SafetyCulture is a customer—and product-led SAAS company with an ambitious mission: to empower front-line workers to drive operational excellence and take ownership of their safety and well-being. Our technology platform and products give front-line workers a voice and leaders the visibility to make smart decisions to improve safety, quality, and efficiency.
As a Senior Customer Onboarding Manager, you will ensure successful onboarding and implementation for some of our largest customers. Leveraging your expertise in project management, change management, and stakeholder engagement, you will guide customers through onboarding and adoption to maximise the value they gain from SafetyCulture.
This role will build credible relationships with C-Suite stakeholders and executive sponsors, and be seen as a strategic partner that can consult and guide our customers through complex and global rollouts. Your ability to work with senior stakeholders will be key in ensuring alignment, adoption, and continued success for our customers.
How You Will Spend Your Time
Take ownership of success criteria discovery. Translate customer challenges and business objectives into a measurable strategy that best meets customer needsArticulate the right-fit services and implementation for complex customersDesign and deliver complex and global rollouts, by utilising project documentation and clear communication to effectively manage project delivery timelines. Working with multiple stakeholders at a time to keep the customer and internal stakeholders accountableProject manage communication, change management and training at scale to support rollouts for large businessesSet customers up for success with SafetyCulture by adapting change management and training programs to different user types across customersAct as a trusted adviser, guiding customers to maximise the value of SafetyCulture.Collaborate with internal teams (product management, engineering, success, support) to provide the customer with the required expertise on demandUse expert understanding of our product and integration functionality, as well as customer industry knowledge to solve complex customer requirementsPerform basic troubleshooting Collaborate with our sales team to support their pre-sales efforts on scoping the implementationPartner with Sales to scope implementation needs and contribute to SoWs and RFPsIdentify growth opportunities to solve problems that can broaden the impact of SCShare best practices and mentor team members to elevate onboarding standards
About You
Strong commercial acumen and curiosity, with the ability to align onboarding strategies with customer business objectives.Skilled in discovery conversations to fully understand customer needs, success criteria and align solutions. Experienced in designing and delivering complex SaaS implementation projects for enterprise customers.Ability to scope services that will best fit customer’s needs.Expert project management skills and deep familiarity with project management methodologies including defining requirements, major milestones, risks etc. Experienced in change management from designing plans to coaching customers to roll outSkilled at design and delivery of training to successfully set the customer up for success including training designed for different user types Ability to leverage and interpret relevant customer metrics for informed decision-makingStrong communication and presentation skills; Adaptable to different audiences and customer needsSkilled in stakeholder management to build and maintain positive relationships across all levels of an organizationStrong negotiation skills to achieve mutually beneficial agreements with stakeholdersCreative problem-solving abilities to address challenges, manage and mitigate risks and find innovative solutionsStrong understanding of technical foundations of a SaaS business, including integrations, APIs etc
More Than a Job
Equity with high growth potential, and a competitive salaryFlexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture officeAccess to professional and personal training and development opportunitiesHackathons, Workshops, Lunch & LearnsWe encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies
Office Benefits
Equity with high growth potential, and a competitive salaryFlexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture officeAccess to professional and personal training and development opportunitiesHackathons, Workshops, Lunch & LearnsWe encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies
Safety Culture