Onboarding Program Manager
Cairo
Customer Success – Professional services - EMEA /
Full-time /
Hybrid
What you will do:
- As an Onboarding Program Manager, you will be responsible for facilitating the onboarding of new clients, ensuring smooth implementation, testing, and enablement guidance.
- You will work in a project management and customer advisory capacity, leveraging your analytical and technical skills to guide clients through their end-to-end deployment effectively. Your days will be dynamic, tackling complex customer issues and ensuring the success of all clients in achieving their objectives.
- You will serve as a valued member of the Professional Services organization, fostering strong relationships with internal partners to facilitate successful customer onboarding for all.
- On a typical day, you may:
- Serve as a technical project manager to onboard new clients and effectively implement their Contentsquare products.
- Take ownership of successfully onboarding a diverse portfolio of clients across EMEA, guiding them through the onboarding phase and driving implementation, testing, and enablement. Ensure swift product delivery and adoption to facilitate insights delivery.
- Proactively manage the expectations of both customers and internal stakeholders during the onboarding and deployment phases by identifying, engaging, and coordinating the appropriate resources.
- Act as the primary point of contact for all onboarding-related matters.
- Collaborate closely with Contentsquare's Account Managers, Customer Success Managers, Implementation Managers, Adoption Managers, and Strategic Consultants to align with clients' objectives and drive success.
- Engage with clients from various industries (e.g., e-commerce, fashion, hi-tech, travel, etc.) and manage different roles on the client side (e.g., product managers, developers, e-commerce executives, data analysts, etc.).Maintain and update customer project plans and activities using our enterprise project management tool, Kantata.
- Take responsibility for managing escalations within the client portfolio.
- Provide support to our partners in the region as they oversee Contentsquare deployments for their end customers.
What you'll need to succeed:
- Minimum of 3 years of experience in technical project management, engagement management, delivery management, or onboarding management, preferably within a SaaS company.
- Excellent communication skills (both written and verbal) in English. Proficiency in an additional language beyond English and Arabic is advantageous.
- Demonstrated expertise in project management and customer-facing roles, particularly within global organizations.
- Experience collaborating across regions, demonstrating strong proactivity and autonomy in interactions with internal peers abroad.
- Proficiency in analytical thinking and problem-solving.
- Comfortable managing and prioritizing multiple projects simultaneously.
- Ability to thrive in a global, dynamic, cross-functional, team-oriented environment.
- Sound understanding of Agile development processes and methodologies.
