Customer Onboarding Manager (IoT Hardware Specialist)

SafetyCulture•Austin, TX

About The Position

Why join us? We’re a global tech company, just not the kind you’re picturing. Our team of nearly a thousand people wakes up every day to make our product and our customers’ lives better. At SafetyCulture, you’ll hear “yes, let’s give it a shot” more often than “that’s not how we do things here.” People join because we’re building tools that make work better for the 3 billion people who keep the world moving - factory floor operators, baggage handlers, truck drivers, servers, store assistants. The ones who make things happen. We’ve got the scale and innovation you’d expect from big tech. The difference? No endless layers of sign-off. No corporate theatre. Just smart, experienced people solving real problems fast The scale is big. But the ownership’s personal. Every full-time team member gets equity - real skin in the game. When we grow, you do too. We’re not perfect, no company is. But this next chapter of our growth is about scaling with intelligence, not just size - fueled by operational maturity, a clear vision, and a strong focus on AI. This is big tech impact, without the big tech ick. If that excites you more than it scares you, you’ll fit right in. About you: 3 years experience leading the end-to-end implementation and troubleshooting of IoT hardware and software in SaaS or enterprise software environments. Strong communication, presentation, and interpersonal skills, with experience training groups and facilitating conversations with senior executives. Proactive, detail-oriented, and adaptable, with the ability to thrive in a fast-paced, collaborative environment. A growth mindset, continuously seeking opportunities to improve processes, learn, and innovate A background in leveraging data through a variety of tools to inform and execute strategies that encourage product adoption Ability to actively listen, understand customer pain points and take action Flexible to support global coverage, including occasional off-hours meetings to collaborate with EMEA and APAC stakeholders.

Requirements

3 years experience leading the end-to-end implementation and troubleshooting of IoT hardware and software in SaaS or enterprise software environments.
Strong communication, presentation, and interpersonal skills, with experience training groups and facilitating conversations with senior executives.
Proactive, detail-oriented, and adaptable, with the ability to thrive in a fast-paced, collaborative environment.
A growth mindset, continuously seeking opportunities to improve processes, learn, and innovate
A background in leveraging data through a variety of tools to inform and execute strategies that encourage product adoption
Ability to actively listen, understand customer pain points and take action
Flexible to support global coverage, including occasional off-hours meetings to collaborate with EMEA and APAC stakeholders.

Nice To Haves

Experience working with third party IoT hardware installers

Responsibilities

Onboarding & Installation Management: Manage installation projects for sensors and telematics solutions or managed customers, ensuring smooth deployments, on-time deliveries, and customer satisfaction. Set best practices for sensor & telematics onboardings to ensure long-term success for the wider team.
Customer Success & Retention: Support EMEA and AMER managed customers utilising sensor or telematics products, ensuring they are receiving the maximum value from our solution. Guiding them with best practices, identifying key goals and ensuring they are reached to provide ROI. Act as an advocate for all SC Connect customers in EMEA and AMER when technical issues occur and a liaison between customers and product when needed. Act as a voice of the customer to highlight trends and challenges relating to sensors and telematics customers, informing product roadmap. Continuously monitor activation status and usage patterns for the region, identifying trends for at-risk customers and implementing strategies to reduce churn and increase retention. Leverage customer interactions to identify expansion opportunities like referrals or upselling, looping in the regional IoT sales specialist. Use internal tools like Gong to analyze customer conversations for key terms or use cases that can help account teams identify growth opportunities. Ensuring internal processes are built to support CSM/COM partners and create new processes for success on the SC Connect side to support growth on the team. Collaborate closely with Product, Solution Specialists, Onboarding, Customer Success, and other internal teams to drive focus and effort into the customer experience
Events & Conferences: Act as a SC Connect representative at trade shows, roundtables, and customer events, engaging with industry peers, potential customers, and partners to promote the company’s sensor and asset management solutions (quarterly frequency). Provide in-person support on occasion for key customer visits, ensuring successful ongoing utilisation of the solution along with facilitating discussions on product features and customer needs. This role requires up to 25% travel across EMEA and AMER
The SC Connect Brand & Partnerships: Collaborate with our partnerships teams to manage Sensor and IoT partnerships across EMEA and AMER to help drive future business growth. Work with our GTM Enablement team to develop content, allowing for CS teams to lead customer conversations surrounding IoT, Telematics and Sensors.

Benefits

Equity with high growth potential and a competitive salary
401k
Generous Medical Insurance plans
Paid Parental Leave
Access to professional and personal training and development opportunities
Hackathons, Workshops, Lunch & Learns; We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies.
Quarterly celebrations and team events

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