Implementation and Onboarding Manager

Company Description

Nexxt Intelligence is an innovative technology company disrupting the market research industry with conversational AI. We’re at the cutting-edge of natural language processing and generative AI, empowering market researchers to find rich business insights through our AI-powered platform and API. Our mission is to keep humans at the center of AI-powered workflows, and we are dedicated to expanding our product offerings to revolutionize the way businesses make data-driven decisions by understanding humans in all their diversity.

Job Description

We are seeking a talented and motivated Implementation and Onboarding Manager to join our team and help shape the future of market research. This role falls in Customer Success, with a specific focus on customer onboarding. You will be responsible for cultivating exceptional experience and sustained value for customers by acting as their guide throughout the onboarding process. 

Your primary responsibilities will include the following:

• Oversee the entire onboarding process of a rotating portfolio of customers. This requires a working knowledge of our platform and technology, how to get them set up and the ability to troubleshoot and correct issues.
• Build strong customer relationships by maintaining high levels of engagement and communication. 
• Proactively manage both the customer and internal staff to ensure timelines are met.
• Coordinate and deliver training sessions to ensure confidence in the platform and cultivate customer accountability.

More specific responsibilities include: 

• Run training sessions / share videos for all new clients
• Find client's moments of delight and frustrations on the platform and design changes to the platform or integrate marketing tactics to highlight what works and fix what does not
• Conduct Zoom reviews with subscription and enterprise clients after 2 weeks, 6 weeks, 3 months, 6 months and then every 6 months
• Send client satisfaction survey to all clients on completion of project. Take necessary actions - e.g. respond to clients, update onboarding materials, dev fixes, use positive quotes for marketing, create case studies etc
• Ensure that learning is taken from help desk queries and onboarding materials are updated / dev fixes as made as appropriate
• Ensure help desk queries are monitored and promptly replied to - set KPIs for this and ensure they are delivered against, e.g. all questions received within 8am-5pm EST to be answered within 2 hours, 6-8am within 4 hours etc
• Create / implement an automated drip campaign so new clients are sent 3x emails with helpful materials
• Create / implement an automated drip campaign of 3x emails for clients who have a demo or sign up for a demo account
• Create / implement automated emails to send to clients when they sign up for any of a demo, demo account, newsletter
• Ensure we have all materials necessary for effective client onboarding and these materials are updated as needed (N.B. Current materials include tutorials, short video demos, question type notes, other materials we will need include Full training recording)
• Check in with new DIY clients as needed to ensure they are having a positive experience creating and launching their inca studies
• Program inca surveys for full service and Do-It Together (DIT) inca conversational AI projects
• Analyze and monitor user onboarding on the platform to optimize the platform experience from signup to launching their first project. Considering not just platform features but also points of contact for marketing/sales
• Run demos for prospective clients when needed
• Represent company at sales events when needed
• Build a LinkedIn presence. Ensure linking with all clients who are onboarded, and engage with their content. Also like / comment / share content posted by Nexxt colleagues

Qualifications

We are looking for candidates who are customer-centric and detailed oriented, with strong communication and organization skills. While experience in the market research industry will be an asset, we highly encourage applications with a passion and curiosity to learn about and advocate conversational AI-powered market research. The ideal candidate will be able to explain how their skills make them an effective Implementation and Onboarding Manager, and why helping clients adopt innovative research tools is meaningful and motivating to them. At least one year in a Customer Success role or Client-service side of market research is required.

Additional Information

Our values and how we work:

• Collaboration: we win and lose together. This means aligning our efforts toward mutual success, looking out for each other and offering to help, treating each other with respect, and celebrating our successes together.
• Accountability: we take ownership of our deliverables and ask for help when we need it. This means communicating proactively, balancing flexible work hours/location with responsibility for our tasks, and moving mountains to stick to important deadlines.
• Commitment: we demonstrate a passion to succeed and grow, individually and collectively. This means showing dedication and pride in our team’s mission, continuously learning and sharing knowledge, and setting all team members up for success into the future.
• Quality: we strive for excellence in all that we do. This means delivering incredible service and support to our clients, leading our industry in innovation and thought leadership, and embodying best practices across our technical systems and business operations.
• Integrity: we challenge the status quo, including ourselves. This means participating and contributing ideas, welcoming a diversity of opinions, and providing meaningful (yet empathetic) feedback.
• Human at the center: we work towards more human respect, understanding, and equity. This means treating our clients, team-mates, and end-users with respect, building a more empathetic world by amplifying all voices, and ensuring that our technology and AI are accountable to humans.

Our perks:

• Competitive Compensation — we offer a competitive salary, standard benefits, and offer stock options to employees who make indelible contributions to the company.
• Work Flexibility — we offer a Work From Anywhere policy and flexible work hours, which is balanced out by individual accountability to our clients and fellow team-mates.
• Opportunities for Growth — we provide opportunities for attending conferences, collaborating with academic institutions (such as publications through our partnership with the Waterloo Artificial Intelligence Institute), learning new skills from our collective expertise in technology / AI / market research, and we reward excellence with opportunities to lead projects and teams.

Nexxt Intelligence is an equal opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, national or ethnic origin, disability, marital status, veteran status, or any other occupationally irrelevant criteria. Multiculturalism and diversity of thought are in our DNA: we believe that equity and inclusion begins with the human understanding that comes from putting people at the center, and that hiring doesn’t occur in a vacuum. As a consumer understanding company located in a multicultural hub with decades of experience in cultural research, and a partnership with the Intercultural Skills Lab at Rotman, we are fortunate to be exposed to a diversity of ideas, people, and consumers’ experiences every day. This synergy is present in all that we do. Just look at the diversity of our team to see our commitment to this practice in action: https://nexxt.in/about

Application

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Please note that only applicants considered for an interview will be contacted.