Customer Onboarding Manager

4 semanas atrás

São Paulo, Brasil Insider Tempo inteiro

Overview

The Customer Onboarding Manager is one of the first members of the post-sales team to work with new and existing clients. The Customer Onboarding Manager is responsible for transitioning our clients from the sales process through onboarding and implementation of their new platform, while reinforcing the Insider vision of true 1-to-1 personalisation driven by the client’s data. Responsible for understanding client’s business requirements and use-cases, managing project delivery, and ensuring accelerated time-to-value realisation from their investment in Insider.

It is critical during this initial period that our new clients are enabled and empowered to use the platform to its fullest potential. The Customer Onboarding Manager is the key member of the Onboarding team. They are responsible for ensuring smooth, timely, and complete Insider platform adoption and client confidence in their new system.

Using a combination of hands-on approach with strong project management principles and technical knowledge, the Customer Onboarding Manager will be responsible for providing technical guidance to the client. Supporting clients through setup while having a full understanding of the client\'s application environment and data in order to provide optimal solution design recommendations for integration in a timely and impactful manner.

Qualifications:

  • Understanding of Google Dialogflow, IBM Watson, Microsoft Luis and OpenAI GPT is an advantage
  • 3+ year experience in SaaS project management and client onboarding
  • PM qualifications (Agile, PMP, Prince2) is a plus
  • Strong written and verbal communication skills (English & Native Language)
  • Strong time and task management skills are a must
  • Strong at Communication with Internal & External Stakeholders
  • Delivering projects in a timely and qualified manner
  • Understanding of webhooks and API
  • Exposure to and understanding of AI driven product recommendation tools and algorithms is an advantage
  • A bachelor’s degree
  • Ability to analyze and interpret chatbot data to run retrospectives and evaluations to continually assess and identify areas for improvement
  • To juggle multiple tasks at the same time with superior project and time management skills. And a keen eye for detail
  • Cherish one of our core ethos: care. You’ll need to care for our clients and make sure they feel at home with our products and our assistance
  • Have the ability and flexibility to work in a fast-paced startup environment
  • Having a solid understanding of chatbots is not necessary but would definitely be a plus

Responsibilities:

  • Handling all chatbot assistant processes from integration to live with the responsible Customer Success Manager/Account Lead
  • Preparation of the assistant\'s map on chatbot product panel based on the designed experience and scenarios
  • Conducting AI tests
  • Preparation of reports as agreed with the brand within the Account Lead information
  • Involvement in chatbot development and tracking processes
  • Conducting AI-Based Chatbot Data studies
  • Keeping brand documents and flow documents up to date
  • Completion of tasks assigned in Jira by managers within the specified time frame

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

Please follow Insider on LinkedIn, Instagram, YouTube, and Medium.

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