Manager, Onboarding Services
Heap
Cairo Governorate, Egypt
Posted on Sep 21, 2024
Contentsquare is a digital experience analytics company dedicated to better customer understanding and making the digital world more human. We power more human experiences through understanding, action, and trust.
Since our founding in France in 2012, we have grown to be a truly global team, representing more than 72 nationalities in offices around the world, including New York, Texas, Colorado, London, Paris, Rennes, Munich, San Francisco, Barcelona, Amsterdam, Tel Aviv, Tokyo, Singapore, and more.
In 2022, we raised $600M in Series F funding. In 2023, we were recognized as a certified Great Place to Work in 5 countries. In 2024, Heap and Hotjar joined the Contentsquare Group, strengthening our analytics platform to provide a 360 view of users' digital experience and to provide end-to-end service to the global market — from entrepreneurs and SMBs/growth companies to Enterprises.
Do you want to learn, innovate and contribute your unique perspective to an industry leader? Join the team dedicated to bringing more human analytics to the world!
Please Note: Scammers are posing as Contentsquare and Contentsquare team members. We’ll never initially contact you via text or GChat, and never solicit money from you. Please visit our careers blog for more information.
About the job:
As the regional Manager for our Cairo Onboarding center of excellence, you will be responsible for the delivery of the onboarding projects across the EMEA region (Europe, Middle-East, including Israel), focusing on Mid Market clients.
You will build and manage a team of Implementation Consultants, Adoption Consultants, Quality Assurance Engineers, and Onboarding Program Managers all based in Cairo, by creating a strong manager / contributor relationship, helping to support on the daily work and critical topics such as escalations and decisions related to customer product adoption and retention.
You will develop a strong understanding of our products and processes, allowing you to appropriately coach your team on complex client situations. You will also be working as an individual contributor for some customers, in an onboarding project management role, providing technical guidance, testing and enablement coordination, using your analytical and technical proficiency to efficiently guide the client in their end-to-end onboarding. You will have dynamic days managing and reporting on onboarding projects, helping escalation resolution and ensuring our client's success in achieving their objectives.
You will serve as a member of the Professional Services organization, building strong relationships with your internal partners to drive a successful customer onboarding.
What you will do:
- Hire, onboard and manage a team of up to 10 team members (Implementation Consultants, Adoption Consultants, Onboarding Program Manager, QA Engineers) with different levels of seniority and expertise.
- Act as the regional delivery lead to ensure an excellent quality of onboarding project management within the team. Drive the team's success in achieving OKRs, mainly focusing on project execution and client satisfaction.
- Work closely with the leads from Account Management, Customer Success Management, and Quality Assurance teams to drive success based on clients’ and companies’ objectives.
- Be responsible for the resolution plan of critical escalations, supporting the Onboarding team in the creation and deployment of a resolution path, and provide outstanding communication to all stakeholders.
- Proactively manage customer and internal stakeholders’ expectations during the customers’ onboarding and deployment phase.
- Partner with Enterprise Onboarding teams and Onboarding Operations teams (QA, Engineering, Ops, Strategy) to establish a clear path for the success of the team. Support the functional leaders of each role in other areas of the world, as your team will matrix to each of those leaders. Direct managerial report to the Global Head of Onboarding. Strong connection and reporting to the Head of EMEA Enterprise Onboarding + Functional Lead for the Onboarding Program Management role.
What you'll need to succeed:
- Fluent English and Arabic. French is a bonus.
- 8-10+ years experience working in a corporate environment, with 3-5+ years of experience in a management role, leading several client-facing contributors mainly focusing on technical or enablement activities and project management operations, such as implementation, technical account management, solutions consulting, or other customer-facing teams.
- Robust experience in customer-facing roles with preferably SaaS organizations of global companies.
- The ability to work well in a global, dynamic, cross-functional, team-based environment. A proactive, self-driven approach combined with strong collaboration skills with the internal peers across the rest of EMEA is needed.
- Strong analytical and problem-solving skills.
- Effective written and verbal communication skills.
- At ease with managing and prioritizing multiple projects at the same time, and with escalation management. Good understanding of Agile development processes and methodologies.
What makes you stand out:
- Familiarity in web technologies like JavaScript, CSS, HTML and/or an experience with application development or SDK implementation is beneficial but not required.
Why you should join Contentsquare:
▪️ We’re humans first. We hire dedicated people and provide them with the trust, resources and flexibility to get the job done
▪️ We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits
▪️ We are a fast-growing company with a track record of success over the past 12 years, yet we operate with the agility of a startup. That means a huge chance to create an immediate and lasting impact
▪️ Our clients, partners and investors love our industry-leading product
To keep our employees happy and engaged, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are a few we want to highlight:
▪️ Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
▪️ Work flexibility: hybrid and remote work policies
▪️ Generous paid time-off policy (every location is different)
▪️Immediate eligibility for birthing and non-birthing parental leave
▪️Wellbeing and Home Office allowances
▪️A Culture Crew in every country to coordinate regular outings such as game nights, movie nights, and happy hours
▪️ Every full-time employee receives stock options, allowing them to share in the company’s success
▪️We offer many benefits in various countries -- ask your recruiter for more information
We are a 2024 Circle Back Initiative Employer – we commit to responding to every applicant
Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
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