Senior Customer Onboarding Manager

SafetyCulture is a customer—and product-led SAAS company with an ambitious mission: to empower front-line workers to drive operational excellence and take ownership of their safety and well-being. Our technology platform and products give front-line workers a voice and leaders the visibility to make smart decisions to improve safety, quality, and efficiency.

As a Senior Customer Onboarding Manager, you will ensure successful onboarding and implementation for some of our largest customers. Leveraging your expertise in project management, change management, and stakeholder engagement, you will guide customers through onboarding and adoption to maximise the value they gain from SafetyCulture.

This role will build credible relationships with C-Suite stakeholders and executive sponsors, and be seen as a strategic partner that can consult and guide our customers through complex and global rollouts. Your ability to work with senior stakeholders will be key in ensuring alignment, adoption, and continued success for our customers.

How You Will Spend Your Time

• Take ownership of success criteria discovery. Translate customer challenges and business objectives into a measurable strategy that best meets customer needs
• Articulate the right-fit services and implementation for complex customers
• Design and deliver complex and global rollouts, by utilising project documentation and clear communication to effectively manage project delivery timelines. Working with multiple stakeholders at a time to keep the customer and internal stakeholders accountable
• Project manage communication, change management and training at scale to support rollouts for large businesses
• Set customers up for success with SafetyCulture by adapting change management and training programs to different user types across customers
• Act as a trusted adviser, guiding customers to maximise the value of SafetyCulture.
• Collaborate with internal teams (product management, engineering, success, support) to provide the customer with the required expertise on demand
• Use expert understanding of our product and integration functionality, as well as customer industry knowledge to solve complex customer requirements
• Perform basic troubleshooting 
• Collaborate with our sales team to support their pre-sales efforts on scoping the implementation
• Partner with Sales to scope implementation needs and contribute to SoWs and RFPs
• Identify growth opportunities to solve problems that can broaden the impact of SC
• Share best practices and mentor team members to elevate onboarding standards

About You

• Strong commercial acumen and curiosity, with the ability to align onboarding strategies with customer business objectives.
• Skilled in discovery conversations to fully understand customer needs, success criteria and align solutions. 
• Experienced in designing and delivering complex SaaS implementation projects for enterprise customers.
• Ability to scope services that will best fit customer’s needs.
• Expert project management skills and deep familiarity with project management methodologies including defining requirements, major milestones, risks etc. 
• Experienced in change management from designing plans to coaching customers to roll out
• Skilled at design and delivery of training to successfully set the customer up for success including training designed for different user types 
• Ability to leverage and interpret relevant customer metrics for informed decision-making
• Strong communication and presentation skills; Adaptable to different audiences and customer needs
• Skilled in stakeholder management to build and maintain positive relationships across all levels of an organization
• Strong negotiation skills to achieve mutually beneficial agreements with stakeholders
• Creative problem-solving abilities to address challenges, manage and mitigate risks and find innovative solutions
• Strong understanding of technical foundations of a SaaS business, including integrations, APIs etc

More Than a Job

• Equity with high growth potential, and a competitive salary
• Flexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture office
• Access to professional and personal training and development opportunities
• Hackathons, Workshops, Lunch & Learns
• We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies

Office Benefits

• In-house Culinary Crew serving up daily breakfast, lunch and snacks
• Barista coffee machine, craft beer on tap, boutique wines and a range of non-alcoholic beverages
• Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
• Quarterly celebrations and team events, including the annual Shiplt global offsite
• On-site gym, table tennis, board games, books library, and pet-friendly offices