Talent.com
Customer Onboarding Manager - Malaysia

Customer Onboarding Manager - Malaysia

InsiderKuala Lumpur, Kuala Lumpur, Malaysia
1 day ago
Job description

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform. We’ve unlocked unicorn status following our Series D round. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, Avon, CNN and more.

Having recently unlocked unicorn status, Insider was congratulated for becoming one of the only woman‑founded, women‑led B2B SaaS unicorns in the world, to achieve $200M USD in CARR (Committed Annual Recurring Revenue). Insider was named a leader in the Forrester Wave for Cross‑Channel Campaign Management 2021, and Leader in the IDC MarketScape : Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in the Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in the Top 10 Best Software Products with the most #1 rankings alongside Google, Zoom, and Monday.com. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Mobile Marketing, Customer Journey Analytics, and eCommerce Personalization.

Through our corporate social responsibility initiatives like 100projects shecodes, sheleads and shemarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.

Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting‑edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.

Role Description

  • The Customer Onboarding Manager is one of the first members of the post‑sales team to work with new and existing clients. The Customer Onboarding Manager is responsible for transitioning our clients from the sales process through onboarding and implementation of their new platform, while reinforcing the Insider vision of true 1‑to‑1 personalization driven by the client’s data.
  • Responsible for understanding client’s business requirements and use‑cases, managing project delivery, and ensuring accelerated time‑to‑value realisation from their investment in Insider.
  • It is critical during this initial period that our new clients are enabled and empowered to use the platform to its fullest potential. The Customer Onboarding Manager is the key member of the Onboarding team and is responsible for ensuring smooth, timely, and complete Insider platform adoption and client confidence in their new system.
  • Using a combination of hands‑on approach with strong project management principles and technical knowledge, the Customer Onboarding Manager will provide technical guidance to the client, supporting them through setup while having a full understanding of the client’s application environment and data in order to provide optimal solution design recommendations for integration in a timely and impactful manner.

Job Description

  • You’ll be the face of Insider to our clients! You’ll be the bridge between their needs and our technology.
  • Help our clients understand their needs and which of our features and products best match their goals and expectations.
  • Make sure our clients are utilizing our technology at their best so that we can fully provide them our world‑class service. You’ll monitor and facilitate the customer’s adoption of our technology.
  • Work with our data‑geeks (aka engineers and developers) and product specialists whenever it’s required to make sure the client has full tech support, if necessary.
  • Develop and maintain key account plans that identify opportunities to boost the value we’re looking to add to our clients’ organisation.
  • Proactively provide constant feedback to your team on market trends, unmet needs, and opportunities to create a bigger impact on our partnership with our client.
  • Establish a trusted adviser relationship that ensures our customer’s overall satisfaction with our services and technology.
  • Plan strategies to help the customers meet their objectives, prioritising and driving resolution on escalated customer issues.
  • Bring new product ideas to the table! As an account strategist, you will be helping our product and design gurus shape our product roadmap.

    • What we expect from you.

  • A university degree in Business, Marketing, or related fields.
  • 4+ years relevant work experience in customer‑facing customer success, account management, or strategic consulting organisation within Martech or SaaS.
  • Strong communication skills in both writing and speaking (English & Malay).
  • High sense of responsibility and accountability.
  • A strategic thinker with excellent project management skills.
  • Customer‑oriented and able to establish a robust relationship with the assigned customer base.
  • A self‑motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption.

    • We provide equal opportunity in a zero‑discrimination workplace and welcome everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

    Please follow Insider on LinkedIn, Instagram, Youtube, and Medium!

    #J-18808-Ljbffr

    Create a job alert for this search

    Manager Malaysia • Kuala Lumpur, Kuala Lumpur, Malaysia