Customer Success Onboarding Manager

4 days ago

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Duck Creek Technologies

WebsiteLinkedInAll Job Openings

Property and Casualty Insurance Technology • Policy • Billing • Claims • Rating

1001 - 5000

💰 $230M Private Equity Round on 2020-06

Description

• The Onboarding Manager is responsible for ensuring that the customer completes their go-live successfully and on time. • They act as the primary contact point for onboarding and go-live issues and questions and ensuring that the customer is fully equipped with all the relevant information required for a successful product adoption. • They work closely with the rest of the Customer Success team to achieve this. • Acts as the primary contact point for Onboarding/Go-Live issues/questions and interfaces between the Customer/SI partner, Success Manager and the OnDemand Operations team. • Works with the stakeholders and sponsors to ensure detailed contract understanding. • Participates and/or leads key governance meetings including Sales to Success Transition, Customer Kick-Off and Onboarding introduction. • Uses project management software to setup and refine project implementation & Adoption Playbook projects. • Facilitates customer Onboarding education through courses, follow-ups, tabletop reviews and refreshers. • Works closely with the customer to establish milestone and phase gate completion dates. • Identifies, reports and manages potential risks to customer project plan and works internally to implement and track mitigation plans. • Reviews Customer's Operational Readiness Plans and manages go-live activities. • Coordinates internal resources and leads customer go-live or cutover events. • Ensures appropriate adoption playbook tasks are completed on time. • Maintains go-live project health reporting. • Supports onboarding and go-live customer escalations. • Conducts project retrospectives to ensure continuous improvement. • Can work on multiple projects simultaneously. • Works closely with team members to ensure best practice for onboarding and customer success.

Requirements

• Bachelor’s Degree • Minimum of 8 years’ experience preferably in a similar, customer-facing role • Experience successfully leading projects and managing project teams of various sizes • PREFERRED: GUIDEcx / other project management tool experience • Articulate 360 Storyline or other learning tool experience