Customer Engagement Manager

WalkMe • Raleigh, NC

1d

About The Position

WalkMe, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today's complex digital landscape. By leveraging WalkMe's features—guidance, engagement, insights, and automation—employees boost efficiency, executives gain greater visibility into digital usage, and organizations maximize their digital assets, driving successful digital transformation.

Together, SAP and WalkMe form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAP's robust ERP solutions while seamlessly enhancing user experience and productivity with WalkMe's intuitive digital adoption platform.

The Customer Onboarding Manager is responsible for supporting customer engagements and success during pre-delivery and onboarding phase of Professional Services engagements. This role helps ensure customers, internal teams, and systems are prepared for project execution by assisting with onboarding activities, checking readiness criteria, and coordinating resource alignment.
This position is customer-facing and serves as a liaison between Sales, Professional Services, Resource Management, and customers to support smooth sales-to-services handoffs and project readiness. This role will also support centralized resource management activities, partnering closely with the Resource Manager to maintain delivery continuity.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 1–3 years of experience in customer onboarding, project coordination, administrative support, or related roles.
• Experience supporting cross-functional, customer-facing processes in a fast-paced environment.
• Strong organizational and coordination skills.
• Excellent communication skills for interacting with various stakeholders.
• Ability to collaborate effectively with diverse stakeholders across roles and working styles in a global environment.
• Customer-centric mindset with good relationship-building skills.
• Ability to communicate information clearly and accurately.
• Strong organizational and problem-solving skills.
• Comfort operating in a fast-paced environment.
• High attention to detail.

Nice To Haves

• Experience in SaaS, enterprise software, or Professional Services organizations.
• Familiarity with tracking metrics or basic reporting.
• Experience working with resource management or project management tools.
• Experience supporting global or multi-region teams.

Responsibilities

• Execute the Professional Services onboarding and project readiness processes to ensure consistent execution across engagements.
• Utilize established readiness frameworks, criteria, and success metrics to help drive predictable project starts.
• Act as a point of contact for customers during onboarding, helping establish alignment on scope, timelines, roles, and expectations.
• Support sales-to-services handoffs, including operational readiness reviews, documentation validation, and onboarding KPI checklists.
• Assist in project readiness assessments by identifying dependencies, risks, and gaps under the guidance of senior team members.
• Coordinate project launch preparation with customers to ensure readiness milestones are met.
• Support onboarding engagements by documenting scope, timelines, dependencies, and success measures.
• Ensure delivery teams receive the necessary readiness context to begin project execution.
• Serve as a coordination point between Sales, Business Development, Professional Services, Resource Management, and customers on upcoming engagements.
• Partner with internal technical and infrastructure teams to help verify environmental, access, and system readiness prior to delivery.
• Coordinate customer access to required systems, tools, and portals.
• Support alignment between internal stakeholders to ensure consistent communication throughout onboarding.
• Help coordinate initial resource alignment and onboarding-related resource needs with the Resource Management Office.
• Support project staffing readiness by checking resource timing, access requirements, and onboarding dependencies.
• Provide overflow support for centralized resource management activities as needed, including assisting with scheduling and readiness-related tasks.
• Report resourcing risks and readiness impacts to the RMO and Services leadership.
• Track and report on onboarding and project readiness KPIs, including time-to-launch and readiness completion.
• Support the continuous improvement of onboarding, readiness, and handoff processes.
• Act as a helpful resource to customers and internal stakeholders during the onboarding process.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees