Implementation Specialist managing journals and workflows while collaborating with Publishing teams and GPO. Fostering continuous improvement and documentation of GPO processes.
About the role
- Customer Onboarding Manager at Zappi guiding enterprise customers through platform implementation and onboarding for effective use. Focused on customer success and satisfaction throughout the journey.
Responsibilities
- Manage customers from point of sale through onboarding and implementation to Customer Success handover
- Own onboarding and implementation timelines across a typical 40–60 day customer journey
- Create and implement tailored onboarding plans for new enterprise customers
- Configure customer platform setup, including domains, user access, workflows, and onboarding requirements
- Conduct deep discovery sessions to understand customer goals, business challenges, and implementation needs
- Guide customers through strategic onboarding and platform adoption decisions
- Deliver tailored live platform demos and customer training sessions to support self-serve adoption
- Conduct regular customer check-ins on a daily, weekly, or biweekly cadence to drive implementation progress
- Coordinate closely with cross-functional teams, including Sales, Customer Success, Product, Support, and Operations
- Partner with internal teams to identify opportunities for process optimization and customer growth
- Support customers in achieving fast time-to-live and rapid time-to-first-value
- Reduce customer effort by proactively recommending expertise, resources, and best practices
- Manage multiple onboarding workflows simultaneously while maintaining a high-quality customer experience
- Review and improve onboarding processes, implementation workflows, and customer enablement strategies
- Explore opportunities for automation, AI enablement, and scalable onboarding improvement
Requirements
- Proven experience in SaaS customer onboarding, implementation, or customer success roles, preferably with enterprise customers
- Experience within market research, consumer insights, or research operations, with a strong understanding of research fundamentals and methodologies
- Strong project management skills with the ability to manage multiple onboarding workflows simultaneously
- Experience owning end-to-end implementation projects and customer onboarding timelines
- Excellent communication and presentation skills, including leading customer trainings and live demos
- Ability to conduct structured discovery conversations and translate customer goals into onboarding strategies
- Strong stakeholder management skills, including working with senior enterprise clients and cross-functional internal teams
- Experience collaborating across Sales, Customer Success, Product, Support, and Operations teams
- High level of organization, attention to detail, and ability to manage competing priorities effectively
- Self-starter mentality with a proactive, independent approach to problem-solving, while also thriving in a highly collaborative team environment with strong support structures
- Customer-first mindset with a focus on driving adoption, engagement, and long-term value realization
- Comfortable working in fast-paced, evolving environments with changing priorities and evolving processes
- Curiosity around AI, automation, and operational efficiency improvements
- Ability to learn and explain new software platforms and technical concepts clearly and confidently
Benefits
- Salary range $74,000 - $84,000 per annum + 20% bonus tied to our company bonus plan.
- Three paid company mental health days (these are pre-scheduled, so the entire company can take the same days off regularly to reset)
- Generous PTO - Minimum of 20 days of paid time off per year, plus national holidays. Leave over 30 days requires manager and People team approval.
- Flexible working arrangements, including remote (unless otherwise specified)
- Thoughtfully designed offices to support both individual work and collaboration without interrupting others
- Support setting up your home office, if appropriate
- Wellbeing benefits and access to trained therapists / counsellors
- Company paid Life, AD&D, Short term & Long term disability
- Immediate access to Zappi's Health, Dental and Vision Insurance Plan
- Option to enter Zappi's 401k program after 90 days of employment, matched up to 4%
- Tailored personal development through training allowances, coaching, mentorship and career frameworks
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