Principal Customer Onboarding Manager

ZoomInfo Technologies•Waltham, MA

12d•$115,000 - $130,000•Hybrid

About The Position

To meet the needs of our increasingly technical and complex onboardings, the Principal Customer Onboarding Manager will be responsible for ensuring the successful execution of the ZoomInfo customer onboarding strategy for our most complex and strategic customers, accelerating their adoption of ZoomInfo’s products and solutions. This role provides a structured approach to utilizing our most skilled team members for custom onboarding motion, team enablement, and development.

Requirements

At least 7+ years of customer success, ideally in a SaaS environment.
Bachelor’s Degree in business or a related field strongly preferred.
Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes.
Highly collaborative, organized, and execution-oriented with strong presentation skills.
Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work.
Excellent problem-solving skills and ability to be flexible to project situations.
Ability to research, analyze and provide a solution to newly identified issues.
Experience developing, installing, training, and/or supporting B2B solutions (previous experience with ZoomInfo and/or ZoomInfo certification strongly preferred).
Highly familiar with Salesforce CRM.
Able to be successful in a fast-paced environment that rewards hard work and self-motivation.
Superior relationship and communication skills (both verbal and written).

Responsibilities

Manage custom onboarding for ZoomInfo's most strategic and complex customers, serving as the primary point of contact during implementation.
Develop and implement strategic onboarding plans and thought leadership to ensure complex, upmarket customers are onboarded efficiently and achieve quick ROI.
Manage multiple simultaneous, high-priority onboarding projects, balancing priorities of business results, customer satisfaction, and technical quality.
Collaborate with Customer Success, Learning & Development, and Solutions Engineering teams to facilitate a streamlined and cohesive implementation approach.
Ensure appropriate handoff to the Customer Success Manager/Account Manager by standardizing and documenting the information flow/transition.
Serve as the primary owner for Onboarding Project tasks in Salesforce, documenting all necessary steps and touchpoints.
Act as a key connection and liaison with Product teams for enhancement working groups, specifically focusing on improving the customer-to-product connection for Upmarket customers.
Serve as a cross-segment resource, sharing best practices and deployment strategies with other Onboarding Manager teams (joining a minimum of one other segment's meeting monthly).
Lead at least one Call Coaching Club per quarter to contribute to team enablement and development.
Lead at least one Custom Onboarding team meeting per quarter and serve as an alternate for the Team Lead.
Work closely with leadership to build out process guidance and documentation for various Custom Onboarding Types.
Develop a standardized process and cadence for reporting progress on Principal activities and key projects.
Other related duties as assigned.