Customer Success Onboarding Manager

at  SysAid Technologies

At SysAid, we’re on a mission to empower organizations by putting AI to work for them. As a fast-growing SaaS company, we serve over 4,000 customers across 140 countries, helping more than 9 million users enhance their productivity every day. Our innovative Service Management platform is transforming how businesses operate globally.
As our Customer Success Manager—Onboarding, you will be responsible for onboarding new SysAid customers and setting them up for immediate success by facilitating the implementation process.
Working closely with our Sales, Professional Services, Customer Success, and Customer Care teams, you will use your strong communication and technical skills to support new customers. Your primary responsibility will be to own the onboarding and enablement experience, provide the best possible “first impression,” and help them realize the value that SysAid brings to their business.
As a CSM Onboarding Specialist, you will be the first point of contact for any new customer and will own the responsibility of the onboarding process. By coordinating activities, allocating resources, and facilitating the resolution of technical problems, you will ensure a timely and efficient adoption of the SysAid solution.

SysAid prioritizes delivering an outstanding customer experience and this is the first step in the process. To be successful in this role, the CSM Onboarding needs to:

• Thrive in helping customers,
• Possess excellent communication skills via phone and email.
• Can learn quickly new technologies and communicate those concepts to customers with varying degrees of technical expertise.
• Own a collaborative approach as a key factor in this role. It is expected to contribute ideas and improvements to the overall onboarding process

The ideal candidate is experienced in SaaS, who loves helping customers and is comfortable with technical and highly configurable SaaS solutions. Attention to detail, strong communication skills, and a customer-centric orientation are required.

Requirements:

• Promote a “customer first” approach at all times.
• Become an SysAid domain expert.
• Understand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding process.
• Track and hit key implementation milestones.
• Schedule “Kick-Off” and other regular meetings to walk the customer through our implementation process;
• Review expectations, requirements, and timeline
• Work with the Professional Services team to prepare the project plan and ensure to highlight of major milestones
• Maintain a high level of engagement through the implementation process to ensure satisfaction and smooth delivery of solutions as per customer requirements and timelines
• Responsible for setting a solid foundation for the customer, whilst minimizing time to value
• Prepare a Joint Success Plan with the customer to align on business goals and objectives
• Setting the customer up for success for the “go-live date”, sharing best practices, and equipping the customer and their teams with the right tools required to get full utilization from SysAid

• Thrive in helping customers,
• Possess excellent communication skills via phone and email.
• Can learn quickly new technologies and communicate those concepts to customers with varying degrees of technical expertise.
• Own a collaborative approach as a key factor in this role. It is expected to contribute ideas and improvements to the overall onboarding proces