Customer Onboarding Manager

What You Will Do: You'll be the primary point of contact during the onboarding phase, acting as the bridge between client needs and our platform to ensure a seamless implementation experience. Own and manage the end-to-end onboarding journey, ensuring all projects are delivered within agreed timeline and scope. Lead onboarding kick-offs, set clear expectations, and align on success metrics, timelines, and deliverables with clients. Guide clients in understanding how our products and features align with their goals, ensuring a strong foundation for long-term success. Coordinate closely with internal teams to ensure smooth integration and timely resolution of any onboarding-related challenges. Ensure successful product adoption from day one by proactively identifying risks or delays and driving solutions to keep implementations on track. Build strong relationships with stakeholders, establishing trust and confidence throughout the process. Capture client feedback during onboarding and share insights with internal teams to improve access, product experience, and future improvements. What You Will Need: A university degree in Business, Marketing, IT, or related fields. 4+ years’ relevant work experience in customer-facing customer success, onboarding specialist, account management, or strategic consulting organisations within Martech or SaaS. Strong communication skills in both writing and speaking (English & Malay). High sense of responsibility and accountability. A strategic thinker with excellent project management skills. Customer-oriented and able to establish a robust relationship with the assigned customer base. A self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption.