Customer Onboarding Manager, Insider
AI-native omnichannel and customer engagement platform
Job no longer available
AI-native omnichannel and customer engagement platform
1001+ employees
Job no longer available
1001+ employees
Company mission
To help marketers deepen brand love with individualised, omnichannel customer engagement.
Role
Who you are
- Minimum 3 years experience in SaaS project management and client onboarding
- PM qualifications (Agile, PMP, Prince2) is a plus
- Strong written and verbal communication skills; business fluency in English
- Strong time and task management skills are a must
- Strong at Communication with Internal & External Stakeholders
- Delivering projects in a timely and qualified manner
- Understanding 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 an advantage
- Experience with other CRM, ERP / Marketing Automation platforms as an advantage
What the job involves
- The Customer Onboarding Manager is one of the first members of the post-sales team to work with new and existing clients
- The Customer Onboarding Manager is responsible for transitioning our clients from the sales process through onboarding and implementation of their new platform, while reinforcing the Insider vision of true 1-to-1 personalisation driven by the client’s data
- Responsible for understanding client’s business requirements and use-cases, managing project delivery, and ensuring accelerated time-to-value realisation from their investment in Insider
- It is critical during this initial period that our new clients are enabled and empowered to use the platform to its fullest potential
- The Customer Onboarding Manager is the key member of the Onboarding team
- They are responsible for ensuring smooth, timely, and complete Insider platform adoption and client confidence in their new system
- Using a combination of hands-on approach with strong project management principles and technical knowledge, the Customer Onboarding Manager will be responsible for providing technical guidance to the client
- Supporting clients through setup while having a full understanding of the client's application environment and data in order to provide optimal solution design recommendations for integration in a timely and impactful manner
- Project manage customer onboardings to successful outcomes, accelerating Time to Value, growing and retaining customers
- Collaborate with internal technical resources to empower and train customers to use Insider’s platform and powerful features as efficiently as possible
- Establish credible relationships with all levels of the customer organization, from senior managers to end users of Insider, to understand their business and technical goals for using Insider
- Help drive early adoption, setting KPIs and success metrics for ROI
- Advocate customer business use-cases to product development
- Ensure successful transitions to the Customer Success Manager team after onboarding by understanding and documenting client stakeholder roles and hierarchy
- Enhance customer experience during onboarding by designing and continually improving processes and materials
- Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations
- Responsible for establishing client’s trust and confidence in Insider platform
- Help drive early adoption, setting KPIs and success metrics for full ROI attainment
- Where necessary, coordinate effectively with client agencies and third parties to drive desired outcomes
- Ensure highest deliverable quality and client satisfaction to streamline the post-onboarding transition to the Customer Success & Support teams
- Where applicable, coordinate with the development team to ensure the custom development is up to standard and meets client expectations
- Understand and document client stakeholder roles within an account to ensure smooth & successful transition to the Customer Success Manager team after onboarding
- Own project and assume responsibility for successful project implementation while working closely with internal and external stakeholders
- Facilitate exceptional user-enablement training and workshops
Our take
There are many companies in the marketing industry claiming that they provide multichannel digital marketing tools. In most cases customer data sits in silos, thus, those companies are unable to provide clients with multichannel tools that maximise their marketing ROI. Insider is setting out to change this by using AI to connect customer data across channels and systems, improving the customer engagement experience for its clients as well as their customers.
Unlike its larger competitors in this space such as Salesforce, Insider's AI-based technology is able to integrate data from a wide range of marketing channels both online and offline. This allows its clients to better coordinate marketing campaigns across different channels and make more accurate predictions about customer behaviour.
Insider counts over 1,200 leading brands among its clients, including L'Oreal, Virgin, Santander, Singapore Airlines, Samsung and IKEA and has enjoyed substantial funding rounds. The unicorn company has focused on accelerating its growth through strategic mergers and acquisitions (recently acquiring MindBehind) while expanding its partnerships.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
12% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Nov 2024
$500m
SERIES E
May 2023
$105m
GROWTH EQUITY VC
Total funding: $772.3m
Company HQ
Soho, London, UK
Leadership
Arda Koterin
(Co-Founder & Chief Customer Officer)Studied Economics and Management at The London School of Economics and Political Science. Previously an Account Representative at Procter & Gamble and a Marketing Associate at Colgate Palmolive.
Hande Cilingir
(Co-Founder & CEO)Studied Economics & Management at London School of Economics and Political Science. Previously a European Regional Director at Torlin Chemicals and a Marketing Manager at Starmall.
Mehmet Sinan Toktay
(Co-Founder & CTO)Studied Computer Engineering at Istanbul Technical University. Previously an Oracle Technical Consultant at Natica IT Consulting.
Muharrem Derinkök
(Co-Founder & CPO)Previously a Business Intelligence Analyst at Turkcell, a VHDL Developer at Techneon, and a Research and Development Project Engineer at Eclipse Information Technologies.
Okan Yedibela
(Co-Founder & Senior Software Architect)Studied Computer Programming at Kadir Has University, and then became a PHP Developer at Rocket Internet Turkey & MENA.
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