Senior Customer Onboarding Manager I

As a Senior Customer Onboarding Manager I at Braze, you play a vital role in the customer lifecycle by facilitating the onboarding of new clients. This includes managing program delivery, understanding client needs, fostering relationships with customer stakeholders, and collaborating closely with the Customer Success team to ensure a smooth transition and effective use of Braze’s platform.

Candidates for the Senior Customer Onboarding Manager I role at Braze should have over 2 years of experience in managing complex onboarding projects in a SaaS environment. Strong project management skills, familiarity with Agile methodologies, and effective communication capabilities are essential for success in this role.

The culture at Braze is built on collaboration, kindness, and passion. As a Senior Customer Onboarding Manager I, you will find a supportive environment that champions teamwork and defies conventional norms, allowing you to thrive while contributing positively to our clients’ experiences.

At Braze, career growth is fostered through formal career pathing, learning platforms, and tuition reimbursement. As a Senior Customer Onboarding Manager I, you will have access to continuous professional development and opportunities to engage with diverse projects and teams.

One of the main challenges for a Senior Customer Onboarding Manager I at Braze involves managing complex client needs and aligning them with the capabilities of our platform. Additionally, balancing multiple stakeholders and ensuring timely onboarding while setting appropriate KPIs can also be demanding yet rewarding.

In this role at Braze, you will utilize various project management tools and customer success software to track onboarding progress, manage relationships, and report on key performance indicators. Familiarity with APIs and data analytics could also be beneficial for technical discussions with clients.

For candidates based in the United States, the starting salary range for a Senior Customer Onboarding Manager I at Braze is between $73,800 and $100,800 per year, with an On Target Earnings (OTE) projection between $82,000 and $112,000, which includes bonuses and commissions.

When answering this question, reflect on specific projects where you managed the onboarding of complex software solutions. Discuss your role, the challenges faced, and how you collaborated with both internal teams and the clients to achieve successful onboarding. Highlight your problem-solving skills and any metrics that showcase your success in those projects.

In your response, emphasize your approach to relationship-building, such as actively listening to client needs, personalizing the onboarding experience, and maintaining regular communication. Share examples where these strategies led to successful outcomes and repeat business.

Discuss your project management methodology and tools you utilize to stay organized. Explain how you assess urgency and importance when prioritizing tasks, and provide an example of a time when effective prioritization enabled you to meet client expectations despite conflicting timelines.

Be prepared to narrate a real-world scenario where you faced client challenges during onboarding. Highlight the steps you took to resolve the issue, focusing on your communication and problem-solving skills while emphasizing the positive outcome that resulted.

Indicate the Key Performance Indicators (KPIs) you consider vital for assessing onboarding success, such as client satisfaction scores, time-to-value, and usage metrics. Discuss how you collect data and analyze it to refine the onboarding approach continually.

Emphasize the importance of teamwork in onboarding. Discuss how collaborating with technical teams, customer success, and other departments ensures clients receive comprehensive support and a seamless experience. Provide examples from your previous roles to illustrate your collaborative efforts.

Prepare to summarize your insights into Braze’s core products and features, such as customer engagement tools, cross-channel messaging, and real-time data capabilities. Explain how these offerings solve specific customer challenges and enhance their marketing efforts.

Your answer should reflect your understanding of individual client requirements. Discuss your approach to tailoring onboarding sessions and materials to resonate with different business contexts while ensuring they align with Braze’s best practices.

Share the tools you prefer for project management and tracking, along with methodologies like Agile or Lean that you utilize. Illustrate how these practices enhance efficiency, deliverables, and communication with clients from the onset of the onboarding process.

In answering this question, articulate your passion for customer engagement and highlight what excites you about Braze’s culture, products, and commitment to achieving customer success. Connect your values and professional goals with the mission of Braze to make a compelling case for your fit.