Customer Onboarding Manager

About the role

EFI is seeking a Customer Onboarding Manager to join the Inkjet Solutions Business Unit in Londonderry, NH. The ideal candidate will be responsible for the successful onboarding of customers to EFI and will provide oversight and guidance to the Implementation team.

Responsibilities

• Build strong relationships with EFI customers, ensuring they are set up for success from day one.
• Work closely with Sales, Service, Product Management, Production, Supply Chain, Logistics, and Customer Success to deliver a seamless onboarding experience.
• Understand customer sales contracts and become familiar with what was sold, along with any special considerations made.
• Ensure that internal stakeholders are aligned to meet delivery and installation expectations.
• Document and report on installation delays and any other noncompliance or non-completion situations.
• Implement root-cause analysis and trending reports to communicate the success of the onboarding experience to internal teams.
• Provide project management leadership for the implementation team, as well as coach, mentor, and train the team to meet all customer installation demands.
• Participate in discussions regarding installation forecasting, installations scheduled for the upcoming week, as well as debrief on installations from the previous week.
• Act as an escalation point and responsible party for installation issues throughout the entire onboarding process.
• Address process gaps to meet immediate and long-term needs to ensure customer satisfaction with the installation and onboarding experience.

Requirements

Preferred qualifications include a Bachelor’s Degree and a minimum of 5 years’ experience in a similar Sales, Customer Success, or Service Role. Experience managing a team is preferred, as is demonstrated experience in working directly with customers in tandem with internal teams. Exceptional problem-solving abilities and attention to detail are essential, as is proficiency in Windows and MS Office Suite (Word, Teams, and Excel reporting).

Qualifications

• Must have excellent oral and written communication skills.
• Knowledge in the area of industrial printing and shipping logistics is a plus.
• Experience with Salesforce and SAP is also a plus.
• Experience in managing Capital equipment service and/or installations is preferred.

Benefits

EFI is an “Affirmative Action/EEO/Protected Veteran/Disabled Employer.”

Pay

N/A

Schedule

Hybrid