Onboarding Process Manager

Join Vonage and help us innovate cloud communications for businesses worldwide!

Why this role matters:

We are seeking a highly organised, analytical and creative Business Process Manager to define, optimise, and oversee our customer onboarding workflows.  Our aim is to provide a high-class customer onboarding experience; one that is smooth, efficient, and where customers can self-serve as much as possible. The ideal candidate will be a proactive problem solver, a strong communicator, and a collaborative team player, working closely with a range of teams across the business to drive continuous improvement.

Your key responsibilities:

• Define and Streamline Onboarding Processes:
  Develop, document, and implement efficient workflows that enhance our customers' end to end onboarding journey. Identify bottlenecks and redundancies within new and existing workflows and introduce scalable and creative solutions that improve our businesses' productivity as well as customer experience.
  
  
• Become the Subject Matter Expert for Several Core Products:
  Acquire deep knowledge of some of our products and their onboarding protocols. Serve as the go-to person for internal teams seeking guidance on best practices and process specifics.
  
  
• Guide Customers Through Complex Onboarding Processes:
  Act as a primary point of contact for some of our high profile customers during product-specific onboarding; share knowledge, support customer queries, and troubleshoot errors to ensure a smooth and positive experience.
  
  
• Collaborate with Product and Engineering Teams to Improve Onboarding Customer Journeys:
  Partner closely with product managers to identify & implement process automation, enhancement, and innovation. Translate customer feedback and operational insights into actionable requirements that support product development and process upgrades.
  
  
• Complete Performance Monitoring Activities:
  Assist in tracking and analysing complex onboarding metrics from various data sources. Use data-driven insights to recommend improvements, track the effectiveness of implemented processes, and report on key performance indicators.
  
  
• Work Within a Cross-Functional Team:
  Coordinate with sales, customer success, support, and other relevant departments to deliver a cohesive, customer-centric experience. Foster a collaborative culture focused on continuous learning and service excellence.

What you'll bring

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 3+ years of experience in a Business Analyst role or similar, such as Operations Analyst, Project Manager or Process Analyst, preferably within a tech or SaaS environment.
• Tech and process savvy person who loves to build seamless operations 
• Process oriented and adaptable. You can juggle multiple steps in complex process maps, whilst delivering on tight deadlines
• Strong understanding of customer lifecycle and the importance of initial product experience.
• Familiarity with CRM software (e.g., Salesforce, HubSpot) and/or Customer Success Platforms (e.g., Gainsight, Intercom) is a plus.
• Fluent in English

How you’ll benefit:

• Medical Insurance

• Glasses

• Life Insurance  - Allianz Family 

• Kafeteria - My Benefit 

• Ericsson Care Line 

• Discretionary Time Off (DTO)

• Volunteer Time (VTO)

• Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process
• #LI-JB-1

There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

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Who we are:

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.