- Manage a portfolio of customer onboarding projects from kick-off through setup, go-live, and handover to Customer Success.
- Lead kick-offs, technical audits when needed, follow-up calls, platform demos, quality assurance, and go-live monitoring.
- Deliver product training and troubleshoot implementation issues, identifying workarounds where appropriate.
- Coordinate complex customer cases with Technical Support, Product, and Engineering.
- Identify inactive customers, blocked projects, and technical dependencies, then follow up, escalate, and mitigate risks.
- Maintain accurate onboarding data in Planhat and gather customer context from AEs and KAMs before kick-off.
- Ensure a smooth handover to the CSM or KAM.
- Own at least one cross-functional improvement initiative per semester.
- Collect and structure customer feedback for Product, Engineering, Support, and other teams.
Project ManagementRisk Management