Senior Customer Onboarding Manager, Global Delivery

| Greater NYC Area
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WHO WE ARE

Braze delivers customer experiences across email, mobile, SMS, and web. Customers, including Seamless, HBO, Disney, Urban Outfitters, and Venmo, use the Braze platform to facilitate real-time experiences between brands and consumers in a more authentic and human way. And we do it at scale – each month, tens of billions of messages are sent to a network of over 2 billion active users through Braze.

Need more proof? Braze was named a Leader in the Gartner Magic Quadrant for Mobile Marketing Platforms in 2019. The company has also been named on the Forbes Cloud 100, Inc. Magazine’s 2019 Best Places to Work, and Crain's 2019 Best Places to Work in NYC lists.

CUSTOMER GROWTH - INTEGRATIONS & ONBOARDING

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 high performing Senior Enterprise Customer Onboarding Manager.

WHAT YOU’LL DO

As a Senior Customer Onboarding Manager (GDM), 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 driving them to realize a fast time-to-value from their investment in Braze as efficiently as possible. Your focus will be particularly on Braze’s largest enterprise and global customers, with programs and implementations happening concurrently in multiple client business units and geographies.

Core Objectives:

  • Manage a portfolio of enterprise and global enterprise customer onboardings to successful outcomes, accelerating Time to Value, growing and retaining customers
  • Structure engagement strategies that meet the unique needs of multinational enterprise customers
  • Collaborate with internal Braze teams throughout the sales process to ensure onboarding and integration services are sold and scoped correctly
  • Orchestrate post sale alignment of appropriate resources and teams to support integration activities
  • Act as single point of contact and coordinate engagement and delivery across multiple Braze Onboarding Managers for global clients
  • Engage with customer stakeholders to understand their business and technical goals for using Braze, building credible relationships throughout the customer organization, from senior staff to Braze end users
  • Manage both technical and relationship escalations from client onboarding phase, ensuring appropriate client communications and internal Braze stakeholder involvement
  • Coordinate effectively with client agencies and third parties when needed
  • Help drive early adoption, setting KPIs and success metrics for ROI
  • Advocate customer business use-cases to product development
  • Partner closely with Braze Strategic Customer Success Managers to ensure successful transition of account, including documentation and management of global client stakeholders 
  • Design and continually improve processes for global delivery, including materials that enhance efficiency and customer experience during onboarding
  • Effectively deliver engaging enablement training and workshops
  • Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations

WHO YOU ARE

  • 5 years+ managing complex enterprise implementation projects (with ACV of more than $250K annually) across multiple senior client stakeholders at a SaaS company or similar
  • Substantial experience managing project or services delivery for global clients with multiple stakeholder groups
  • Knowledge of enterprise sales engagements and stakeholders
  • Good communicator with strong influencing and relationship building expertise with Sr Client Stakeholders
  • Strong problem solving skills and ability to manage conflicting priorities
  • You’re known for being a good collaborator and can motivate or maintain enthusiasm throughout the onboarding engagement
  • High level of intellectual curiosity
  • You have strong technical aptitude, potentially with domain expertise in the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc)
  • Project management experience, dealing with large and complex implementations within highly matrixed organizations.

WHAT WE OFFER

  • Competitive compensation that includes equity
  • Flexible time off policy to balance your work and life, including paid parental leave
  • Free daily lunch in the office, including snacks and beverages
  • Competitive medical, dental, and vision coverage for you and your dependents
  • Collaborative, transparent, and fun loving office culture

If you are a California resident subject to the California Consumer Privacy Act, click here to understand how Braze processes your personal information and how you can exercise your rights.

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Location

Easily accessible from Penn Station and Hudson Yards.

An Insider's view of Braze

What are some social events your company does?

Every month, a different department hosts a social event - this provides a great opportunity to get to know and collaborate with people across teams. In addition to broader team social events, we also host a quarterly team outing where we do team building activities and socialize outside the office. It’s really fun!

Zana

Business Development Manager, East

How do you collaborate with other teams in the company?

I work closely with teams from across marketing, as well as from a variety of different departments—from customer success to product—to inform the content we create. Thankfully, the people at Braze aren’t just really smart; they’re also thoughtful and kind. That makes collaboration easier and something I look forward to every day.

Todd

Managing Editor, Content Marketing

How would you describe the company’s work-life balance?

At Braze, we refer to work-life balance as work-life harmony -- and we strongly value it. Our flexible paid-time-off policy gives team members the ability to take time off in the way that suits them best.

Andrew

Senior Manager, People Relations

What are Braze Perks + Benefits

Braze Benefits Overview

Our health, dental, and vision plans are among the best out there — a happy team member is a healthy one. Our flexible time-off policy lets you balance your work and life in the way that suits you best, and includes paid parental leave. Globally, we support you as you plan for your future, through regionally tailored programs like 401(k) matching through Betterment in the US. When it comes to snacks in the office, we've got you covered — and lunch is on us every single day. When it comes to engaging in the community, we take it seriously. Each year we send team members to conferences around the world to engage with the developer community and learn the latest and greatest updates in all of the technologies we use. And lastly, we support your professional growth through formal career pathing, the Braze University learning platform, and ongoing enablement to foster success. Want more? Further your education with tuition reimbursement.

Culture
Volunteer in local community
In addition to volunteering in our communities globally, our Braze Cares program focuses on charitable giving. Employees can curate donation funds to support causes and Braze matches $100 per employee
Partners with Nonprofits
We have a partnership in NYC with New York Edge, a nonprofit bridging the opportunity gap among underserved students by providing programs to improve academic performance, health & wellness & more.
Friends outside of work
Eat lunch together
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Our mentorship program includes Cross-department program.
Continuing Education stipend
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