Onboarding Manager (m/w/d)

Maltego•Boston, MA

1d•Remote

About The Position

Maltego is the leading platform for link analysis and investigation. We empower cybersecurity, law enforcement, and intelligence professionals to extract critical insights from complex data. Our mission is to equip investigators worldwide with innovative tools to tackle their toughest challenges The Onboarding Manager is responsible for delivering exceptional onboarding experiences for an assigned portfolio of new customers, ensuring a seamless transition from Sales to Customer Success. This role oversees the onboarding of these customers from deal close to handover, creating and executing onboarding plans, coordinating internal teams, and tracking progress. The Onboarding Manager plays a critical role in accomplishing tasks that support adoption and time-to-value, while capturing and sharing relevant customer feedback to improve internal processes, content, and product quality. Success in this role requires strong collaboration across Sales, Customer Success, Account Management, Product, and Engineering teams, as well as a proactive approach to achieving onboarding milestones and ensuring accountability.

Requirements

Minimum 3+ years of experience in customer onboarding, customer service, support, account management, or customer success.
Experience working for a SaaS company (required).
Strong communication and presentation skills at all levels on the customer side.
Strong analytical and goal-oriented mindset backed by project management skills.
Ability to de-escalate customer support requests and maintain a positive, goal-driven customer relationship.
Moderately technical, with the ability to configure SaaS solutions and provide recommendations.
Ability to identify upsell/cross-sell opportunities.
Native-level Spanish (required), fluent in English (required); additional languages are an advantage

Nice To Haves

Experience with OSINT, government investigations, and cybersecurity (advantage).
Knowledge of Salesforce (advantage).

Responsibilities

Manage a portfolio of onboarding projects/accounts, ensuring consistent delivery on time and with quality.
Conduct onboarding meetings, product demos, company presentations, workshops, and training sessions (1:1 and 1:many).
Partner with customers to understand their business processes, deployment goals, and requirements; provide product information and technical guidance to support those goals.
Develop and manage project plans, timelines, and milestones; track progress and proactively address any roadblocks.
Effectively manage all project communication, both internally and externally.
Educate and enable customers on product features and best practices, supporting onboarding to deliver fast time-to-value.
Collaborate with internal teams to identify and eliminate onboarding risks; coordinate resources to ensure resolution.
Address technical issues, troubleshoot problems, and work with cross-functional teams (Product, Engineering, Support) to provide timely solutions.
Gather client feedback and insights to improve the onboarding process and recommend product enhancements.
Build strong, lasting relationships with clients, serving as the primary point of contact during onboarding.
Ensure smooth hand-offs to Customer Success and Sales throughout the customer journey.
Maintain product and domain expertise in Maltego, OSINT, and other relevant domains

Benefits

Work closely with Product, Marketing, and Sales on meaningful go-to-market initiatives.
Contribute to clear, high-quality messaging for a global user base of investigators and analysts.
Gain experience in a fast-growing tech scale-up across the private and public sectors.
Join an inclusive and diverse team that values your ideas and supports your growth.
Access supported language courses for continued learning.
Receive mental health support via .nilo, including psychologists and digital tools.
At Maltego, we are committed to supporting diversity and inclusion in our organization. We are an equal opportunity employer. We welcome applications from all individuals regardless of race, religion, color, nationality, gender, sexual orientation, age, or disability.

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