Job Description
· Help new customers with onboarding and successful activation and deployment on to the Aptiv8’s Smart Integrated Facilities Management (IFM) platform.
· Becoming an expert user of the Aptiv8’s Smart Integrated Facilities Management (IFM) platform to train customers and provide credible guidance on features and functionality
· Maintain strong relationships with clients and ensure a high level of customer satisfaction throughout the implementation process.
· Manage client expectations, address concerns, and ensure the scope of work aligns with contractual commitments.
· Conduct regular status updates and post-implementation reviews with clients.
· Lead project team meetings, track progress, and ensure alignment with project timelines.
· Act as the main liaison between the customer and internal teams (sales, development, support, etc.).
· Communication & Presence: Communicate clearly, persuasively, and professionally with stakeholders, demonstrating confidence and credibility. Enable our customer base by understanding their use cases.
· Suggest ideas for optimizing customer onboarding workflows through process improvements and product automation
· Suggest ideas for product enhancement to fulfil customer needs and make it user friendly.
· Project Management: Plan, execute, and monitor successful launch of platform implementations
· Create and maintain comprehensive project documentation, including project charters, status reports, and post-implementation reviews.
· Provide regular updates and reports to senior management on project performance, budget adherence, and risks.
Job Requirements
· 2 years of experience in Customer Onboarding or Customer Success role supporting a B2B SaaS product
· Focused, action-oriented, and always anticipating next steps: a natural project manager
· High attention to detail and can design an organized, effective onboarding plan and schedule for clients
· Enjoy teaching others, be it a customer or a colleague
· Customer obsessed and had significant experience building customer relationships
Team player, and enjoy working on a diverse team.
· Driven, think on your feet, and thrive in a fast-paced environment.
· Clearly convey complex ideas and data in written, presentation, and verbal formats to customers and team members.
