Customer On-Boarding Manager

at Wazoku in London

Want to join one of the UK’s top 50 most disruptive businesses? Wazoku is a leading enterprise software company providing an innovative idea management platform to some of the biggest companies in the UK and globally. We are a successful start-up entering the next phase of our international expansion, growing fast and highly ambitious.

In line with our ambitious goals and as part of our Customer Success strategy, we are looking for a new Customer On-boarding Manager to join our growing team.

The Role

Expert and Advisor:
• Gaining a detailed understanding of each customer’s business structure, people, challenges and requirements to ensure Wazoku’s platform is set up to run initiatives and become part of their daily working processes.
• Become an EveryDay innovation and Idea Spotlight product expert; knowing Wazoku’s platform, marketplace and methodology inside-out to provide advice & best practice support internally & externally.
• Shift existing client perceptions and habits to encourage widespread change and adoption of platform and methodologies.
• Contributing to pre-sales conversations to help win new customers or grow existing customer accounts.

Project Management and Set-up:
• Leading new customer on-boarding projects to completion, providing innovation, process and technical expertise, advice & consultancy throughout the initial 90-day deployment planning.
• Ensuring the platform is successfully rolled-out according to required timescales and customer initiative requirements.
• Running multiple projects to tight deadlines. Managing diverse deliverables and encouraging others to do everything required on time.
• Working closely with Customer Success Managers on the creation new initiatives, and configuration for existing customers.
• Training and enablement of new, or existing customers on Wazoku’s methodology, industry best practice and how to use and set up the platform for success.
• Ensuring adoption of new product functionality for all customers through webinars, training and supporting set-up.

Relationship Management and People:
• Building relationships with key customer contacts to ensure high levels of satisfaction and to lay the foundations for continued growth and partnership.
• Building client trust at early stage of engagement to foster honest and robust working relationships.
• Influencing customers to adopt best practice set up and approaches to bring about long term success of their initiatives.
• Working closely alongside other Wazoku teams, as well as any external partners or consultancies to ensure we are meeting and balancing all needs.
• National and international travel to visit customers onsite, as well as online meetings.

The Person
We are looking for someone with the following characteristics:
• Driven. Up for hard work, which is really rewarding when the job is done, working within a super fun team.
• Curious, always keen to learn (you will never stop) and willing to ask why / how / what if.
• Capacity to learn quickly and retain a lot of varied information from technical detail and requirements, to methodologies, innovation theory, and customer specifics.
• Self-aware and emotionally intelligent, with the ability to read a room/ customer dynamics/ organisational politics, understand what’s required, and be able to position yourself appropriately.
• Ability to display empathy with customers to build solid relationships.
• Conscientious: Always wanting the best for the team and customers, and able to drive your own development and learning.
• Problem solver: Looking for and presenting solutions, not problems.
• Organised and analytical with the ability to work well under pressure without missing details.
• Confident, friendly and outgoing. Comfortable presenting to large groups as well as working closely with small teams or one-to-one.
• Resilient and capable of being enthusiastic even when faced with difficult problems.
• Strong communicator, both written and oral, able to progress conversations and projects to the desired outcome.
• A strong interest in tech and innovation, with the ability to clearly explain even the most complicated ideas to a non-techy audience.
• Excellent IT skills – must be highly proficient in a wide range of functionality on both Mac & PC operating systems.

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Published at 14 Sep 2017
Expires on 14 Nov 2017