Customer Onboarding & Project Manager

2004

Founded in London, UK

600+

Enterprise customers

4

Global Offices

OUR MISSION

Since 2004, Orbus Software has embodied a tradition of excellence. This tradition enables our innovative clients around the world to make exceptional strategic decisions.

Trust

Empowerment

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Harmony

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Where you can make a difference at Orbus

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We pride ourselves on the quality of our tech and product teams. Working with the latest solutions and methodologies, you will be immersed in a highly motivated and capable team based in the UK and Europe.

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The engine room of the business - our support teams make sure the whole company runs smoothly. These teams include: People Team, Finance, Marketing and Project Management.

Worldwide

Though we are headquartered in London, UK, we have a global footprint, with regional offices in Australia, Poland, and the US. We have a variety of opportunities throughout these locations in Sales, Tech and Client Support.

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We are working to build a center of excellence for our customers by creating an amazing place to work, learn and develop for our people.

Customer Onboarding & Project Manager

<img class="WACImage SCXW194656927 BCX0" style="margin: 0; padding: 0; user-select: text; border: none; vertical-align: baseline; font-family: "Segoe UI", "Segoe UI Web", Arial, Verdana, sans-serif; font-size: 12px; text-align: justify; background-color: rgba(255, 255, 255, 1); width: 246px; height: 62px">Deploying strategic corporate EA platforms such as iServer, can be challenging for organizations as it requires systematic cultural change and stakeholder adoption in often highly complex organizations and project structures. To ensure the customer gets to the benefits and to the ROI of their iServer platform and solutions early on, it is critical that the onboarding manager accompanies customers through the onboarding phase, acts as first point of contact and ensures to set up a strong and successful foundation for their goals with iServer.  As a Customer Onboarding & Project Manager, you will work with a diverse set of large multinational companies across the globe, to ensure they have the foundations needed to maximize the value of iServer as an important piece of their architecture practice and transformation initiatives. Successful customer onboarding requires both strong project management and leadership skills as you will coordinate the internal technical-operational aspects and communicate with the customer simultaneously. You will be the project lead for multiple customers through the onboarding phase. You will partner with the customer and be accountable to securing leadership commitment throughout the onboarding phase.  The onboarding phase of the customer journey comes to a close when the key onboarding program objectives are achieved, and the post deployment debrief is presented. After this period, the Onboarding team transitions the customer over to the Customer Success / Account Management team.  The Customer Onboarding & Project Manager will work as part of the operations function within our global Professional Services team. The Customer Onboarding Manager will work closely with, and report to, the Customer Operations Manager, and will be a key contributor to the effective and efficient day-to-day operations of Orbus Software’s Consulting practice across regions. This will also involve working directly with Orbus Software customers to manage and plan consultancy engagements, and working internally to ensure that key department KPIs, such as Consultancy utilization targets are met. Core Responsibilities: <ul style="box-sizing: border-box; margin-top: 0; margin-bottom: 10px; color: rgba(51, 51, 51, 1); font-family: "Helvetica Neue", Helvetica, Arial, sans-serif"><li style="box-sizing: border-box">Work in a customer-facing capacity to plan and manage customer onboardings of Orbus Software products, collaborate closely with our Professional Services team, Technical Support team, Sales team, Customer Success Managers and Account Managers, across regions </li><li style="box-sizing: border-box">Act as the project lead during onboarding phase, and coordinate simultaneously 12-20 accounts incl. strategic high-priority engagements</li><li style="box-sizing: border-box">Manage customer communications in written/verbal form; to plan and present “Welcome calls” and “Deployment Debrief calls” with customers and lead those meetings with key customer stakeholders; to guide the engagement as well as to move the project and actions forward </li><li style="box-sizing: border-box">Understand the customer individual context and autonomously and efficiently adapt templates and onboarding program to their needs </li><li style="box-sizing: border-box">Monitor and track Onboarding program implementation progress against project timelines with accountability for qualitative and quantitative key performance indicators (i.e. Customer CSAT, …) </li><li style="box-sizing: border-box">Close the customer onboarding program within project time frame ensuring successful delivery and customer endorsement of the final roadmap (i.e. key recommendations and roadmap to help the customer and Orbus Customer Success & Account Management team to use as guideline for the continuation of the customer journey,...). </li><li style="box-sizing: border-box">Ensure CRM (Salesforce), Support (Zendesk) and our operational Planner and Project Boards (Precursive) are updated per agreed procedures </li><li style="box-sizing: border-box">Contribute to development of project management working tools and materials and continuous improvement of the onboarding methodology and other standardization initiatives within the customer operations team (i.e. identify opportunities for workflow improvement, best practices sharing and implementation, bolster project documentation, training, collaboration, and in other day-to-day & ad hoc areas) </li><li style="box-sizing: border-box">Manage professional services resource request, work allocation and bookings for effective utilization of the professional services teams, and ensure existing customers receive the response and attention relevant to their needs and SLA with a particular focus on the NAM region. </li><li style="box-sizing: border-box">Work with other members of the Customer Operations function to drive consultancy utilization, and ensure other key KPIs are met (such as customer satisfaction, timely deployments etc.) </li><li style="box-sizing: border-box">Prepare regular departmental reports on KPIs and incentives incl. recommendation to Customer Operations Manager </li><li style="box-sizing: border-box">Oversee and manage the internship program within customer operations function and run regular intro sessions, presenting the onboarding and delivery teams </li></ul> Expectations for the role: <ul style="box-sizing: border-box; margin-top: 0; margin-bottom: 10px; color: rgba(51, 51, 51, 1); font-family: "Helvetica Neue", Helvetica, Arial, sans-serif"><li style="box-sizing: border-box">Will be required to develop a holistic understanding of Orbus Software’s market, software and service offerings </li><li style="box-sizing: border-box">Will be required to fully understand the customer acquisition end-to-end process; from demo > Proof of Concept (PoC) > sale > deployment > training > support > maintenance etc. </li><li style="box-sizing: border-box">To fully understand the mechanics of the regional structure and processes for our customer base and consultancy operations </li><li style="box-sizing: border-box">Will be encouraged to develop a deeper, substantive understanding of our operating domains and products by completing relevant certifications & courses (paid for by the company)  </li></ul> Essential: <ul style="box-sizing: border-box; margin-top: 0; margin-bottom: 10px; color: rgba(51, 51, 51, 1); font-family: "Helvetica Neue", Helvetica, Arial, sans-serif"><li style="box-sizing: border-box">Experience in project management and customer onboarding with strong customer facing communication skills and etiquette </li><li style="box-sizing: border-box">Excellent listening skills, diplomatic with the ability to be prescriptive guidance and recommendations and guide the customer in the right direction </li><li style="box-sizing: border-box">Ability to work effectively with others, as part of a small, fast-paced team, and to work collaboratively as a team player together with members of other departments to achieve overall KPIs </li><li style="box-sizing: border-box">Outstanding prioritization skills and ability to balance own and others work among multiple work streams </li><li style="box-sizing: border-box">Highly proficient at all office applications, including Excel. Also “metric-savvy” </li><li style="box-sizing: border-box">Excellent spoken and written English is a must </li><li style="box-sizing: border-box">Self-driven, results oriented and attention to detail </li><li style="box-sizing: border-box">Project Management certification i.e. PRINCE2 Agile, PIM </li></ul> Desirable: <ul style="box-sizing: border-box; margin-top: 0; margin-bottom: 10px; color: rgba(51, 51, 51, 1); font-family: "Helvetica Neue", Helvetica, Arial, sans-serif"><li style="box-sizing: border-box">Ideally experience working in an international and multicultural environment </li><li style="box-sizing: border-box">Experience using Zendesk </li><li style="box-sizing: border-box">Experience using Salesforce </li><li style="box-sizing: border-box">Multilingual </li></ul> What’s in it for you! <ul><li data-leveltext="o" data-font="Courier New" data-listid="3" data-list-defn-props="{"335551671":0,"335552541":1,"335559684":-2,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="0" data-aria-level="2" style="box-sizing: border-box">A massive opportunity for you to develop your skills and knowledge in a supportive environment that thrives on growth and change. </li><li data-leveltext="o" data-font="Courier New" data-listid="3" data-list-defn-props="{"335551671":0,"335552541":1,"335559684":-2,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="0" data-aria-level="2" style="box-sizing: border-box">Competitive salary and benefits (in line with experience) </li><li data-leveltext="o" data-font="Courier New" data-listid="3" data-list-defn-props="{"335551671":0,"335552541":1,"335559684":-2,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="0" data-aria-level="2" style="box-sizing: border-box">Individual performance bonus </li><li data-leveltext="o" data-font="Courier New" data-listid="3" data-list-defn-props="{"335551671":0,"335552541":1,"335559684":-2,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="0" data-aria-level="2" style="box-sizing: border-box">Hybrid working model, 2/3 days in our New York Offices and at home </li><li data-leveltext="o" data-font="Courier New" data-listid="3" data-list-defn-props="{"335551671":0,"335552541":1,"335559684":-2,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="0" data-aria-level="2" style="box-sizing: border-box">Fully remote work if located in AZ, FL, KS, NV, NJ, NC, TX, UT, VA, WA, WI, MD, CO, PA </li><li style="background: rgba(0, 0, 0, 0); margin: 0 0 10px; padding: 0; outline: 0; line-height: 20px; box-sizing: border-box">Curious, open culture, with teams collaborating across geographies</li></ul> Living our Values at Orbus Trust: We build trust across our people, customers and partners through honesty, transparency and communication. Empowerment: We empower our customers and our people with growth, development and experienceClarity: We provide clarity and sense of purpose, focused on helping everyone achieve success and forging a clear vision of the futureHarmony: We work as one team, collaborating closely so we can sustainably change and grow  Find your place at Orbus - We're a diverse and inclusive workplace that promotes a sense of belonging allowing all of our people to bring their whole selves to work every day. Recruitment Companies - Thank you for your interest in our roles – we do not accept unsolicited CVs from recruiters or employment agencies. We will not consider or agree to payment of any referral compensation or recruiter fee relating to any unsolicited CVs. Offers of employment will be dependent on satisfactory references and a DBS check<p style="background: rgba(255, 255, 255, 1); margin: 0 0 10px; padding: 0; outline: 0; line-height: 20px; box-sizing: border-box; color: rgba(51, 51, 51, 1); font-family: "Helvetica Neue", Helvetica, Arial, sans-serif">Any information you supply as a part of the application process will be handled and stored in relation to this application only. Your information will be accessible to Orbus Software People team as well as relevant hiring managers and our recruitment service providers.<p style="background: rgba(255, 255, 255, 1); margin: 0 0 10px; padding: 0; outline: 0; line-height: 20px; box-sizing: border-box; color: rgba(51, 51, 51, 1); font-family: "Helvetica Neue", Helvetica, Arial, sans-serif">If your application is successful, any relevant information you have provided will be added to your personnel file and will be used to administer and manage your employment with us, including for payroll purposes. If you are unsuccessful in the application process, your details and documents will be stored by Orbus Software for 6 months, after which they will be destroyed. You can access, update, or correct the personal information we hold about you at any time

Customer Operations