Onboarding Manager at sitetracker

The Opportunity As an Onboarding Manager at Sitetracker, you'll join an extremely high-functioning Customer Success organization, playing a pivotal role in ensuring our customers not only achieve a successful go-live but also thrive throughout their critical adoption journey. This is a unique chance to drive significant change for our customers, enabling them to confidently leverage Sitetracker, realize value rapidly, and achieve measurable ROI, all while experiencing constant growth challenges and opportunities. You won't just oversee timelines—you'll drive enterprise-level impact, shaping how our customers transform their operations and maximize their investment. What You'll Do You will be responsible for orchestrating the initial success and long-term value realization for our customers by ensuring they are fully prepared and proficient with Sitetracker. Your focus will be on driving immediate customer value through robust Customer Success practices, coupled with the technical aptitude to address queries and bridge minor technical gaps, facilitating seamless adoption and quantifiable impact. This involves proactively creating, maintaining, and executing comprehensive success and account plans that clearly demonstrate ROI, articulate business value, and align with Sitetracker-driven strategies. You will skillfully navigate complex customer organizations, conducting in-depth discovery to promote widespread account adoption and foster organic growth. Furthermore, you will engage in direct and candid conversations with customers to ensure unwavering alignment and engagement, proactively partnering cross-functionally to address any identified gaps, mitigate churn risks, and continuously optimize the overall customer experience. Your day-to-day will involve a blend of strategic planning, consultative interactions, and technical guidance, all aimed at empowering customers to confidently achieve their business. objectives with Sitetracker. The Skills You'll Have Core Onboarding Manager skills: -Uses evaluation, judgment, and interpretation to select the right course of action. -Works independently, with work reviewed at critical points, demonstrating strong personal project management skills. -Creates and executes comprehensive account and success plans, driving customer-focused initiatives. -Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining results. -Proactively anticipates issues and blockers that could impact the organization in the near future. Improving customer experience and satisfaction, including stakeholder management: -Provides a high-touch customer engagement that ensures continuously increased value from Sitetracker. -Communicates effectively to key stakeholders when called upon, incorporating constructive feedback. -Engages confidently with all levels of a customer organization, maintaining appropriate cadence for diverse audiences. -Drives efficiencies in the team by advocating for process improvements and tools that better engage customers. -Proactively shares information, actively solicits feedback, and facilitates communication for multiple stakeholders. Demonstrating 'Business Value Realisation' (BVR), and contract value: -Identifies business value metrics specific to customer business processes, tying them directly to Sitetracker value. -Builds jointly-owned success plans with defined adoption milestones, aligning executives around usage and outcomes. -Confidently demonstrates the product in a way that reinforces embedded value, clearly linking engagement to measurable ROI. -Consistently identifies and benchmarks new, creative, customer-specific business value metrics and KPIs. -Proactively mitigates adoption risks to protect retention and expansion, showcasing high-level strategic foresight. Technical Aptitude: -Builds stable working relationships internally, both within and across teams. -Communicates industry knowledge and best practices to the customer based on previous customer experience. -Applies prior experience in technically focused roles (e.g., pre-sales, solutions engineer) to support customer queries and bridge small technical gaps. -Serves as an internal consultant for industry updates and preferred Sitetracker methods of interaction. -Develops the aptitude to articulate Sitetracker architecture, object relationships, and platform features, becoming a trusted technical advisor. Within 90 Days, You'll: • Successfully onboard a portfolio of customers, establishing strong foundational relationships and initiating the creation of comprehensive success and account plans. • Begin to conduct thorough discovery within customer organizations, identifying key use cases, adoption opportunities, and initial business objectives. • Proactively engage in direct conversations with customers, ensuring alignment on key priorities and establishing clear communication channels. Within 180 Days, You'll: • Demonstrate measurable progress on customer success plans, actively tracking and reporting on ROI and Sitetracker-driven business value for your assigned portfolio. • Skillfully navigate complex customer organizations to drive broader platform adoption, proactively addressing any identified gaps and mitigating potential churn risks. • Become proficient in delivering compelling Sitetracker demonstrations, tailored to specific customer use cases and stakeholder levels, showcasing tangible value. Within 365 Days, You'll: • Be a trusted strategic advisor to your customers, consistently driving significant Sitetracker adoption and expansion opportunities that align with their long-term business objectives. • Independently manage and proactively course-correct the end-to-end customer experience, turning detractors into champions and maximizing contract value. • Influence internal processes and advocate for customer needs, contributing to the evolution of Sitetracker's Customer Success strategy and product roadmap.