Customer Onboarding Manager

Raken•Carlsbad, CA

5d•Hybrid

About The Position

Raken is a cloud-based, mobile, collaboration platform for the construction industry. Our goal is to transform the way the world builds by introducing technology to a 7,000 year old industry. We work with Commercial, Residential, and Specialty Contractors of all shapes and sizes. We are looking for a Customer Onboarding Manager to join our startup that has the #1 app in one of the largest industries in the world. Customer Onboarding Managers at Raken are pivotal to the long term success of our clients, leading them through the most critical phase of the customer journey. You will partner with construction companies to ensure that they successfully learn and adopt Raken throughout their business, driving measurable results and setting the foundation for long term success. This role requires a strong blend of technical proficiency and client facing communication skills. You will serve as a trusted partner to our clients, helping them quickly unlock the full value of our platform. This role will work with clients of varied technical backgrounds, requiring excellent problem solving and relationship building skills. This is a hybrid role, we are seeking candidates near Carlsbad, CA who have the ability to come into the office 1-2x per week. This is an non-exempt position.

Requirements

2-4 years in SaaS onboarding, implementation or customer facing roles
Demonstrated experience developing Excel macro files to streamline repetitive tasks
Strong written and verbal communication skills, comfortable making proactive phone calls and leading client facing meetings
Strong presentation and training skills, as well as ability to master technical workflows
Highly organized and able to manage multiple onboarding projects simultaneously
A strong desire to execute, drive impact and deliver measurable results
Have a positive attitude, be a self starter and above all, a great teammate

Nice To Haves

Spanish fluency is a bonus

Responsibilities

Manage the end-to-end onboarding process for Raken customers, from kick-off call to full adoption
Deliver tailored training sessions to help clients configure and implement Raken based on their unique business needs
Be a technical resource, helping customers connect third party integrations and maximize their reporting capabilities with Raken
Guide customers to quick wins that showcase the platform's value and increase adoption
Be proactive and ensure customers establish strong usage habits over their first 90 days with Raken, driving retention and satisfaction
Partner with Raken’s Account Management team to deliver ongoing training sessions to clients who have recently purchased new products or added new team members
Identify at-risk clients early and deliver solutions to mitigate churn risks
Be your customer’s champion, collaborating with Sales, Product and Customer Success teams to share feedback and ensure customer needs are heard