Customer Onboarding Manager
6 meses atrás
Come join a company who is a key leader in the industry scaling the next core commerce infrastructure and on the path from $100M to $500M Founded in 2012, Salsify helps brand manufacturers, distributors, and retailers in over 80 countries collaborate to win on the digital shelf. As the market leader globally, our products are shopper-centric, frictionless, and create memorable commerce experiences. Our products provide a competitive edge through experiences that improve brand trust, amplify product differentiation and assortments, increase conversion rate, improve profit margins, and speed time to market.
Learn how the world's largest brands, including Mars, L'Oreal, Coca-Cola, Bosch, and GSK, as well as retailers and distributors such as E.Leclerc, Carrefour, Metro, and Intermarché use Salsify everyday to stand out on the digital shelf.
At Salsify, we strive to embody an equitable, diverse, and inclusive company culture. We are united across countries, levels, tenures, and a host of other dimensions of diversity. We understand that while work is just one aspect of who we are, a truly inclusive culture accounts for the full authenticity of every single human being that works here.
**About the Opportunity**:
**RESPONSIBILITIES**:
Within the international and multicultural Onboarding department, and reporting to the VP Global Retail Success, your mission will be to manage the team and projects to ensure the growth and sustainability of the use of our solutions for our customers. More specifically, you will be:
Salsify is seeking a highly motivated and results-driven Manager Onboarding Projects and Communication to engage, enable and retain a portfolio of Salsify's customers in our scaled segment. The MO is ultimately responsible for the complete onboarding lifecycle for a portfolio of Salsify Retailers. This role is focused on ensuring that customers receive maximum business value from their community of Suppliers. The results of these interactions are customer satisfaction and retention.
**How you'll make an impact**:
- Ensures that Retail customers receive business value from their community of Suppliers with the product SupplierXM by focusing on onboarding, education and adoption measuring success and activities that increase Usage KPIs and satisfaction.
- Is responsible for the Onboarding projects success and recommends and carries out Onboarding projects and communication plans with their portfolio of customers
- Hires, coaches and develops Customer Onboarding associates and contribute to retain top talent
- Identify partners to build an external team that can deliver qualitatively and quantitatively to cover extra workload.
- Monitors exchanges and pushes for high quality standards assisting their teams with active listening, asynchronous monitoring and suggestions and also provides follow up dashboards (salesforce, BI).
- Reports on KPI's progression accurately, analyzing and correcting differences if they exist and define actions
- Increases customers' satisfaction, platform adoption and a clear articulation of Retail Success with the Customer Success Manager.
- Builds onboarding campaigns and analyzes the results of each campaign to define changes and "best practices"
- Creates engaging onboarding tutorials and trainings for both retailers and manufacturers
- Draws the most effective way to digitize onboarding journeys and proposes improvements of the process to change users' experience and improve our efficiency
- Works efficiently with tools such as: Intercom, Google Suite, Wordpress, Appcues, landing page, URL tracking, Gslide, etc.
- Occasionally, the Manager onboarding will collaborate during the pre-sales cycle to build sales proposal and help with a seamless transition and positive customer experience
**You'll Enjoy This Role If You Have**:
- 5 years of Management experience
- Marketing and digital experience
- Project management: ability to manage multiple projects at the same time
- Good relationship management: able to deal with clients and work cross-funtionally with several teams: Customer Success Managers, professional services, product
- Marketing: understanding of the challenges and needs of "retailers" customers in order to push them into communication campaigns for suppliers.
- Business school or communication school degree
- Can do attitude
- Retail experience is a plus
- Active listening (customer centric)
- Capable of understanding, articulating and prioritizing tasks
- Analytics
- Digital Communication skills
- Exceptional communication and presentation skills (Written and oral)
- Fluent in French and English as clients will be France based
**What you'll get from us**:
- A true startup experience in one of the fastest growing startup in Paris: no bureaucracy and daily successes that have a real impact on the business
- You will participate to the team's growth and the revolution of the CPG industry
- A fast-learning curve with growing responsibilities
- Working with dy
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