customer Onboarding Manager, Split Software
$126-155k
+ Equity
More information about location
Feature delivery platform for engineering teams
Job no longer available
Feature delivery platform for engineering teams
201-500 employees
Job no longer available
$126-155k
+ Equity
More information about location
201-500 employees
Company mission
To empower teams to build better software, more efficiently, through the power of data.
Role
Who you are
- Experience: Proven experience and track record in customer success, onboarding, or account management in a SaaS company in delivering successful outcomes. Skilled in setting up efficient onboarding programs and proven value of SaaS tools for customers. Experience in DevOps, analytics, or experimentation tools is a plus
- Tools: Proficient experience with customer onboarding experience, project management, and/or customer success tools such as: Gainsight, Salesforce, Zendesk, Wrike, Rocketlane, GuideCX is heavily preferred
- Communication: Explain complex concepts in a clear and understandable manner, both in written and verbal communication. Be an active listener, capable of understanding customer feedback and concerns and translate them appropriately to team members (product, CSM). Excellent communication, training, and presentation skills
- Efficiency: Proven ability to streamline processes, manage time effectively, and produce high-quality results within set deadlines. Efficiency is your second nature
- Intuition: Exhibit an intuitive ability to optimize resources, whether they be time, personnel, or materials, in a way that maximizes efficiency. Capable of synthesizing information rapidly and making well-informed choices even in ambiguous situations
- Customer-centric Excellence: Passionate about delivering exceptional customer experiences, and devoted to providing outstanding customer experiences, with a relentless focus on customer satisfaction and time to value. Understand and empathize with the challenges, needs, and objectives of customers
- Dynamic adaptability: Thrives in a dynamic, fast-paced environment, embracing change with agility and ease. Results-driven and committed to achieving client success
- Success-Oriented: Committed to driving success and delivering measurable results through a results-driven approach. Demonstrates a methodical and detailed approach in all aspects of work
What the job involves
- As the Onboarding Manager, you will expertly guide our valued customers through the onboarding process.
- Reporting to the Director of Support and Services within our dynamic Customer Success team, you will lead the orchestration of customer onboarding, ensuring it's a flawless experience
- You'll have the opportunity to work closely with Sales, Support, Customer Success, and Product teams to create customized training, guidance, and support programs
- By owning the coordination and approach for customer onboarding, you'll lay the foundation for lasting success and forge an essential link in the customer adoption and utilization journey
- This role does not have direct reports
- Develop tailored, efficient and scalable onboarding strategies based off customer segments by understanding their profile, unique needs, and goals
- Collaborate with cross-functional teams, including Product Success, Learning & Development, and Support, to identify themes of customer need for training and knowledge, and streamline implementation and onboarding processes. You will partner with Product Success on content creation, but not be responsible for it
- Effectively translate objectives from Sales and Customer Success into well-defined customer objectives, accelerating the path to adoption and reducing time to value
- Take a metrics-driven approach, tracking key performance indicators such as time to adoption, achieving a 50% increase in efficiency, optimizing seat utilization, and more
- Develop onboarding plans featuring clear objectives and timelines for successful customer implementations, training, and engagements
- Provide expert guidance on best practices, workflows, and strategies to help customers achieve their business objectives
- Deliver engaging training sessions, workshops, and relevant documentation to educate customers on maximizing value from Split’s feature flagging, measurement, and experimentation tools
- Identify opportunities for enhancing onboarding processes by incorporating customer feedback, industry best practices, and internal insights
- Display a proactive approach to problem-solving by intuitively identifying issues and devising efficient solutions without constant guidance
- Be adaptable and willing to take on additional responsibilities as needed to drive efficiency, speed, and customer value
Our take
Digital companies must test and release new features at a rapid rate to scale and compete in today's economy. However, every experimental feature release must be meticulously assessed for risk and security breaches, a process which is time-consuming.
Split provides a platform for feature flagging and experimentation that aims to increase the rate that enterprises can test and release new features. This is achieved by providing tools that process automatic feature flags and impact calculations whilst maintaining integration with enterprise tools such as Slack, Jira and Datadog.
The company provides a free demo of the full platform in addition to a free version offering limited functionality. The feature flagging tool has seen widespread use, resulting in a 300% increase in use over the last year.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-13% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Aug 2021
$50m
SERIES D
Aug 2020
$33m
SERIES C
Total funding: $109.8m
Company benefits
- Highly-motivated teams working with the latest technologies
- Collaborative and remote inclusive work environment
- Competitive salary
- Company equity for all Splitters*
- Health insurance for you and your family group*
- Parental Leave*
- Flexible PTO and Volunteer time off*
- Annual Educational and monthly wellness stipends*
- Career Path based on your career goals
- Inclusive company events that highlight Split’s values and foster team bonding
Company HQ
Centennial, Redwood City, CA
Leadership
Trevor Stuart
(President)They worked at Morgan Stanley for over 3 years prior to working as a Technology Crossover Ventures Associate. After roles at RelateIQ and Salesforce for over 2 years, they co-founded Split in November 2015.
They worked for 4 years at SalesforceIQ before founding Split with Trevor in 2015. They have been CTO since, alongside being an Advisor at InOrbit.
Salary benchmarks
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