Customer Success Onboarding Project Manager

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Requirements:

• 3 years of client delivery and/or project management experience in a cloud-based/SaaS company.
• Domain Expertise in residential Land Development preferred: Home Builder, Grading Contractors, Civil or Geotechnical Engineers.
• Strong understanding of SaaS products and implementation processes.
• Excellent project management skills; proven ability to manage multiple projects and clients simultaneously.
• Proficiency in project management tools and software.
• Excellent communication and interpersonal skills; experience managing client relationships.
• Proficient with Microsoft Word, Excel, PPT, and Visio.
• Proficient written and verbal communication in English (CEFR Grade C2)

Responsibilities:

• Lead the onboarding process for existing clients, ensuring a smooth transition and setup of their Land Development projects in the software platform.
• Oversee the setup and launch of the customer's new projects, ensuring that we receive required files (Ground Control, Design files, etc.), implement project plans, if needed, and ensure the projects meet timelines and deliverables.
• Following up on technical requirements such as the control plan and coordinate system information. Work closely with the client, their surveyor, and the GIS team to ensure we receive the correct information in order to launch the project.
• Coordinate and/or facilitate formal customer discovery, technical and onboarding calls and resolve issues to ensure project timelines are met.
• Work closely with Operations and GIS teams on customer scheduling and issues with scan data or files. This includes scheduling the initial Ground Control Point (GCP) placement and Flights.
• Utilize several platforms to manage the overall project, including Vitally, Asana, and Airtable in addition to the platform.
• Main contact with the customer’s project team throughout to answer questions, facilitate customer requests, and troubleshoot issues.
• Create and/or maintain customer-level documentation (i.e. project plan and handoff documents).
• Maintain consistent communication with the customer on project status, including flight schedules and ground control placement.
• Collaborate with and provide regular reports to the broader account team including the Account Executive, Account Manager and Customer Success Manager. Hold joint customer meetings, as needed.
• During the onboarding phase for new projects for existing customers, the Onboarding PM will serve as the primary point of contact for assigned customer projects, providing regular updates, addressing concerns, and ensuring their needs are met. Once these new projects have reached a steady state, the primary point of contact role will officially transition back to the CSM.
• Proactively identify and resolve any issues or challenges that may arise during the onboarding process.
• Gather client feedback and work with the CS Team Lead to drive continuous improvement of our SaaS offerings.
• Coordinate enhancements and custom customer requests, resolve issues to ensure project timelines are met.
• Communicate user issues, program bugs and feature requests with the appropriate manager
• View and utilize the multiple internal learning resources
• Arrive to work early/on time to work, follow through on promised call-backs and customer inquiries.
• Be the customer advocate, putting them first.