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Manager, Customer Education and Onboarding

Experienced

Numerator | Sales | Las Vegas, NV

The Customer Education and Onboarding Manager is a critical position within the Customer Success Department. This individual owns the first 90 days of a client relationship to ensure customer expectations are met and critical success milestones have been achieved. The Customer Education and Onboarding Manager collaborates with the Account Team to proactively train users of our platform on identified use cases to drive customer adoption and impact stories.

Responsibilities:

o Develop educational content for use with onboarding, the Customer Help Center, and on-going customer education
o Create learning progressions to support a Customer’s journey from beginning to more advanced platform use based on key business questions
o Confirm and refine with initial use cases and lead platform acceleration/expansion of user base
○ Collaborate with Client Directors, Sales Directors, and Engagement Managers to build and execute components of the Account Plan and Customer Success Plan
○ Refine playbooks and strategies to ensure key power users and business owners are properly onboarded when contact turn occurs mid-cycle or during a renewal
○ Provide feedback to Product Team to help improve platform offerings
○ Continually create or refine processes and internal documentation
Skills & Requirements

○ Bachelor’s or Master’s degree with at least 3 years of relevant experience
○ Desired CPG experience in Brand Marketing, Market Research, Category Management, and/or Shopper & Consumer Insights roles, or experience as a service provider to these functions
○ Understanding of both syndicated and household panel date (Nielsen and/or IRI)
○ Working knowledge of enterprise software applications and services designed for the retail and consumer goods industries is highly valued (e.g., Nielsen, IRI, NPD, Dunnhumby)
○ Working knowledge of Business Intelligence software such as Microstrategy, Tableau, QlikView, or Business Objects
○ Expertise with one or more of Numerator’s products is advantageous
○ Skilled at developing relationships with clients to become a trusted and value-added business partner
○ Excellent oral and written communication skills
○ Strong organizational and project management skills
○ Strong presentation skills, particularly with training customers in a technological area
○ Ability to easily walk people through an entire process, step by step, and create a story to increase understanding of the data
○ Proven analytic skills: conceptualizing, analyzing, deriving insights from data, and designing an execution plan to achieve success on our platform

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.