Customer Onboarding Manager

SVT’s Customer Journey extends to the left and well to the right of the point where a sale is executed. One of the first steps once a sale closes is deployment – where a solution is designed, implemented, and put into production at a customer site.  They say first impressions go a long way, right? Be part of the team that gets to set the stage for our customers’ first interactions. Our Onboarding team is customer and partnership obsessed and is focused on ensuring all customers have a delightful experience joining SVT.

About the Role: Customer Onboarding Manager

• Assist paying clients to quickly setup and launch their accounts. The position acts as the success manager for clients that have transitioned from Sales, ensuring that each milestone to reach account launch is completed on time and effectively
• Own the client relationship during onboarding, answering client questions, taking any requested phone calls and leading any specialized trainings. 
• Ensure the client is set up for success by understanding the specific client’s business and advising on best practices and key features that align with their goals, needs, and integration
• Work closely with their Team Leads to ensure all necessary tasks are completed during the setup phase. The OM will be responsible for following the onboarding process and escalating any issues to their Team Leads.
• Work hand in hand with Onboarding Solution Architects to ensure the technical implementation is designed, delivered, integrated, tested, and validated in a successful, expeditious manner
• Champion improved onboarding and activation tools such as improvements/reports/dashboards, project plans, guidelines, documents, training, internal documentation etc.
• Responsible for a portfolio of new accounts including launching, following defined onboarding process, and ensuring metrics are accurate.
• Launch client by billing start date and until they reach the point of first value
• Track activity and update client records
• Track critical client account and business information is captured and documented to ensure a smooth transition to success

Required skills/qualifications:   

• 1+ years experience managing WMS (Warehouse Management Systems) projects required
• 4+ years of high tech project management experience
• Experience in logistics, supply chain, warehousing, 3PL or working with an integrator
• Ability to analyze and think quickly and to resolve conflict
• Proven experience executing in a fast-paced work environment, effectively switching gears between dealing with several clients via different communication
• Ability to work within a team
• Excellent communication, interpersonal and influencing skills
• Obsession with Customer satisfaction
• Ability to adapt to a changing environment
• Self-motivation and ability to stay focused in the middle of distraction
• Experience in industrial automation and/or supply chain automation or previous experience working with an integrator

You get bonus points for having:   

• PMP
• Degree in Industrial Automation, Engineering or Supply Chain 
• Start-up experience