Onboarding Manager

We Are Gimmonix 

Gimmonix is a rapidly growing SaaS company seeking talented, experienced professionals to join our innovative, elite, and agile team. Join us and be part of a cutting-edge Travel Technology company developing cloud-based technologies integrated with over 200 travel partners, including top brands like Booking.com and Expedia.

Role Overview As an Onboarding Manager, you will play a pivotal role in managing and refining the customer onboarding process, ensuring seamless transitions from sales to active product usage. 

You will collaborate with the Customer Success, Customer Support, Delivery, and Product teams to oversee and enhance the onboarding process and ensure that customers achieve optimal value from Gimmonix’s suite of solutions.

Responsibilities:

• Lead and manage the delivery-focused customer onboarding process across the organization.
• Identify and implement process improvements to streamline and optimize customer onboarding, collaborating with the team for onboarding flow implementation.
• Educate customers and work with the team to optimize new client’s product setup for the quickest path to success.
• Understand customer context, oversee goals, and provide product information to serve those goals best. 
• Develop a deep understanding of customer objectives and align onboarding strategies to meet those goals effectively.
• Proactively collaborate with cross-functional teams to create and refine a process that removes obstacles & roadblocks and accelerates customer outcomes.
• Provide materials to help customers learn best practices to achieve their desired outcomes. Develop and distribute resources and best practices to support customer education and product usage.
• Manage high-intensity workloads while maintaining a focus on project timelines and customer satisfaction.

Requirements:

• Minimum 2 years of experience in customer onboarding, customer service, support, account management, or customer success. Customer success courses/training is a plus.
• 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 project management skills.
• Ability to de-escalate customer support requests and maintain a positive, goal-driven customer relationship.
• Fluent in English, reading and writing
• PMP or other relevant certifications are advantageous.