СШАCustomer Onboarding Manager
3 дн. назад
150k–180k USD / годСШАMiddleRemote
Manage the onboarding process for new customers to shorten and streamline the path to production.
О компании
- is redefining how enterprises modernize their most complex systems. Backed by Foundation Capital and built by leaders in AI (Artificial Intelligence) and enterprise transformation, Tessera delivers governed, multi-agent AI built specifically for ERP (Enterprise Resource Planning) modernization. Tessera compresses ERP modernization from years to weeks.
Обязанности
- The Customer Onboarding Manager owns every new customer's path from the first handoff by our GTM (Go-To-Market) team to the day the customer is live in production. Your job is to make that path shorter, more predictable, and easier for the customer.
- Today, the slowest part of a deal comes after the first sales conversation. Customers need internal approvals before a POC (Proof of Concept) can start: security questionnaires, compliance reviews, infrastructure and architecture questions, and procurement steps. Most of the delay sits on the customer's side, and some sits on ours. You will close both gaps.
- You join the customer from the first call, build a shared onboarding plan, and track every open item until it is done. You chase approvals on the customer's side and pull in the right people on ours: GTM, TPM (Technical Project Management), Security, Compliance, and Infrastructure. You do not answer deep technical questions yourself; you make sure the right expert answers them on time.
- You will also find the patterns behind the delays and fix them, turning one-off efforts into a repeatable onboarding process.
Требования
- 3–5 years of experience in customer onboarding, implementation management, customer success, project coordination, or a similar customer-facing role at a B2B (business-to-business) software company.
- Excellent written and verbal communication, with the confidence to lead calls with customer stakeholders and follow up without being prompted.
- A record of running several customer engagements at once and keeping each one on schedule.
- Experience building processes from scratch, such as playbooks, checklists, and trackers, and getting other teams to use them.
- Strong organization and follow-through, with a habit of clear written status updates.
- Basic understanding of what enterprise security reviews, compliance requirements, and cloud deployments involve. You need to understand the questions well enough to route them; you do not need to answer them.
- Comfort working across teams where you have influence but not direct authority.
Будет плюсом
- Experience onboarding enterprise customers through security reviews, vendor due diligence, or procurement at an enterprise SaaS (Software as a Service) or AI company.
- Familiarity with compliance frameworks such as SOC 2 (System and Organization Controls 2) or ISO/IEC 27001 (International Organization for Standardization / International Electrotechnical Commission 27001).
- Exposure to regulated or government customers with long approval cycles.
- Experience with project tracking tools such as Jira, Asana, or a CRM (Customer Relationship Management) system.
- Background at a high-growth startup.
Другое
- Location: Remote, United States
- Experience: 3–5 years
- Take the handoff from GTM and join customer calls from the start of each engagement.
- Build a shared onboarding plan with each customer covering security review, compliance review, infrastructure questions, procurement, POC, and production go-live.
- Own the timeline, open items, and next steps for several customer onboardings at the same time.
- Keep the customer and internal teams aligned on what is done, what is blocked, and who owns each next step.
- Map each customer's internal approval path early: who signs off on security, compliance, architecture, legal, and procurement.
- Follow up consistently with customer stakeholders to keep approvals moving.
- Help customers get what their reviewers need, such as completed questionnaires, compliance evidence, and architecture documents.
- Spot stalled approvals early and escalate through the right customer and Tessera contacts.
- Route customer questions to the right Tessera team (TPM, Security, Compliance, Infrastructure, or GTM) and track them to a committed answer date.
- Make sure handoffs between teams happen without dropped items or repeated questions to the customer.
- Identify internal gaps that slow onboarding, such as missing documents, slow answers, or unclear ownership, and drive fixes with the owning team.
- Build and maintain a repeatable onboarding playbook, including stage definitions, checklists, templates, and handoff criteria.
- Track onboarding metrics, such as time from GTM handoff to POC start and from POC to production, and report trends to leadership.
- Keep a reusable library of common customer requests and answers with the owning teams so later onboardings move faster.
- Use AI tools to speed up tracking, follow-ups, and reporting.