Project Manager, Customer Onboarding

Spinnaker Support provides global enterprise software support, managed services, and project-based consulting to many of the world’s most recognized and respected brands. Founded in 2008, our customer focus, business integrity, exacting standards, and depth of expertise have earned us the trust and loyalty of over 1,300 organizations located in 104 countries. Our dedicated international team works closely with every customer to ensure they receive exceptional, customized services that clear the way for their operational success. Today, Spinnaker Support is proud to be the industry’s highest-rated provider for third-party software support services for Oracle, SAP, Microsoft, VMWare, Postgres and Salesforce.

The Customer Onboarding Manager is responsible for overseeing the onboarding of new customers for service delivery. This person manages and facilitates all activities associated with Spinnaker Support’s process for onboarding new customers, including archive activities. This position will need to develop a strong working relationship with customers, third-party vendors, as well as many internal resources to facilitate the onboarding process. Our Customer Onboarding Manager serves as the primary point of contact for customers throughout the onboarding project lifecycle and conducts regular project status meetings. The role must utilize superior organizational skills to act as the primary liaison between the customer and internal departments, to facilitate assigned tasks and represent Spinnaker Support objectives. Our Customer Onboarding managers are very team-oriented but must balance priorities and manage workloads independently. The ability to facilitate relationships, getting people to work together in an efficient manner, is of utmost importance in this position. The Customer Onboarding PM works closely with sales, IT, archive analysts, customer executives, and operations delivery teams to ensure the appropriate support of the customers during the onboarding process.

Responsibilities:

• Oversee the onboarding of new customers for service delivery
• Manage and facilitate all activities associated with Spinnaker Support’s process for onboarding new customers including archive activities
• Cultivate strong working relationships with customers, third-party vendors, as well as many internal resources to facilitate the onboarding process
• Serve as the main point of contact for customers throughout the lifecycle of the onboarding project and conducts regular project status meetings
• Utilize superior organizational skills to act as the primary liaison between the customer and internal departments, to facilitate assigned tasks and positively represent Spinnaker Support objectives.

Requirements:

• Passion around delivering a seamless customer onboarding experience
• 6+ years in a customer facing role and project management experience desired (certification is a plus)
• Outstanding time management skills with ability to multi-task and to prioritize to ensure effective, timely follow-up
• Ability to build & maintain strong relationships with customers and stakeholders – internal & external.
• Proven skill in project scheduling
• Ability to work well in cross-functional teams and facilitate the resolution of issues to meet customer and internal staff expectations
• Strong customer service as well as written and verbal communication skills
• Excellent presentation skills
• Flexible & resilient, adaptable to a high-change environment and open to new concepts and/or processes
• Ability to make decisions that are timely and well thought out and that achieve results consistent with the customers’ needs, business goals, and organizational culture
• Ability to identify and seek needed information/research skills
• Ability to work independently and in a self-directed manner
• Ability to be very team-oriented and balance priorities and manage workloads independently
• Strong Oracle and/or SAP Software experience is a definite plus