Technical Onboarding Manager

3 weeks ago

San Francisco, United States XOPS Full time
We are looking for a highly organized and results-driven Technical Onboarding Manager to join our team in the enterprise software industry. As a Technical Onboarding Manager at XOPS, you will play a pivotal role in ensuring the efficient and smooth delivery of our software solutions to IT professionals and enterprise clients. Your ability to bridge the gap between technical and non-technical teams will be essential for success in this role. An interest in IT automation is a strong plus. If you are a proactive leader with a passion for delivering innovation via autonomous systems, and experience working with enterprise clients, we want to hear from you.

You will be accountable for guiding and supporting our enterprise clients through the technical onboarding process. You will play a vital role in ensuring a smooth and successful implementation of our SaaS platform and solutions, ultimately leading to increased adoption, customer satisfaction, and retention.

Key Responsibilities:

  • Customer Onboarding: Lead the technical onboarding process for new enterprise clients, including understanding their specific requirements, technical infrastructure, and objectives. Ensure each customer is onboarded properly, completely, and within the designated timeframe. This position is accountable for the outcome of successfully onboarding new enterprise customers for the company
  • Configuration: Work closely with clients to configure our SaaS solutions to align with their business needs, providing technical expertise and recommendations
  • Technical Training: Conduct in-depth training sessions for clients to ensure they have a strong understanding of the software's functionality and features, as well as how to effectively use and manage the platform
  • Project Management: Develop and manage project plans, timelines, and milestones to ensure successful onboarding, tracking progress, and proactively addressing any roadblocks
  • Issue Resolution: Address technical issues, troubleshoot problems, and collaborate with cross-functional teams, such as product development and support, to provide timely solutions
  • Documentation: Create and maintain comprehensive onboarding documentation, best practices, and knowledge resources to support clients and internal teams
  • 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 and ensuring their ongoing satisfaction

Requirements

  • Bachelor's degree in a related field (e.g., Computer Science, Information Technology)
  • Proven experience in technical onboarding, customer success, or a related role within an enterprise SaaS company
  • Strong understanding of SaaS solutions, software configuration, and technical support
  • Exceptional project management skills, with a demonstrated ability to manage multiple client onboarding projects simultaneously
  • Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical stakeholders
  • Problem-solving and troubleshooting capabilities
  • Strong team collaboration and customer relationship management skills
  • Self-starter, professional, and driven

Preferred Qualifications:

  • Relevant certifications (e.g., PMP, ITIL, or related industry certifications)
  • Experience with CRM software and project management tools
  • Previous experience working with enterprise clients

Benefits

XOPS is an equal opportunity employer and welcomes candidates from all backgrounds.

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