Description
Figma is growing its team of creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life,whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world.
As an Onboarding Manager, you'll partner with Figma's largest customers and help set them up for immediate success by leading them through a clearly defined onboarding process. You'll build and leverage key cross-functional relationships across Sales, Marketing, and Product Support as you deliver an exceptional onboarding experience. You'll use metrics, customer feedback, and direct experience to help identify new initiatives and materials needed to better engage and support customers.
Responsibilities:
- Own and manage the onboarding process for large customers from pre-sales through successful onboarding closeout
- Partner closely with Account Executives to ensure smooth customer handoff experience
- Understand customer goals and manage their onboarding timeline towards value
- Collaborate with Technical Account Managers, Designer Advocates, and Product Support to drive a seamless customer onboarding experience
- Report on metrics and customer feedback to assess the impact of successful onboarding and identify new customer initiatives and product opportunities
- Develop content and enablement resources for customers to use for training and education
- Understand and consult on product and industry best practices to act as a trusted advisor to customers
Requirements:
- 3+ years of B2B SaaS experience in a customer-facing role working with technical products
- Track record of juggling multiple customer projects concurrently, with strong organisational and project management skills
- Fluency in Japanese and English across written and verbal communication
- Demonstrated ability to build and maintain relationships with customers across a range of roles and seniority levels
- Demonstrated ability to navigate complex business and technical environments with a consultative approach
Nice to Have:
- Experience using or working with Figma, or other UX/UI experience
- Ability to adapt to change and ambiguity as the business evolves
- Adapt quickly to new technologies and continuously learn new tools and systems