Customer Success Manager, Onboarding Accounts

| San Francisco
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Email is the universal communication tool for work. It’s where you discuss work, answer questions, and talk to all of your customers, vendors, and partners. But email wasn’t designed for business and hasn’t evolved with the way you work with a team. So you’re dropping the ball, missing important context, and relying on dozens of siloed apps just to get the job done.

With more than 6,000 customers Front is reinventing the inbox so people can accomplish more together. We’ve created one place where you communicate internally and externally, gain context about customers and projects, and access all your other tools so you can be more efficient, more fulfilled, and ultimately happier at work.

Front was featured in Forbes’ Next Billion-Dollar Startups 2019, The New York Times’ The Next Wave of ‘Unicorn’ Start-Ups, Zapier’s Apps at Work Report: The Fastest Growing Apps of 2019, the Bay Area’s Great Places to Work, and of course Glassdoor.

We’re looking for an Onboarding Manager to join our Client Onboarding Team within the Customer Success organization. As an Onboarding Manager, you will work with our recently closed customers and ensure that our customers are implementing optimal workflows and set up. You will have a select group of accounts to onboard and will be responsible for making sure every customer is successfully onboarded in a timely manner. This position will work closely with Success, Support, & Product and is ultimately the main person responsible for the initial deployment of a customer.

This position will be based in our San Francisco HQ.

What will you be doing?

  • Serving as the main point of contact for first 90 days to ensure a successful onboarding process to the Front
  • Spearhead, create and drive full project implementation plan per each customer you onboard
  • Consult and prescribe optimal structure and workflow per each customer and team 
  • Ensuring all customers complete the required technical setup in a timely manner
  • Train and educate customers on how to effectively utilize Front
  • Create documentation to help scale onboarding efforts
  • Proactively communicate onboarding risks, delays, and priorities to all stakeholders
  • Manage and mitigate change management for customers deploying Front and mitigate early risks for onboarding deployments
  • Surface onboarding blockers and trends to improve overall set up and onboarding experience
  • Partner with respective CSM, AM and AE to nurture customer relationship
  • Be a Front product expert and proactively learn new product behavior and flows

What skills and experience do you need?

  • At least 3 years of experience in Onboarding, Implementation, Customer Success or Account Management in a SaaS company
  • Deep knowledge of SaaS products and services
  • Proven track record of deploying large scale implementations with highest level of customer service, efficiency and accuracy 
  • Experience managing change management for customers ranging from SMB, MM to Enterprise levels
  • Proven track record of managing multiple concurrent projects with varying complexity levels
  • Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users.
  • Comfortable giving presentations to groups of any size & audience - from every day end-users of the app to a high level executive.
  • Great problem solving skills, taking a consultative approach to finding the best solution
  • Curiosity, Grit, Persistency
  • B.A. or B.S. Degree

What makes you a great fit?

  • You’re great at aligning expectations with customers
  • You’re able to help customers focus on the bigger picture and what matters most 
  • You’re able to understand additional opportunities while staying on track with deployment 
  • You have finesse in how you speak with customers
  • You’re able to think outside of the box and creatively solution for customers
  • Customers and teammates love working with you
  • Be a part of our dynamic Onboarding team and use your creativity to help our customers power the heart of their business! 

Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

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Location

The Front San Francisco office is located in SoMa – close to the Financial District, Cal Train, Oracle Park and more.

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