Senior Manager of Integration and Customer Onboarding

Senior Manager of Integration and Customer Onboarding is a critical leadership role responsible for overseeing the entire integration process for new clients into Orfium’s Services and Platforms. This role involves strategic planning, team leadership, and close collaboration with internal and external stakeholders to ensure seamless technical onboarding. Senior Manager of Integration and Customer Onboarding aligns the integration strategy with business goals, optimises processes for efficiency, and ensures the delivery of high-quality service to clients. This person will work with the Sales and Marketing team to ensure that the pricing and business processes guide customers towards successful integrations. They work closely with the customer onboarding and implementation manager and product, engineering, and technical operations teams to facilitate a smooth transition from sales to service delivery.

Scope:

The scope of the Senior Manager of Integration and Customer Onboarding includes the leadership and management of the integration team, strategic planning of integration processes, collaboration with cross-functional teams, and direct involvement in key client projects. This role is pivotal in driving the success of client integrations, enhancing product adoption, and ensuring a superior customer experience.

A few things about ORFIUM

Orfium is the global technology leader solving the entertainment industry’s biggest challenges around digital music and broadcast rights management, cue sheets, data, and reporting.

We’re transforming the entertainment ecosystem with industry-leading software and music reporting solutions so that whenever music is played in the world, Orfium is working behind the scenes to support its customers to track it, deliver the data, and help creators, rights holders, and media companies report and monetize the usage.

Orfium works with some of the largest music and entertainment companies in the world including Warner Music Group, Sony Music Entertainment, Sony Music Publishing, Warner Chappell Music Publishing, Universal Music Publishing Group, Ingrooves, Red Bull, and many more! Our team of 700+ operates from locations including LA, London, Dublin, Tokyo and Athens.

We’re music lovers, developers, data scientists and designers - all working together to improve the entertainment industry for everyone. Our people are passionate, dedicated and constantly innovating. We’re committed to creating a fair and transparent working environment where everyone can thrive and be themselves.

We are looking for talented people to join our team who are passionate about making a difference!

Requirements

• Lead and mentoring the team of technical integration managers and collaborated with product and engineering.
• Manage resource allocation and project assignments to meet client needs and timelines.
• Develop and implement the strategic vision for the integration department
• Work with Sales and Marketing on pricing and service options.
• Ensure that the true onboarding costs are clear and can be factored into Orfium’s business and financial planning.s
• Establish clear goals and benchmarks for success
• Serve as a main contact between the integration team and other departments including Sales, Engineering, Onboarding and implementation team, Engineering and customer success.
• Provide technical consultation and support pre-sales stages with the collaboration of the Onboarding and implementation team on the pre-sales stages.
• Work with customers through the pre to post-sales cycle to ensure smooth onboarding.
• Oversee the integration processes for new and existing customers, ensuring their needs are met.
• Continuously evaluate and improve integration processes and methodologies to increase efficiency, reduce cost, and enhance customer satisfaction.
• Implement best practices and innovative solutions for technical onboarding
• Oversee user acceptance testing to ensure all integration meets client requirements
• Ensure a smooth transition to BAU Servicing with comprehensive documentation and sign-offs.
• Monitor the progress of integration projects.
• Identify Risks and implement mitigation strategies (Continuous improvement processes)
• Manage the resolution of integration-related incidents and oversee the implementation of changes in response to client or evolving business needs.
• Maintain open lines of communication with clients and internal stakeholders providing regular updates and project status, challenges and successes. 
• Report on integration team performance, project outcomes
• Work closely with the product and engineering team to ensure integration solutions are aligned with product capabilities and