Program Manager, Scale Onboarding (London, United Kingdom)

Overview

In this role you will design and drive scalable onboarding for a high-volume base of commercial customers, partnering with sales, marketing and enablement to operationalize the program. You’ll shape processes, materials and metrics to improve adoption and closeouts while aligning with international-by-design expansion effort. You’ll work with cross-functional teams to deliver impactful onboarding experiences and identify new opportunities to support customers and product adoption. This is a high-impact, program-management position at a fast-growing design platform.

Responsibilities

• Own and manage scale onboarding programs for a high volume of commercial customers
• Collaborate with sales, marketing and enablement to evangelize the onboarding program
• Guide customer goals and drive onboarding closeout at scale
• Partner with Marketing, Operations and Sales to build and optimize scalable customer programs
• Report on metrics and customer feedback to assess onboarding impact and identify new initiatives
• Develop content and enablement resources for training and accelerating product adoption
• Advise on product and industry best practices to inspire new use cases for the product

Key requirements

• 4+ years in a relevant role, preferably in B2B SaaS
• Experience onboarding or implementing technical products for many customers
• Proven ability to manage multiple customers and drive outcomes through programs
• Strong time management and organizational skills
• Comfort presenting to diverse customer personas and leading large-scale customer webinars with marketing

• excellent communication
• project management
• cross-functional collaboration
• onboarding program design and execution
• content and enablement material development
• metrics collection and analysis

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