- Own the technical setup phase of onboarding, including API integrations, data mapping, CRM configuration, and authentication and security setup.
- Coordinate the onboarding lifecycle with the Onboarding Manager, from kickoff through go-live and handoff to the Customer Success Manager.
- Troubleshoot integration failures, data sync problems, and configuration challenges during onboarding.
- Build and maintain onboarding runbooks, integration guides, and technical documentation.
- Escalate product issues to Engineering, report bugs with reproduction steps, and advocate for features that improve onboarding success.
- Partner with Customer Success to ensure a smooth handoff from onboarding to ongoing support.
- Define and track onboarding metrics, including time to first value, technical blockers, and integration completion rate.
- Identify onboarding risks early and propose solutions to keep timelines on track.
- Support customer communication about technical topics and timelines.
- Help design and mentor additional onboarding engineers as the team scales.
Project ManagementSalesforceRESTful APIs+2 more