Team Lead, Customer Onboarding, Enterprise

Braze

  • Full Time

WHO WE ARE

Braze delivers customer experiences across email, mobile, SMS, and web. Customers, including Burger King, Delivery Hero, HBO Max, Mercari, and Venmo, use the Braze platform to facilitate real-time experiences between brands and consumers in a more authentic and human way. And we do it at scale – each month, hundreds of billions of messages are sent to a network of over 3 billion active users through Braze.

Need more proof? Braze was named a Leader in the Forrester Wave™: Cross-Channel Campaign Management (Independent Platforms), Q3 2021, and was named to the Forbes Cloud 100 list for the fourth consecutive year. The company has also been selected as one of Fortune’s Best Workplace for Millennials in 2021, and was ranked #20 on Fortune’s Best Medium Sized Workplaces in 2021. Braze is certified as a Great Place to Work in the UK and the U.S. and is recognized as one of the UK's Best Workplaces for Women.

WHAT YOU’LL DO

You will spend 75% of your time on Team & Function Management and 25% of your time delivering customer-facing onboardings for large enterprise clients.

Team & Function Management:

  • Be a present coach, managing a team of 3-5 Enterprise Customer Onboarding Managers, including hiring, nurturing staff development, and maintaining staff satisfaction
  • Be the voice of the Enterprise Customer Onboarding Managers stakeholder group with IO and GSS leadership forums, contribute towards and own improvement initiatives that support the stakeholders (technical resources, project management teams, customer executives)
  • You are a problem solver, with a high level of intellectual curiosity
  • You see opportunity and growth in learning more about what you do and how it impacts others

Customer-facing project delivery:

  • Project manage a small portfolio of enterprise customer onboardings to successful outcomes, accelerating Time to Value, growing and retaining customers
  • Collaborate with internal technical resources to empower and train customers to use Braze’s platform and powerful features as efficiently as possible
  • Engage with customer stakeholders to understand their business and technical goals for using Braze, building credible relationships throughout the customer organization, from senior staff to Braze end users
  • Coordinate effectively with client agencies and third parties to drive desired outcomes
  • Help drive early adoption, setting KPIs and success metrics for ROI
  • Advocate customer business use-cases to product development
  • Understand and document client stakeholder roles & hierarchy within a detailed account to ensure successful transitions to the Customer Success Manager team after onboarding
  • Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations

WHO YOU ARE

As an aspiring leader, you inspire team members to grow, develop, and achieve their KPIs.  You enjoy building relationships with customers, including as a peer to more senior stakeholders.

  • Bachelor’s degree in a technical subject area or business field
  • 5+ years relevant experience in a related area, for example: SaaS implementation manager, Customer Success, Professional Services, Mobile Marketing professional working with Enterprise/Strategic accounts
  • 1+ years of people/team management experience preferred
  • You have strong product command and technical domain knowledge of two or more of the following: SaaS, Marketing, Mobile, APIs or Programming
  • You have experience in dealing with technical teams within large and complex organizations
  • You are an excellent communicator with strong influencing skills
  • You have exemplary written and verbal communication skills coupled with unparalleled follow up skills
  • You’re known for being a “team player”: you work well with internal stakeholders as well as external stakeholders

WHAT WE OFFER

  • Competitive compensation that includes equity
  • Generous time off policy to balance your work and life, including paid parental leave
  • Competitive medical, dental, and vision coverage for you and your dependents
  • Collaborative, transparent, and fun loving office culture

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