Onboarding Manager, Figma

• You are an excellent communicator and project manager with a passion for customers, and we can’t wait to meet you!
• 4-6 years of experience in a customer facing role working with technical products
• B2B SaaS experience with a technical product
• Proven project management skills and experience working with multiple customers concurrently
• Excellent oral and written communication skills
• Experience speaking to customers representing different personas across both function and seniority
• Consultative approach; ability to navigate complex business needs and technical requirements
• Written and spoken fluency in English and German

Desirable

• As an Onboarding Manager, you’ll partner with our largest customers and help set them up for immediate success by leading them through a clearly defined onboarding process
• As an early member of the team, you’ll work closely with Customer Experience leadership to help evolve our end-to-end customer experience strategy
• You’ll build and leverage key cross-functional relationships across Sales, Marketing, and Product Support as you deliver an exceptional onboarding experience
• You’ll use metrics, customer feedback, and direct experience to help identify new initiatives and materials needed to better engage and support our customers
• Own and manage the onboarding process for our largest customers from pre-sales through successful onboarding closeout
• Partner closely with Account Executives to ensure smooth customer handoff experience
• Understand customer goals and successfully manage their onboarding timeline towards value
• Work with Solutions Consultants, Design Advocates and Product Support to effectively execute against the customer onboarding process
• Report on metrics and customer feedback to assess the impact of successful onboarding and to help identify new customer initiatives and product opportunities
• Develop content and enablement resources for customers to use for training/education and to help accelerate product adoption
• Understand and consult on product and industry best practices in order to act as a trusted advisor to our customers and inspire new possibilities using our product