Onboarding Project Manager, Mid Market
Who we are:
KeepTruckin is on a mission to modernize the trucking industry. With the leading fleet management platform, we are bringing trucks online and fundamentally changing the way freight is moved on our roads.
At KeepTruckin, we see our hard work rewarded in tangible ways every day and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to impact and improve every facet of a trillion-dollar industry that touches everyone’s lives. KeepTruckin is proud to be a Forbes Cloud 100 company and recognized by Glassdoor as a “Best Place to Work” in 2019.
We are looking for people from all backgrounds who want to make an impact on the millions of drivers who keep our world moving. Together, we laugh hard, snack harder and work together to drive innovation at the intersection of tech and transportation.
About the Job:
The Onboarding Project Manager, Mid-Market is the expert responsible for the training and implementation of KeepTruckin hardware and software with our new and prospective clients. You will own the Onboarding project along with its metrics for success, including but not limited to Kick Off, Go Live, and CSM Handoff. You will strategically partner with Account Executives to engage prospective customers trialing our product and services. Throughout the 30-day trial, you’ll provide an expedited onboarding experience which includes training and partnering with an Account Executive to host weekly check-ins.
You will use your subject expertise and project management skills to guide clients through detailed and at times complex onboarding and drive initial adoption. This will include hosting kickoff calls to discuss and plan the implementation of new clients, hosting online training sessions, and ensuring the client is on track with their onboarding process. Furthermore, you will use this knowledge to actively provide a tailored onboarding experience and will proactively coordinate onboarding project completion across multiple internal teams.This role is ideal for an experienced individual who has the ability to grasp overall strategy while executing specific tasks within a process and can manage multiple clients at once.
Responsibilities:
- Define and maintain the onboarding program for clients based on our product initiatives
- Define, track and achieve key performance indicators for the onboarding program
- Owning the implementation process for assigned accounts which include: successful onboarding and training of the software to drive adoption by new clients
- Operating as the primary point of contact during the assigned clients onboarding phase
- Ensure the timely and successful completion of new client onboarding for all assigned accounts
- Monitoring client progress and activities to ensure adoption and timely Go Live
- Setting expectations with clients on deliverables related to their training and Go Live
- Hosting weekly virtual group training sessions for new clients
- Actively communicating with Customer Success Managers regarding client progress
- Collaborating with Customer Success Managers to ensure the client has both technical and strategic support
- Assisting with high severity requests or issue escalations as needed
- Participating in cross-functional groups to establish enhancements to communications, tools and products
Qualifications:
- 2-4+ years experience in a customer-facing role
- Strong business background including project management, account management, problem-solving, business planning, and analytical skills
- Excellent interpersonal, communication (both written and verbal), and presentation skills
- Experience in delivering client-focused solutions based on customer needs
- Experience in coordinating and project managing 3rd party integrations
- Demonstrated ability to communicate, present and influence credibly and effectively across all levels of the organization, including executive and C-level
- Proven ability to manage multiple projects at a time while paying strict attention to detail
- Prior experience in customer onboarding, training, implementation, project management, or other relevant experience preferred BA/BS degree or equivalent
- Familiarity with SFDC, Gainsight, Pendo, and Tableau is a plus
- BA/BS degree or equivalent work experience required
As an equal opportunity employer, we are committed to diversity in the workforce. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally recognized basis, including, but not limited to; race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.