Client Onboarding Manager

About Firstbase

Remote work is the biggest workplace revolution in history. Nothing will deliver a higher quality of life upgrade in the next decade. The biggest challenge is in providing the infrastructure that makes going remote easy for companies and Firstbase is delivering this core infrastructure that makes remote and hybrid work possible and sustainable for companies around the world.

Today, we serve both workers and businesses by doing two things: we give businesses the ability to instantly support remote workers with all the physical goods they need to do great work (from computers to furniture to company swag & perks), and we give workers the ability to pick and choose what they need for their unique circumstances, then return it when they leave. We’re already working with some of the world’s most interesting companies and delivering service in dozens of countries. That said, it’s still early and there’s much to build, you’ll start with the benefit of momentum and have a broad opportunity to shape the future of our business.

Position Summary

As our dedicated Firstbase Client Onboarding Manager, you will be responsible for organizing and overseeing the end-to-end onboarding of our customers while actively participating in the hands-on execution of implementation tasks. You will work closely with cross-functional teams, clients, and stakeholders to ensure that clients are smoothly onboarded, managing tasks that require a strong blend of project management expertise, technical knowledge and task leadership. 

You will be the primary point of contact for our valued clients to the point of handover to our Customer Success team who will continue to build on the strong implementation foundation to maintain long-term ongoing relationships and plan further expansion opportunities.

This role requires a person who is an energetic and organized self-starter and can juggle numerous projects at any time. This position plays a distinct role in shaping and establishing an implementation practice within Firstbase and therefore the opportunity to shape the ideal customer onboarding experience will be a key contributing factor in our continued growth.

This is a remote position that can be done from anywhere in the US but you will be expected to manage projects across time zones.

Your Key Responsibilities will include, but are not limited to:

• Simultaneously manage the onboarding of multiple Enterprise Customers.

• Engagement Management: Manage the relationship between Firstbase and new clients throughout onboarding of the service. Ensure client satisfaction, successful project delivery, and transition to BAU working alongside the Firsstbase CSM to deliver long-term value from the partnership.

• Project Management: Collaborate with clients project teams and co-ordinate between internal teams to manage and deliver the scope of implementation activities including;

  • Introducing stakeholders to the Firstbase platform and service.

  • Providing comprehensive training and enablement to administrators on Firstbase functionality and operational processes.

  • Coordinating and tracking service activation tasks, including the arrangement of equipment deliveries, data imports, and other essential activities

• Technical Delivery: Demonstrate a strong grasp of the technical intricacies of projects, allowing you to take ownership and actively participate in the implementation process. This encompasses:

  • Managing the configuration and setup of client tenants.

  • Configuring and managing customer Integrations and testing.

  • Providing valuable guidance to clients on integrations and APIs, collaborating closely with our product teams to address any gaps requiring additional development efforts.

  • Serving as a knowledgeable and trusted advisor in all aspects of our SaaS and operational platform.

• Functional Leadership: Assess the current onboarding model and evolve best practices and materials to deliver a quality client experience;

  • Create client-focused training materials to empower self-assistance, ensuring clients have the resources they need for success.

  • Maintain thorough project documentation, including status reports, to ensure transparency and effective communication.

  • Identify and explore potential commercial opportunities to expand our implementation services.

  • Collaborate with the Product and Operations teams to identify and address onboarding challenges and streamline processes.

  • Proactively seek opportunities for process enhancement and foster knowledge-sharing of best practices throughout the organization.

• Lead and motivate internal cross-functional teams involved in client onboarding activities to meet project objectives and timely go-lives.

• Collaborate with internal teams to address technical issues, escalations, and custom requirements. 

• Maintain regular communication with clients, addressing their concerns, and providing updates on project progress.

• Identify potential risks and issues that may impact project delivery and develop mitigation strategies.

• Implement and oversee quality control processes to ensure the highest standard of project delivery.

What We’re Looking For:

• You’re an enthusiastic individual who is a self-starter, strong in execution and used to working in a remote working set up.

• You excel in project management and in written and oral communications.

• You are equally hands-on in technology and can comfortably self-learn to become an expert in the platform.

• You’re motivated by the velocity and ambiguity of an early-stage startup, and you’re eager to contribute to help us constantly improve as we grow.

• You are passionate about Firstbase’s mission and the future of work.

Role Requirements:

• Bachelor's degree in relevant field, or equivalent work experience.

• 3+ years of experience as an Engagement Manager,  Implementation Consultant or Technical Account Manager

• Proven experience as a hands-on Engagement Manager or similar role.

• Ideally experience in equipment supply chain management complexity.

• Strong technical background in software or IT and can quickly pick up technical knowledge in areas such as end user computing (Laptop configuration, MDM, imaging, compliance, Apple and Windows device management).

• Excellent leadership and interpersonal skills.

• Exceptional problem-solving and decision-making abilities.

• Strong communication and presentation skills.

• Ability to work effectively in a fast-paced, dynamic environment.

• Flexible to work with a distributed team across the US, UK and Europe.