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Manager, Customer Onboarding - Panel of Record

Experienced

Numerator | Sales | San Jose, CA

The Customer Onboarding Manager is a critical position within the Customer Success Department. This individual owns the implementation and onboarding process for large scale panel of record deals to ensure customer expectations are met and critical success milestones have been achieved. The Customer 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:

• Create learning progressions to support a Customer’s journey from beginning to more advanced platform use based on key business questions
• Develop educational content for use with onboarding, the Customer Help Center, and on-going customer education
• Help build out the onboarding process for clients that are purchasing Numerator Insights for their panel of record
• Act as a Project Manager in helping coordinate data attribution, hierarchy changes, onboarding and ongoing training, and quality checking data before allowing access to the client
• 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


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 data (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
• Ability to travel up to 30% to new clients for onsite trainings and meetings

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.