Customer Onboarding Manager- Sea

7 months ago

Jakarta, Indonesia WebEngage Full time

**About us**:
WebEngage is a customer data platform and marketing automation suite that makes user engagement and retention simplified.A 10 year vintage rock solid SaaS play growing near-profitably on the back of great product and service experience. Offers a single dashboard solution to consumer companies to unify and analyse their customer data, engage with customers across multiple channels and personalise every message including in-line content on the web / mobile apps. We work with thousands of brands worldwide, across industries like E-Commerce, Edtech, Fintech, Foodtech, Media & Publications, Gaming, BFSI, Healthcare, and Online Retail. One of the hottest global SaaS companies, we’ve been recognized by G2 as a Marketing Automation Leader in Asia 2021.

**About the role**:
A strategic position that allows you to be the main point of contact for mid-market & enterprise clients overseeing all processes during the onboarding and implementation phase to maximize the ongoing relationship. As a Customer Onboarding Manager, it will be your reasonability to gather the requirements from some pretty senior-level executives to which then you will implement this fantastic product into some of the largest businesses out there. This involves mapping out customer processes, configuring the software, and working both with customer stakeholders and the internal team.

**Essential Functions and Responsibilities**:

- A client-facing, consultative approach to business with the main goal of benefitting both parties
- Responsible for managing the product implementation and integration
- Working with clients, running workshops, and project meetings
- Ensuring that the product is delivered to agreed scope and timelines, with customer satisfaction on the quality of work
- Reporting KPIs on a weekly basis
- Planning and forecasting resource requirements based on future demands
- Implementing methodology and best practices to continue to develop and scale the delivery of this product
- Developing and executing strategies for leveraging data and running projects with customers to help improve their processes and use data to help drive product development
- Training relevant stakeholders from the client’s team to ensure they understand and are able to use the product to see the value and determine ROI from our product
- Oversee multiple projects and ensure onboarding timelines are met
- Assist with challenging client requests or issue escalations as needed

**Knowledge, Skills, and Abilities**:

- Master’s degree in business administration or related field
- Bachelor’s degree in Computer Applications/IT or an equivalent combination
- 4 to 6 years Project Management or Business Analyst experience (preference given to those with project management experience in B2B SAAS Industry)
- Working knowledge of digital marketing, marketing automation, SAAS implementation, campaign management
- Knowledge on which flavor of Agile to use and when to use it
- Experience managing projects with multiple stakeholders, running meetings/conference calls and smaller workshops with Mid-Market or Enterprise Client
- Strong working knowledge of CRM/CDP management systems
- Basic conceptual understanding of data flow through API, Webhooks, SDK, GTM will be advantageous
- Proficiency in Bahasa and English is a must

**Life at WebEngage**:

- We take transparency very seriously. Along with a full view of team goals, get a top-level view across the board with our monthly & quarterly town hall meetings
- A highly inclusive work culture that promotes a relaxed, creative and productive environment
- Practice autonomy, open communication, growth opportunities, while maintaining a perfect work-life balance
- Go on company-sponsored offsite, once a year and blow off steam with your work buddies (Post Pandemic)

**Perks & Benefits**:

- Learning is a way of life. Unlock your full potential backed with cutting-edge tools and mentorship (Macbook for Engagers)
- Get the best in class medical insurance (with Covid Care facilities), programs for taking care of your mental health, and a Contemporary Leave Policy (beyond sick leaves)

**Explore more here**:
Think you fit the bill? Come along, let’s redefine the future of Marketing Automation

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