Customer Onboarding Manager - 12 month FTC

We are Rebels. Inventors. Magic Makers.

Our world class consumer insights platform allows creators to create brands, ads, products and shopping experiences that people love.

We were founded in 2012 with the dream of creating end-to-end automated research. Fast forward 10 years and we have 1,000+ happy customers, 100,000+ ideas tested and we operate in 50+ research markets. Pretty impressive right?

So how do we do it?

Our platform provides access to actionable, quick and smart insights to amplify creative effectiveness and shape winning innovation, empowering creators with the agility and the data they need to make better decisions about the ads and innovation they take to market.

Through working with some of the biggest brands in the world, we’ve built technology that lets our customers see their product innovations and advertising ideas through their consumers’ eyes so they can quickly iterate, optimise, validate and learn — increasing their chances of in-market success.

Zappi is a fast growing advertising and innovation SaaS platform helping Fortune 500 companies such as PepsiCo, Verizon, SoFi and McDonald’s pre-test new ideas and creative content before production. From new products, advertising campaigns, product names, logos, packaging or flavours, Zappi allows companies to dispense with bad ideas and improve on the good ones.

We bring together top expertise in applied statistics, data science, visualisation, UX and engineering, along with the best minds in sales and customer experience to deliver a platform that allows non-expert users to make high-stakes decisions easily and confidently.

To realise our vision we are constantly in search of people who will bring a different perspective, who will challenge our thinking, create value for our customers and apply themselves passionately to our vision and culture.

Zappi is an equal opportunities employer and we consider our diversity to be a major strength. We maintain a constant dialogue with our teams and wider communities about how we can become a more inclusive place to work.

The Customer Onboarding Team

How we onboard our new customers sets the tone for our ongoing relationship with them. As a core member of our customer success team, the Customer Onboarding Manager will set the groundwork for successful product adoption by deeply understanding the customer requirements from the product and helping them with implementation and platform setup. You will conduct check-in calls on a daily, weekly, or biweekly basis to oversee and project manage the onboarding process, from sales to customer success.

You are right for the job if you are comfortable and excited about guiding, supporting, and assisting customers in their adoption processes, from the customer’s first interaction on the platform through to re-onboarding at a later date. Onboarding Managers are typically working with more than one customer at a time, and possibly prospects, and need to be comfortable jumping across projects based on customer needs, remaining calm and professional at all times, and credible with senior stakeholders and end users. As this is a new role at Zappi you will also need to be comfortable experimenting, interested in building new processes, and motivated to improve the onboarding experience.

Requirements

Who are we hiring? Someone to:

• Manage the customer from the point of sale to handover to Customer Success through cross functional alignment
• Create and implement onboarding plans for new customers, from admin to standard users, including setting up domain, providing training, and answering customer questions, bespoke to customer needs
• Do deep discovery with probing questions in order to understand how Zappi can successfully deliver on customers goals
• Educate new customers about our business and the product suite in scope
• Support New Business in onboarding prospects during a pilot/proof of concept journey
• Walk customers through a platform demo that is tailored to and relevant to the customer that will empower them to become self-serve.
• Conduct new customer check-in calls on a daily, weekly, or biweekly basis to complete successful onboarding within agreed time frame
• Review and update onboarding processes to optimise customer experience

Benefits

What we can offer you

• We are paying $90k OTE ($75k base plus $15 OTE)
• Competitive pay scales benchmarked annually.
• Unlimited holidays – we want well rested and motivated teams so encourage people to take plenty of time off. We don’t cap your allowance but do set a minimum of at least 20 days per year plus national holidays.
• Flexible working