Customer Onboarding Manager

2 weeks ago

Singapore Braze Full time

At Braze, we have found our people. We're a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity - inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.

Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can't wait to meet you.

Our mission is to help customers grow by driving value, delivering world-class support, challenging the status quo and creating solutions for business needs and outcomes. We create long-term partnerships with our customers that are built on trust. We've got a talented team of One-Time Services experts dedicated to help customers get the most value out of Braze. We succeed by making others successful - providing a great customer experience, and we support each other along the way. To achieve this goal, we're looking for a passionate Customer Onboarding Manager.

**WHAT YOU'LL DO**

As a Customer Onboarding Manager for our One-Time Services team, you will own the critical early phase of the customer lifecycle, onboarding Braze's new clients. You will be responsible for rapidly understanding each client's business requirements and driving them to realise a fast time-to-value from their investment in Braze as efficiently as possible. Working alongside Customer Success Managers and Solutions Architects you'll project manage delivery of many onboardings against both CRM and technical requirements to achieve key client milestones efficiently as possible.

This is an opportunity to bring your extensive experience as a consultant, implementation expert, project manager, business analyst or client success professional along with a high level of curiosity and focus.

Core responsibilities:

- Project manage a portfolio of customer onboardings to successful outcomes, accelerating Time to Value
- Maintain and manage internal stakeholders in support of fostering a cohesive and compelling customer experience
- Engage with customer stakeholders to quickly understand their business and technical goals for using Braze, building credible relationships throughout the customer organization, from senior staff to Braze end users
- Effectively deliver engaging enablement training and workshops on both strategic and technical topics
- Take ownership of technical workstreams in onboarding projects and work directly with client side product and engineering stakeholders
- Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations
- Help drive early adoption, setting KPIs and success metrics for ROI
- Advocate customer business use-cases to product development
- Understand and document client scope, integration approaches and stakeholder roles & hierarchy to ensure successful transitions to the Customer Success Manager team after onboarding
- Contribute to the design and improvement of processes and materials that enhance efficiency and customer experience during onboarding
- Where required, coordinate effectively with client agencies and third parties to drive desired outcomes

**WHO YOU ARE**
- 2+ years experience in a client-facing work environment
- Experience with project management and technology implementation
- Have a high level of intellectual curiosity and the ability to constantly learn
- Excellent analytical, problem diagnosis and creative problem-solving skills with the desire and ability to identify, and help implement changes
- Ability to manage conflicting priorities and thrive in a fast-paced environment
- You're known for being a good collaborator and can motivate or maintain enthusiasm throughout the onboarding engagement
- You have demonstrated interest/experience in one or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc).

**WHAT WE OFFER**:

- Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country _here_. More details on benefits plans will be provided if you receive an offer of employment._

From offering comprehensive benefits to fostering flexible environments, we've got you covered so you can prioritize work-life harmony. Braze offers benefits such as:

- Competitive compensation that may include

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