Customer Onboarding Manager, Enterprise

About the role

This position is dedicated to the successful integration and utilization of Kojo's platform by our largest enterprise clients. The hire will serve as the primary implementation lead and point of contact for these strategic accounts throughout their entire journey. You will own the end-to-end success of client adoption, guiding them from initial setup to realizing their full operational potential. This role leverages advanced technology to analyze engagement and proactively manage the health of each account. Success in this position means ensuring clients view Kojo as an indispensable partner in their construction operations. You will be instrumental in translating client feedback into tangible product improvements and strategic insights. Ultimately, this position is critical to driving long-term retention and expansion within the enterprise segment.

Key facts

What you'll do

Orchestrate the management of approximately 20 concurrent implementation projects for major clients, ensuring seamless execution across all engagements.

Collaborate directly with customer representatives to define precise project scopes, measurable outcomes, and realistic timelines that align with organizational goals.

Design and deliver tailored product training sessions for diverse user roles within client organizations, optimizing knowledge transfer and proficiency.

Establish and nurture relationships with every key stakeholder across the client's structure, from day-to-day operational users to executive-level sponsors.

Implement a proactive monitoring system for client platform usage, analyzing data against predefined success metrics to identify and mitigate risks of disengagement early.

Leverage AI-powered analytics to scrutinize customer interactions and usage patterns, surfacing trends and potential issues before they escalate into critical problems.

Synthesize complex and varied customer feedback into structured, actionable themes that provide clear direction for the product development team.

Coordinate closely with technical and internal teams to understand distinct responsibilities, ensuring smooth and efficient transitions for clients during implementation.

Maintain detailed documentation for each client engagement, creating a centralized repository of insights, decisions, and best practices for future reference.

Adapt communication styles and methodologies to meet the specific needs of different audiences, ensuring clarity and alignment throughout the project lifecycle.

Champion the adoption of internal tools such as Claude, Granola, Notion, and Gong to streamline workflows and enhance the efficiency of onboarding processes.

Develop and implement standardized playbooks for the customer onboarding journey, enabling consistency and scalability across all enterprise accounts.

Regularly communicate project status, risks, and successes to internal stakeholders, fostering transparency and trust with both clients and leadership.

Identify opportunities for process improvement within the onboarding lifecycle, proposing solutions that enhance the overall client experience and operational efficiency.

Requirements

Possess a minimum of 3 years of professional experience leading customer implementations, technical programs, or consulting initiatives within a Software-as-a-Service or technology-focused environment.

Demonstrate a proven capacity to manage long-term projects spanning six months or more, effectively coordinating with diverse stakeholder groups while maintaining strict adherence to timelines.

Show a consistent history of delivering technical training to varied audiences, skillfully adjusting communication style and content to maximize understanding.

Have substantial experience managing a complex portfolio of projects, utilizing strong organizational skills to prioritize tasks based on urgency, impact, and resource availability.

Be highly skilled in collaborating with technical teams, possessing the ability to quickly understand distinct responsibilities and ensure accurate client transitions.

Exhibit a strong aptitude for translating disparate customer feedback and observations into cohesive, actionable themes that inform product strategy and development.

Be willing to engage in occasional travel within North America for essential client on-site engagements, with an estimated commitment of up to 20% of total working time.

Display exceptional written and verbal communication skills, with the ability to convey complex concepts simply and professionally to executive and technical audiences alike.

Demonstrate strong problem-solving abilities and a proactive mindset, capable of anticipating challenges and developing solutions before they impact the client experience.

Be proficient in utilizing digital tools and platforms to manage workflows, track project progress, and analyze performance metrics effectively.

Have a deep understanding of the client lifecycle, from initial onboarding through adoption and renewal, and the ability to influence positive outcomes at each stage.

Show a high level of ownership and accountability for project results, taking initiative to drive initiatives to completion without constant supervision.

Possess strong interpersonal skills, enabling the cultivation of strong, trust-based relationships with clients and cross-functional partners.

Be comfortable working in a fast-paced, dynamic environment where priorities may shift and adaptability is essential for success.

Nice to have

Bring experience from the construction industry or a related trades sector, providing unique insights into the specific needs of trade-based businesses.

Hold recognized project management certifications such as PMP, CSM, or equivalent credentials that validate expertise in structured project delivery.

Practical notes

This position is based remotely within the United States, requiring reliable internet connectivity and a suitable home office environment.

Kojo provides a comprehensive benefits package for all full-time employees located in the United States, designed to support well-being and work-life balance.

Kojo is actively committed to fostering a diverse and inclusive workplace culture where all team members feel valued and respected.

Applicants should be aware that legitimate recruitment processes never require sensitive personal or financial information, and Kojo will adhere to this standard strictly.