Manager - Customer Support
Jet Support Services, Inc. (JSSI)
Job Level
Junior
About the role
- Act as the project manager for new client implementations, driving timelines, deliverables, and communication.
- Configure and set up client accounts according to contract terms and client requirements.
- Lead kickoff meetings, onboarding calls, and training sessions to ensure client readiness and adoption.
- Collaborate with Sales to fully understand client goals, solutions sold, and key success criteria.
- Partner with internal teams (Product, Customer Success, Support) to ensure smooth rollouts and client satisfaction.
- Serve as the client’s trusted point of contact during onboarding, providing proactive updates and resolving blockers.
- Document onboarding workflows, client configurations, and training materials for consistency and scalability.
- Monitor onboarding metrics and escalate risks to ensure timely and successful launches.
- Gather client feedback during onboarding to drive improvements and enhance future implementations.
Requirements
- 1–3 years of experience in onboarding, implementation, client project management, or a customer-facing role (SaaS or tech preferred).
- Excellent organizational and project management skills with the ability to handle multiple clients and timelines simultaneously.
- Exceptional communication and presentation skills; comfortable leading client-facing meetings and trainings.
- Strong problem-solving abilities and a proactive, solutions-oriented mindset.
- Experience working cross-functionally with both technical and non-technical teams.
- Familiarity with CRM, project management, and SaaS tools is a plus.
- Bachelor’s degree in Business, Communications, or a related field preferred.
