Onboarding Manager, APAC

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Requirements:

• 3+ years of technical project management experience servicing internal stakeholders or customers, managing multiple projects at once
• 3+ years of customer service experience in data services or SaaS.
• Relational, NoSQL, or Graph database experience
• SQL experience
• Proactive and critical thinker.
• Shows bias for action. A result-oriented “doer”.
• Excellent team player.
• Ability to identify significant problems and opportunities for improvement.
• Adaptable and able to work effectively in a fast-paced dynamic environment.
• Plans, organizes, and schedules work in an efficient, organized manner.
• Ability to focus and execute on key priorities.
• Proficiency in Excel/Google Sheets

Responsibilities:

• Manage and monitor the progress of multiple customer graph database implementation projects concurrently, orchestrating necessary support resources to assist customers with successful implementation and delivery within their deployment timelines.
• Serve as the primary point of contact for customers throughout their deployment, establishing and maintaining strong relationships.
• Collaborate with customers to understand their specific requirements, goals, and expectations for each project.
• Conduct comprehensive onboarding sessions with clients
• Help customers develop comprehensive project plans, including scope, milestones, deliverables, and resource allocation.
• Coordinate and communicate project timelines, progress, and updates to customers and internal stakeholders.
• Recommend and direct customers to training materials, workshops, and documentation to enable them to effectively utilize Neo4j’s tools and features.
• Identify and mitigate project risks and issues by coordinating advisory or for-fee Professional Services resources to proactively address any obstacles that may impact project success.
• Facilitate effective communication and collaboration among project team members, ensuring alignment and clarity of project objectives and tasks.
• Conduct regular project status meetings and provide timely updates to stakeholders, including customers and Neo4j leadership.
• Act as a Level 1 subject matter expert on Neo4j, providing guidance and best practices, and assemble Level 2 (CSA) and Level 3 Neo4j experts (PS) when deeper subject matter expertise is required.
• Collaborate with Sales/Renewals and Professional Services teams to identify and pursue opportunities for additional customer project/services opportunities.
• Continuously evaluate and improve project management processes and methodologies, identifying areas for optimization and efficiency enhancement.
• Stay current with graph database and Neo4j technology, ensuring knowledge is applied to enhance project delivery and customer satisfaction.
• Provide Level 1 recommendations on best practices for designing and modeling graph databases, and assemble bringing in Level 2 (CSA) and Level 3 Neo4j experts (PS) when deeper data modeling expertise is required.
• Route technical issues to Support and manage technical escalations during the Onboarding phase.
• Directly provide, or via CSAs, ongoing support, and consultation to clients, addressing their queries and concerns related to Neo4j usage.