Customer Onboarding Manager

XM Cyber is a global leader in hybrid cloud security. XM Cyber brings a new approach that uses the attacker’s perspective to find and remediate critical attack paths across on-premises and multi-cloud networks. The XM Cyber platform enables companies to rapidly prioritize and respond to cyber risks affecting their business-sensitive systems.

As a Customer Onboarding Manager (COM) is the face of XMCyber to our new customers, He plays a critical role in their long-term success. The COM helps new customers realize value from XMCyber Platform quickly, setting them up for long-term success by enabling them to utilize and adopt XMPlatorm in their company effectively.

Responsibilities

• Manage a portfolio of onboarding projects, ensuring that the projects are consistently delivered on time and with quality.
• Managing, assigning, and conducting onboarding meetings, product demos, company presentations, and customer training.
• Partner with customers to understand their business processes, deployment goals, and requirements and provide product information to serve those goals.
• Effectively manage all project communication, both internally and externally.
• Educate and enable customers on XM products and best practices. Work with the team to optimize their product setup for the quickest path to success.
• Collaborate with the team, identify and eliminate roadblocks that can be deployment risks, and coordinate with internal resources to ensure resolution.
• Work close with CSM and Sales to ensure smooth hand-offs through the customer journey.
• Educate customers and work with the team to optimize their product setup for the quickest path to success.
• Find solutions for optimizing the customer onboarding process and collaborating with the team to implement them.
• Collaborate with the team and create a process to identify and eliminate roadblocks regarding customers’ goals.
  
  

• 2+ years of experience in customer onboarding, customer service, or customer success
• Experience in SAAS organization
• Good interpersonal skills
• Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues
• Strong analytical and goal-oriented mindset backed by basic-to-advanced project management skills
• Ability to de-escalate customer support requests and maintain a positive, goal-driven customer relationship
• Advanced IT knowledge and capabilities and ability to learn new software tools
  
  

• Computer Science degree or equivalent
• Language Skills: German, Franch or Italian