Onboarding Customer Success Manager

The Onboarding Customer Success Manager is a vital part of the Podium team. Responsible for the initial implementation and onboarding of new customer accounts. Responsible for the organization and management of account connections, integration fulfillment, tailored team trainings for all locations in any given account, resolving customer issues, and customer usage monitoring to bring about the successful completion of new customer implementation. The Implementation Specialist also has a major role in creating new processes internally and needs to be able to adjust quickly to changing circumstances. 

What you will be doing:

• Primary contact during first 60 days of new customer experience 
• Podium product expert
• Manage potential escalations within first 60 days
• Coordinate all account connections (product and integration related)
• Ensure product adoption through various outreach methods and health scoring of accounts
• Ensure effective hand-off to CSM’s after onboarding period is over
• Conduct full-team trainings for all locations in every account covering best practices
• Coordinating and responding to client issues
• Building new processes and working with different departments to create a smooth implementation experience

What you should have:

• 1-2 years of experience in a customer onboarding/implementation role (in SaaS is a plus)
• Exceptional written and communication skills
• Experience communicating directly with clients
• Proven track record of managing multiple concurrent projects with varying complexity levels
• Excellent problem solving skills
• Self-starter with prior experience navigating complex customer environments
• Ability to sort through large volumes of data and drive insights and results

What we hope you have:

• Bachelor’s degree.
• Experience with Gainsight and Salesforce

Benefits:

• Transparent culture
• Work from home
• Great opportunities for career growth
• Swag

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.