Sitetracker

Onboarding Manager

Sitetracker

full-time

Posted on:

Location Type: Hybrid

Location: Austin • United States

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About the role

  • Orchestrating the initial success and long-term value realization for our customers.
  • Ensuring customers are fully prepared and proficient with Sitetracker.
  • Driving immediate customer value through robust Customer Success practices.
  • Creating, maintaining, and executing comprehensive success and account plans.
  • Navigating complex customer organizations to promote widespread account adoption.
  • Engaging in direct and candid conversations with customers for alignment and engagement.
  • Partnering cross-functionally to address gaps and mitigate churn risks.
  • Influencing internal processes and advocating for customer needs.

Requirements

  • Core Onboarding Manager skills:
  • - Uses evaluation, judgment, and interpretation to select the right course of action.
  • - Works independently, with work reviewed at critical points, demonstrating strong personal project management skills.
  • - Creates and executes comprehensive account and success plans, driving customer-focused initiatives.
  • - Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining results.
  • - Proactively anticipates issues and blockers that could impact the organization in the near future.
  • Improving customer experience and satisfaction, including stakeholder management:
  • - Provides a high-touch customer engagement that ensures continuously increased value from Sitetracker.
  • - Communicates effectively to key stakeholders when called upon, incorporating constructive feedback.
  • - Engages confidently with all levels of a customer organization, maintaining appropriate cadence for diverse audiences.
  • - Drives efficiencies in the team by advocating for process improvements and tools that better engage customers.
  • - Proactively shares information, actively solicits feedback, and facilitates communication for multiple stakeholders.
  • Demonstrating 'Business Value Realisation' (BVR), and contract value:
  • - Identifies business value metrics specific to customer business processes, tying them directly to Sitetracker value.
  • - Builds jointly-owned success plans with defined adoption milestones, aligning executives around usage and outcomes.
  • - Confidently demonstrates the product in a way that reinforces embedded value, clearly linking engagement to measurable ROI.
  • - Consistently identifies and benchmarks new, creative, customer-specific business value metrics and KPIs.
  • - Proactively mitigates adoption risks to protect retention and expansion, showcasing high-level strategic foresight.
  • Technical Aptitude:
  • - Builds stable working relationships internally, both within and across teams.
  • - Communicates industry knowledge and best practices to the customer based on previous customer experience.
  • - Applies prior experience in technically focused roles (e.g., pre-sales, solutions engineer) to support customer queries and bridge small technical gaps.
  • - Serves as an internal consultant for industry updates and preferred Sitetracker methods of interaction.
  • - Develops the aptitude to articulate Sitetracker architecture, object relationships, and platform features, becoming a trusted technical advisor.
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success practicesproject managementaccount planningbusiness value realizationcustomer engagementstakeholder managementKPI identificationtechnical aptitudeSitetracker architectureproduct demonstration
Soft Skills
independent judgmentcommunicationinfluencingproactive problem-solvingrelationship buildingfeedback solicitationcross-functional collaborationstrategic foresightadaptabilitycustomer advocacy