Customer Onboarding Manager, Scale

Job Description

Braze (Nasdaq: BRZE) is a leading, comprehensive customer engagement platform that powers interactions between consumers and brands they love. With Braze, global brands like Burger King, Delivery Hero, HBO Max, Mercari, and Venmo can ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing campaigns, and continuously evolve their customer engagement strategies. And we do it at scale – last fiscal year our customers used Braze to send approximately 1.5 trillion messages to billions of monthly active users.

But we’re so much more than our platform. Although we’ve recently grown to a team of over 1,300 people, Braze still buzzes with energy, collaboration, and transparency. We value curiosity, individuality, and tenacity—as part of the team, you’ll be encouraged to take your seat at the table and create your own destiny. Our values are inspired by our employees, which means Braze is a place where you can truly be yourself. We're growing, with a focus on building for the long term under tenured leadership and continuing to evolve for the better.

Need more proof? Braze is proudly certified as a Great Place to Work® in the U.S. and the UK. In 2022, Braze ranked #1 on Fortune’s Best Small and Medium Workplace in New York, #5 on Fortune’s Best Workplaces for Millennials in the US, and #11 on Fortune’s Best Medium Sized Workplace for Women in the UK.

You’ll find many of us at headquarters in New York City or around the world in Austin, Berlin, Chicago, London, Paris, San Francisco, Singapore, Tokyo, and Toronto.

Our mission is to help customers grow by driving value, delivering world-class support, challenging the status quo and creating solutions for business needs and outcomes. We create long-term partnerships with our customers that are built on trust. We’ve got a talented team of experts dedicated to help customers get the most value out of Braze. We succeed by making others successful – providing a great customer experience, and we support each other along the way. To achieve this goal, we’re looking for a passionate Customer Onboarding Manager.

As a Customer Onboarding Manager, you will own the critical early phase of the customer lifecycle, onboarding Braze’s new clients, and working with Customer Success Managers to deliver great results. You will be responsible for rapidly understanding each client’s business requirements and managing the programme delivery, driving them to realise a fast time-to-value from their investment in Braze as efficiently as possible.

Core Objectives:

• Project manage a portfolio of Scale customer onboardings to successful outcomes, accelerating Time to Value
• Maintain and manage internal stakeholders in support of fostering a cohesive and compelling customer experience
• Engage with customer stakeholders to quickly understand their business and technical goals for using Braze, building credible relationships throughout the customer organization, from senior staff to Braze end users
• Effectively deliver engaging enablement training and workshops on both strategic and technical topics
• Take ownership of technical workstreams in onboarding projects and work directly with client side product and engineering stakeholders
• Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations
• Help drive early adoption, setting KPIs and success metrics for ROI
• Advocate customer business use-cases to product development
• Understand and document client scope, integration approaches and stakeholder roles & hierarchy to ensure successful transitions to the Customer Success Manager team after onboarding
• Contribute to the design and improvement of processes and materials that enhance efficiency and customer experience during onboarding
• Where required, coordinate effectively with client agencies and third parties to drive desired outcomes

• 1 year+ experience in a client facing work environment
• Experience with project management and technology implementation
• Have a high level of intellectual curiosity and the ability to constantly learn
• Excellent analytical, problem diagnosis and creative problem-solving skills with the desire and ability to identify, and help implement changes
• Strong listening and verbal communication skills: you will need to to quickly understand customer needs or issues and deliver a clear and concise response via video calls and emails
• Ability to manage conflicting priorities and thrive in a fast-paced environment
• You’re known for being a good collaborator and can motivate or maintain enthusiasm throughout the onboarding engagement
• You have demonstrated interest/experience in one or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc).

A great culture that delivers excellent benefits, and where openness, curiosity, collaboration and career growth are encouraged and supported. You will also have the opportunity to work, daily, with Braze’s clients, many of whom are the most innovative and exciting global brands in the world.

WHAT WE OFFER

From comprehensive benefits to remote availability to flexible time off, we’ve got you covered so you can prioritize work-life harmony.

• Competitive compensation that includes equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services that include fertility benefits and equal paid parental leave
• Global presence, dog-friendly offices, and remote availability
• Professional development supported by formal career pathing, learning platforms, and tuition reimbursement
• Community engagement opportunities throughout the year, including an annual company wide Volunteerism Week
• Employee Resource Groups that provide supportive communities within Braze
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®

If you are a California resident subject to the California Consumer Privacy Act (“CCPA”), as amended by the California Privacy Rights Act (“CPRA”) which comes into effect January 1, 2023, click here to understand how Braze processes your personal information and how you can exercise your rights.

If you are located in the EU or UK visit our privacy policy to understand how Braze processes your personal information and how you can exercise your rights.