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Manager, Onboarding Services
Cairo Customer Success – Implementation Europe / Full-time / Hybrid As the regional Manager for our Cairo Onboarding center of excellence, you will be responsible for the delivery of the onboarding projects across the EMEA region, focusing on Mid Market clients.
You will build and manage a team of Implementation Consultants, Adoption Consultants, Quality Assurance Engineers, and Onboarding Program Managers all based in Cairo, by creating a strong manager / contributor relationship, helping to support on the daily work and critical topics such as escalations and decisions related to customer product adoption and retention.
You will develop a strong understanding of our products and processes, allowing you to appropriately coach your team on complex client situations. You will also be working as an individual contributor for some customers, in an onboarding project management role, providing technical guidance, testing and enablement coordination, using your analytical and technical proficiency to efficiently guide the client in their end-to-end onboarding. You will have dynamic days managing and reporting on onboarding projects, helping escalation resolution and ensuring our client's success in achieving their objectives.
You will serve as a member of the Professional Services organization, building strong relationships with your internal partners to drive a successful customer onboarding. + Hire, onboard and manage a team of up to 10 team members (Implementation Consultants, Adoption Consultants, Onboarding Program Manager, QA Engineers) with different levels of seniority and expertise.
+ Act as the regional delivery lead to ensure an excellent quality of onboarding project management within the team. Drive the team's success in achieving OKRs, mainly focusing on project execution and client satisfaction.
+ Work closely with the leads from Account Management, Customer Success Management, and Quality Assurance teams to drive success based on clients’ and companies’ objectives.
+ Be responsible for the resolution plan of critical escalations, supporting the Onboarding team in the creation and deployment of a resolution path, and provide outstanding communication to all stakeholders.
+ Proactively manage customer and internal stakeholders’ expectations during the customers’ onboarding and deployment phase.
+ Partner with Enterprise Onboarding teams and Onboarding Operations teams (QA, Engineering, Ops, Strategy) to establish a clear path for the success of the team. Support the functional leaders of each role in other areas of the world, as your team will matrix to each of those leaders. Direct managerial report to the Global Head of Onboarding. Strong connection and reporting to the Head of EMEA Enterprise Onboarding + Functional Lead for the Onboarding Program Management role.
+ Fluent English and Arabic.
+ 8-10+ years experience working in a corporate environment, with 3-5+ years of experience in a management role, leading several client-facing contributors mainly focusing on technical or enablement activities and project management operations, such as implementation, technical account management, solutions consulting, or other customer-facing teams.
+ Robust experience in customer-facing roles with preferably SaaS organizations of global companies.
+ The ability to work well in a global, dynamic, cross-functional, team-based environment. A proactive, self-driven approach combined with strong collaboration skills with the internal peers across the rest of EMEA is needed.
+ Strong analytical and problem-solving skills.
+ Effective written and verbal communication skills.
+ At ease with managing and prioritizing multiple projects at the same time, and with escalation management. Good understanding of Agile development processes and methodologies.
What makes you stand out:
+ Familiarity in web technologies like JavaScript, CSS, HTML and/or an experience with application development or SDK implementation is beneficial but not required.
