Onboarding Customer Success Manager - APJ

Key Responsibilities:

• Own the Onboarding Journey: Lead customers through a structured and milestone-driven onboarding process. Ensure that customers understand the CyberArk solution, its value, and their path to success.
• Cross-Functional Collaboration: Work closely with teams such as Sales, Professional Services, Support, Sales Engineering, Customer Success Executives, and Renewals to deliver a consistent and coordinated onboarding experience.
• Customer Goal Alignment: Collaborate with customers to define, document, and translate their business objectives into clear, actionable onboarding milestones that align with their goals.
• Roles & Responsibilities Mapping: Identify and assign key customer champions, admins, and end-users critical to the success of the onboarding process and product adoption.
• Risk and Escalation Management: Develop an escalation framework for the onboarding process to quickly address potential issues or blockers, ensuring the timely resolution of challenges.
• Identify Gaps Early: Proactively detect any roadblocks or readiness gaps during the onboarding process and collaborate with internal CyberArk teams to resolve them promptly.
• Regular Progress Reviews: Conduct scheduled check-ins (monthly or bi-monthly) with customers to monitor onboarding progress, address any concerns, and ensure customers are realizing value in a timely manner.
• Advocate Enablement: Recommend and support customers in leveraging CyberArk enablement tools such as training programs, community forums, and documentation for self-service learning and continuous success.
• Continuous Improvement: Gather customer feedback during and after the onboarding process to contribute valuable insights that will help improve the overall onboarding experience and process.

Qualifications:

• Experience: 2+ years of relevant experience in Customer Success, Onboarding, Implementation, or a related role within SaaS or technology companies.
• Project Management Skills: Demonstrated project management skills, or familiarity with managing onboarding processes, timelines, and customer expectations.
• Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex technical concepts clearly and concisely to a diverse audience.
• Customer-Focused Mindset: Ability to prioritize customer needs and proactively engage with clients to ensure they achieve success with the CyberArk solution.