Onboarding Coordinator (Northern Ireland - Remote)

About the company

ThreatModeler Software Inc. is industry’s #1 automated Threat modeling platform. The successful team members will initially support our services clients, where ThreatModeler was awarded a single or multi-year competitive contract. The effort is to perform client implementations, ranging from gathering client requirements for Threat modeling services and rolling out ThreatModeler’s platform across the enterprise.

Purpose of the Role

Customer onboarding managers are a vital customer success position, overseeing client onboarding – possibly the customer journey stage that has the most impact on product adoption, customer retention, loyalty, churn, and overall business development.

The onboarding manager works with the Customer Service Manager (CSM) and onboarding specialists on the team to oversee account setup and implementation, offering product demos / tours and ensuring alignment with stated customer goals and values.

Responsibilities

• Overseeing and managing the customer onboarding process throughout the organisation
• Finding solutions for optimising the customer onboarding process and collaborating with the team to implement them.
• Managing, assigning, and conducting onboarding meetings, product tours, company presentations, and product demos.
• Understanding customer context, overseeing goals, and providing product information to best serve those goals.
• Educating customers and working with the team to optimise their product setup for the quickest path to success.
• Collaborating with the team and creating a process to identify and eliminate roadblocks in the way of customers’ goals.
• Improving product adoption and customer retention and helping foster positive customer relationships that create a loyal customer base.
• Providing materials to help customers learn best practices to better achieve their desired outcomes

What we offer

• Competitive salary and performance-based bonuses.
• Comprehensive benefits package including health, dental, and vision insurance.
• Flexible work arrangements, including remote work options.
• Opportunities for career growth and professional development.
• A collaborative and innovative work environment.

Essential Skills

• 3-5 years of experience in customer onboarding, communications, customer service and support, sales, account management, or customer success. Customer success courses / training are good to have.
• High emotional intelligence and empathy skills.
• Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues.
• Strong analytical and goal-oriented mindset backed by basic-to-advanced project management skills.
• Ability to de-escalate customer support requests and maintain a positive, goal-driven customer relationship.
• Advanced IT&C knowledge and capabilities and ability to learn new software tools on the job.
• Experience integrating and migrating legacy systems to new software solutions in a way that best serves client and business goals.

Desired Requirements

• Scrum fundamentals
• Project Management Professional (PMP)

Person Requirements

• Ambitious
• Self-motivated
• Hard working
• Results orientated
• Curious mind - always looking to learn
• Detailed oriented
• Prioritisation and flexibility