Customer Onboarding Manager

It’s an exciting time to join Gearset! In the last few years we’ve rocketed from a 7 person start-up to nearly 250 people, and we’re only just getting started

Many companies pay lip-service to “Customer Success”. At Gearset, we’re looking for experienced Customer Onboarding Managers to join a company where it’s a core part of our DNA.

If you join us, you’ll get to work in a high-trust environment where you’re given the freedom and support to succeed without internal politics and endless red-tape. Our customer success team is class leading, and we’ll set you up to succeed with industry recognised training, and a chance to build deep technical knowledge on Salesforce DevOps.

What’s the opportunity for a Customer Onboarding Manager at Gearset?

• You’ll be working with some of the world’s largest and most recognisable brands, such as Sony and DHL, helping them get onboard with Gearset.
• Through a highly consultative approach and deep understanding of our users, you’ll be responsible for guiding our customers in the critical early phases of their time with us. 
• As Customer Onboarding Manager, you will be responsible for rapidly understanding each customer’s requirements and driving them to realise a fast time-to-value from their investment in Gearset as efficiently as possible.

What you’ll achieve

• Work as part of the customer enablement team focussed on delivering a world class onboarding experience for our customers.
• Working with the customer onboarding team, identify opportunities for continual improvement of our customer experience, especially in the early stages of working with customers.
• Build robust onboarding plans at the outset of each customer engagement so that the customer is fully aware of their responsibilities and deliverables at each stage of the project.
• Run effective product training sessions for new customers, presenting to experienced and senior stakeholders to showcase the platform and advise on how to best use it.
• Create a flexible onboarding approach that serves all of our customers, irrespective of their size or maturity and can be delivered effectively both 1 to 1 and 1 to Many.
• Work closely with the customer success, sales and product teams, whilst owning the product enablement relationship for new customers as you transition them from implementation to ongoing management.
• Act as a trusted technical advisor to customers, staying up to date on the ever-evolving state of Salesforce DevOps and Gearset.
• Identify, and communicate key milestones, deliverables and measurements of success for each customer. 
• You have demonstrable exceptional writing skills and attention to detail.

About you

• Have 2+ years experience of onboarding and training customers at a SaaS business
• Have a customer-centric approach, with a genuine desire to deliver the best for the end user.
• Be technically minded and have the desire to learn. You’re able to convey complex technical topics with simplicity.
• Have an understanding of the principles and best practices of product training, project planning and implementation methodologies.
• Have a practical knowledge of the Salesforce platform and a solid foundational knowledge of DevOps best practices.

Salary and benefits (the stuff you’d expect!)

• This is a full time opportunity, working Monday to Friday
• Salary band for this role is £45k - £53k (+ bonus) based on experience
• Generous personal development budget for courses, conferences, or whatever is useful to your professional development in the role of up to £1500 per year
• Top end hardware provided
• 25 days holiday plus bank holidays (with the option to buy an extra 5 each year)
• Company Pension Plan (matching up to 5%)
• Bupa health care
• Life Insurance & critical illness cover
• Discounted gym membership, as well as a range of health and wellness benefits