Customer Onboarding Manager

About Us

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better.

Every day millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.

The Customer Onboarding Manager will play a crucial role within the Customer Success team by leading the onboarding and implementation of the Lucidity platform for new customers. This includes creating and executing implementation plans, providing support and guidance, and building positive relationships with the customer base. As a Customer Onboarding Manager, you will also be responsible for identifying and managing project risks, providing training and support, and representing the voice of the customer to influence the product development roadmap.

Responsibilities

• Take ownership of customer onboarding and implementation projects, including building and executing implementation plans.
• Identify, document, and manage project risks and issues, and escalate when required Provide onsite and remote training programs as needed.
• Make process improvement suggestions to enable faster delivery of value to customers Represent the voice of the customer and influence the product development roadmap.
• Assist the Sales Team in building and presenting customised product demonstrations that address customer’s business challenges.
• Comply with and support our ISO 27001 Information Security Management System as it applies to your role in the organization.

Skills and Experience

• Passion for creative problem-solving for customers and internal teams.
• Ability to lead multiple client projects methodically while maintaining flexibility for changing client priorities.
• Eagerness to learn and thrive in a collaborative environment.
• Strong communication skills and the ability to break down customer issues into their core components.
• Analytical mind and experience working across multiple products and regions.
• Strong project management experience
• Ability to work autonomously while also valuing teamwork.
• Desirable: Previous experience in a Health & Safety environment

Behaviours:

• Ambitious - Drive, Planning & Execution
• Adventurous - Flexibility, Resilience & Savvy thinking
• Community - Collaboration & Communication