Customer Experience Onboarding Project Manager – Workvivo

Workvivo is a digital experience platform that brings workplace culture to life and empowers employees to be heard and feel included, no matter where they work. We are committed to our customers, obsessed with improving employees’ working lives, and driven by results. From automotive, technology, manufacturing, logistics, finance, and everything in between, we roll out the Workvivo platform to diverse organizations across the globe to enhance their employee experience.

Workvivo is part of Zoom, an all-in-one intelligent collaboration platform that makes connecting easier, more immersive, and more dynamic for businesses and individuals. Zoom technology puts people at the center, enabling meaningful connections, facilitating modern collaboration, and driving human innovation.

Our Onboarding Project Managers are there from Day 1 to guide customers through the implementation and onboarding processes – from goal setting, platform

setup, product training and change management to make sure the customer reaches value as soon as possible.

Responsibilities:

• Understand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding process

• Deliver projects following the Workvivo Customer Experience Implementation methodology

• Proactively manage multiple customer projects within scope and schedule

• Engage and manage key customer stakeholders throughout the implementation

• Deliver high customer satisfaction with every interaction

• First point of contact for all aspects of your customer during Onboarding

• Deliver training workshops and presentations to the customer in person / via video conferencing platform

• Train and educate customers on how to effectively use Workvivo features and capabilities to meet their goals, advise and impart best practices at customer touch points

• Communicate with customers appropriately and manage expectations to ensure that the project is a success

• Carry out continuous self-learning on product features to remain up to date

• Develop and enhance documentation as required for successful rollout of the Workvivo product

• Ensure smooth transition of the customer to the Customer Success team post deployment

• Sustain focus on continuous improvement, participate in internal projects to optimize processes and product offerings

• Collaborate closely with the Product team – act as ‘voice of the customer’ and translate

customer feedback into product insights and strategy

The ideal candidate will have:

• 3+ years experience in a customer facing role (Previous experience of software project implementation/new customer onboarding would be beneficial)

• Excellent Interpersonal and Communication skills

• Strong competency in Project Management techniques and a “Customer First” mentality; ability to empathize and build customer loyalty

• Experience with Monday.com is beneficial but not required

• Appetite for fast-paced, high energy environment

• Strong time management – you will manage numerous implementations simultaneously

• Ability to adapt as priorities and customer needs change

• Proven consultancy skills with the ability to identify opportunities and promote business benefits to a Customer

• Ability to produce well-structured and clear customer facing documentation and reports

• Ability to communicate and advise on technical aspects to non-technical teams

• Fast decision-making ability to meet milestones and deadlines

• Ability to challenge the status quo and seek continuous improvement

• Ability to effectively use available resources and collaborate as needed to

problem-solve and deliver value for the Customer

Salary Range or On Target Earnings:

Minimum:

$89,800.00

Maximum:

$209,600.00