Sr. Customer Onboarding Manager

About Kojo

It's time to build. Whether it's creating more housing, upgrading our infrastructure, or adapting to climate change, one thing is clear: the construction industry is at the center of solving our biggest problems. We’re making buildings cheaper and easier to build by transforming the way commercial construction companies buy their materials. Join us.

Founded in 2018, Kojo is now one of the fastest-growing construction technology companies in the world. Construction accounts for $10 trillion in global spend annually and we can’t live without its output - our roads, schools, hospitals, and offices. Despite this, there’s been very little innovation over the past 70 years in how materials - which constitute up to 40% of project costs - are bought and sold. This is our opportunity.

About the Role

We’re looking for a Sr. Customer Onboarding Manager who can onboard new customers to Kojo effectively and efficiently, driving product adoption and usage prior to transitioning the customer to their core Customer Success Manager. This position drives early healthy product usage by providing a thorough implementation experience through product education and training (both virtual and in-person).

Our Onboarding Managers must be excellent project managers of their book of business and committed to seeing out customers adopt and succeed on our platform.

This role will include:

• Launching the implementation process for all new customers quickly and with a high degree of responsiveness and service, to take advantage of a customer’s enthusiasm and momentum upon signing a contract

• Establishing strategic relationships with multiple points of contact within each organization, and conveying Kojo’s value in a meaningful way to all key personas and users

• Conducting all new customer product trainings and following up to ensure adoption across all personas, including traveling to customer field teams in person

• Checking in regularly with customers to ensure that they are actively using our products and answering questions proactively, driving for optimal usage patterns before handing off to their core CSM

• Troubleshooting, supporting, and consulting users on Kojo best practices and workflows

• Ensuring a healthy book of business by identifying churn risk for every customer and developing Save Plans for any onboarding customers at risk

• Synthesizing customer needs and sharing themes with Product in a way that maintains the customer’s perspective while also understanding the broader Kojo product roadmap

• Owning and updating the training content and delivery methods for all user types across Kojo products: Jobsite, Office, Warehouse, and Invoicing/Payments

About You

Are you a results-driven project manager who thrives when they're meeting customers in-person and providing valuable impact to the customers they are supporting? This may be a great role for you!

What you’ve accomplished:

• 5+ years working in a customer onboarding and implementation role in SaaS, software, or technology-based environment; familiarity with construction industry a plus

• Experience conducting technical product trainings, both virtually and in person

• Rapid yet personalized implementation of a software product where metrics and success are based on time to value, adoption, and revenue retention

• Ability to prioritize solving customer problems while managing a large book of business

• Ability to both be aware of an evolving product and influential in proposing updates to onboarding practices to support adoption of newest releases

• Strong written and verbal communication skills in front of a variety of technical and non-technical audiences

What you care about:

• Customer Obsession: You understand that what might be small things to us make a huge difference for them

• Passion: You care intensely about Kojo's success

• Impact: You are both fast-paced and detail oriented

• Innovation: You seek to understand the truth behind problems and find solutions to them

This role is entirely remote for candidates in or around major cities in the Northeast or Central US and requires regular travel.

The total compensation package, including base salary and on-target variable is between $105,000-$140,000 (base salary commensurate with experience).

Working at Kojo

Salary: Your salary will be dependent upon many factors