Gearset

Customer Onboarding Manager

Cambridge, Remote. Posted a month ago

The role

You will own onboarding projects end to end, acting as the lead point of contact to get customers live with Gearset. You will guide customers through a three to four month project phase using a consultative approach.

What you will do

  • Lead onboarding projects from close-win to go-live
  • Run technical deep dives to establish customer environments
  • Keep customers moving forward by following up on commitments
  • Own communication and manage stakeholders from admins to executives
  • Build robust onboarding plans at the outset of each engagement
  • Run effective product training and pipeline setup sessions
  • Work closely with CSMs, Customer Success Engineers and DevOps Architects
  • Identify and communicate key milestones, deliverables and measures of success
  • Take projects through hypercare, sign-off and handover

Required qualifications

  • Two or more years of onboarding or implementation experience at a SaaS business, in a technically-minded role
  • Experience running projects, setting plans, driving timelines and managing dependencies
  • Confidence working in complex technical environments spanning multiple systems and teams
  • Ability to manage stakeholders from hands-on admins to executive sponsors
  • Technically minded and quick to learn
  • Ability to explain complicated things simply

Nice to have

  • Experience onboarding enterprise or large, multi-team customers
  • Exposure to DevOps, version control or CI/CD, in any stack
  • Salesforce DevOps specifically
  • A background that straddles onboarding and customer success, where the tooling was complex

Benefits

  • Flexible home working
  • Personal development budget of up to £1500 per year
  • Top end hardware provided
  • Opportunity to join our Long Term Incentive Plan
  • Free lunch in the office
  • 25 days holiday plus bank holidays
  • Option to buy an extra 5 holiday days each year
  • Company Pension Plan (matching up to 5%)
  • Bupa health care
  • Enhanced family leave from day 1, including 26 weeks full maternity/adoption pay, OTE-inclusive
  • Bupa Menopause Plan offering specialist consultations and support
  • Life Insurance & critical illness cover

About the company

Gearset is a company where Customer Success is a core part of their DNA. They offer a high-trust environment with industry recognised training.