Principal Customer Success Onboarding Manager

Overview

Working at Atlassian

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Responsibilities

The Principal Customer Success Onboarding Manager is responsible for assessing, designing and developing new hire enablement programs that accelerate customer success' time to productivity. 

The individual in this role will work with customer success leaders and subject-mater-experts to develop a holistic enablement program that spans products/solutions, skills, systems and processes, and customer engagement best practices. Success in this role requires a deep understanding of enterprise selling and the customer journey, along with a creative approach to designing learning experiences, with an emphasis on application.

This is someone who is passionate about working with customer success teams, effective at building relationships, and adept at synthesizing large amounts of complex information to make it simple and actionable.

This position is an individual contributor role and will report to the Director, Revenue Onboarding.

Responsibilities:

Requirements Gathering 

• Engages customer success and business leaders to gather and prioritize competencies, and onboarding requirements, to inform the onboarding strategy

• Develops comprehensive enablement strategy for onboarding, including role-specific tracks and programs, and secures executive sponsorship across customer success and business leaders 

• Calibrates and aligns divergent requirements as needed and ensures onboarding program aligned to evolving priorities and GTM strategy

Program Design and Content Development

• Engages the target audience to vet and refine onboarding program objectives, components and content

• Designs learning experiences and collaborates with subject-matter-experts across the business to create the supporting content and exercises

• Defines the role of customer success management coaching in driving onboarding effectiveness

• Develops the tools and resources to help customer success management coach their teams 

• Leverages executives for onboarding delivery– from identification, to talking points, to preparation– to elevate the impact of the program

• Conducts pilots to gather field feedback and refine programs 

Program Management · 

• Defines and measures KPIs for program effectiveness, leveraging insights to drive continuous improvement

• Develops and maintains detailed program plans, proactively managing milestones, dependencies and timelines to ensure smooth execution 

• Provides transparency, updates and tracking of program for executive sponsors ·

• Consistently verifies and drives executive sponsor across customer success leaders and business leaders, specific to program plan 

• Oversees all aspects of the rollout and execution of enablement programs

Enablement Production and  Delivery

• Determines the right enablement vehicles and technologies for production and/or delivery of enablement that will optimize target audience consumption and learning

• Identifies and engages customer success leaders and champions to help drive enablement program and content adoption

Qualifications:

• 10+ years experience scoping, planning, designing, developing and implementing effective onboarding solutions for customer success or sales, at a technology company

• Deep understanding of the customer success best practices, sales process, enterprise selling skills and sales methodologies

• Experience working directly with sales and/or customer success to understand their learning needs and vet content 

• Consultative approach and proven track record of effective collaboration and ability to influence at all levels of an organization

• Ability to work with ambiguity and achieve goals in a fast-paced and continuously evolving environment

• Well versed in building skill-based and application oriented learning experiences 

• Agile and engaging facilitator

• Exceptional written and verbal communication skills

• Strong program management skills

• Proactive, self-directed and results-oriented

• Bachelor’s degree, or equivalent, a must

Quali