Who You Are

You have Heart for Service

We provide extraordinary service to our customers, coworkers, and our community by going out of our way to appreciate and support them.

You are Curious

We create products that help our customers listen and be curious, and we ourselves are curious. We strive to understand our customers’ business problems and the solutions delivered with our software.

You Find a Way

We help our customers and employees succeed by finding solutions to their problems. We have a can-do attitude and we do what we say we will do. 

About Alchemer:

Founded in 2006 Alchemer is an enterprise data collection, orchestration, and analytics platform that helps some of the biggest brands to deliver on their missions by enabling them to operationalization feedback by integrating critical data from their Customers (employee, users, patients, vendors, etc) into their key business systems through an easy to use, low code SaaS platform.

About the Job:

As an Enterprise Customer Onboarding Manager, you will own the critical early phase of the customer lifecycle, onboarding Alchemer’s new enterprise customers, and working with the training, professional services, panels, and solutions teams to help the customer become operational and comfortable with the Alchemer platform.

You will be responsible for rapidly understanding each customer’s business requirements and helping them realize rapid time-to-value from their investment in Alchemer’s technology and services.

This is an opportunity to bring your extensive experience as an implementation expert, project manager, business analyst, consultant, and customer success professional to help grow Alchemer’s enterprise customer base.

Key responsibilities & duties

      Project manager

• Project manage the onboarding of enterprise customers to successful outcomes, accelerating time to value, driving customer adoption, and positioning the account for growth
• Log, track, and manage customer and onboarding issues to resolution
• Manage transitions and hand-offs throughout the onboarding process
• Define project goals and build detailed project plans
• Manage project budgets and expenses, and estimate human resource needs
• Get customers back on track when onboarding activities falter of are at risk

      Relationship manager, coordinator and communicator

• Own the customer onboarding process and serve as the customer’s primary point of contact
• Liaise directly with customers to ensure they properly implement the Alchemer platform
• Collaborate with internal training, Application Services, Panel Services, and Solutions resources to ensure the seamless, timely, and efficient delivery of onboarding services for the customer
• Coordinate effectively with third parties, as necessary, to drive desired outcomes
• Advocate customer business use-cases to the internal product development team
• Document client stakeholder roles & hierarchy within a detailed account to ensure successful transitions to the Customer Success Manager and Customer Support team’s after onboarding
• Manage the customer transition from the onboarding team to the Customer Success Managers and Customer Support
• Manage communications both within the enterprise customer’s organization as well as between Alchemer and the customer
• Own and manage multi-level client stakeholder relationships, including cross-functional touchpoints
• Support the Sales to Onboarding Services handover process to ensure a smooth transition from the sales cycle to the onboarding phase

      Consultant

• Collaborate with the customer to establish goals, success measures, key performance indicators, and success tracking and reporting
• Conduct business analysis and coaching
• Engage with customer stakeholders to understand their business and technical goals for using Alchemer, building credibility and establishing Alchemer as a trusted advisor and valued partner
• Translate customer requirements to solutions
• Catalog common customer use cases and related Alchemer solutions
• Coach the customer on survey best practices
• Run discovery sessions with prospects to identify key customer outcomes and requirements
• Effectively deliver engaging enablement training and workshops

     Leader

• Develop processes that shape the onboarding function to drive efficiency, customer engagement, and ability to scale
• Develop and deploy the tools, templates, and other artifacts needed to effectively deliver a consistent and exceptional customer onboarding experience
• Develop and implement the systems needed to manage both prospective and signed customers
• Document customer success stories and convert some of those stories to white papers
• Alert the Alchemer Sales team to imminent or potential customer needs and sales opportunities
• Develop the tools and resources needed to drive ongoing sales of customer onboarding services
• Facilitate client discovery meetings
• Document onboarding best practices and create resources for internal and external stakeholders

Qualifications

• Personable and client-oriented
• Bachelor’s degree in Business Administration, Engineering, Computer Science; MBA preferred
• 5+ years managing complex enterprise implementation projects across multiple senior client stakeholders at a SaaS company or similar
• Significant project management experience and/or formal certifications
• Experience with implementation of ERP, SaaS platforms, or related systems is strongly preferred
• Management consulting experience is a plus
• Good communicator with strong influencing skills
• Strong listening skills; demonstrated ability to ask effective questions
• Ability to turn difficult situations into pragmatic solutions while maintaining customer satisfaction
• Energetic, highly dependable individual with solid organizational and collaborative skills
• Strong business acumen
• Strong problem-solving skills and ability to manage conflicting priorities
• Good collaborator who can motivate and maintain enthusiasm throughout the onboarding engagement
• High level of intellectual curiosity
• Technically-savvy, familiar with system integrations, and have a working understanding of business intelligence systems
• Proficient in Microsoft Office, with strong skills in Excel, PowerPoint, and Word
• Team player with demonstrated communication and organizational skills. Comfortable leading meetings and presenting in front of groups
• Proven ability to thrive under tight deadlines while successfully juggling a multitude of projects simultaneously
• Highly self-motivated, customer centric, with a passion for success
• Bring the right combination of intelligence, ambition and hunger to build a great company, and humility and collaboration to succeed on the Customer Engagement team
• Effective listener who can get to the root of company and customer challenges. High-level problem-solving skills and ability to think creatively
• Deep, inherent customer orientation and mindset.
• Excellent organization and problem-solving skills that enable one to juggle multiple responsibilities at once and consistently meet aggressive deadlines
• Comfortable with ambiguity, dealing with issues proactively and decisively
• Strong persuasive written and verbal communications abilities to clearly convey concepts and recommendations to leaders, from senior executives to line managers
• Confident, comfortable and polished in front of audiences
• Impeccable integrity, credibility, character and ethics

Compensation for this position includes an annual base salary of $100,000 to $110,000, and participation in the Founder’s Pool program.

Alchemer provides a rich benefits package that includes health and disability coverages, an incredible 401(k) option that includes a per-payroll match and immediate vesting, unlimited paid time off and eleven paid company holidays.

Alchemer is taking applications for this position from candidates who are legally authorized to work in the US and do not require now, or in the future, immigration sponsorship for work authorization.