Onboarding Analyst, Customer Success

Stellenbeschreibung:

Own onboarding requirements and track all open items to completion
Coordinate internal teams and hold them accountable for timely deliverables
Request, arrange, validate, and prepare onboarding files
Track multiple concurrent onboardings and surface outstanding, stuck, or at-risk items
Flag risks early to the manager and propose paths forward
Liaise between department stakeholders to maintain project alignment
Support customer-facing communication and grow into direct account ownership
Communicate through clear written email and asynchronous updates
Identify onboarding friction and recommend process improvements
Manage multiple concurrent onboardings and customer projects

Requirements

2+ years in SaaS environment
2+ years in Operations, Support, Project Coordination, Analytics, or similar, with a history of tracking and driving measurable improvements
Comfortable coordinating several concurrent workstreams and dependencies
Process and structure-driven, with a method for tracking dependencies
Curious and quick to learn new tools and processes
Meticulously organized with excellent written communication skills
Coachable and self-aware
Proactive and self-motivated
High aptitude and willingness to continually learn new technologies
Adaptable to evolving processes, with strong personal initiative to execute
Comfortable supporting US and EMEA times
Travel to mandatory quarterly business reviews four times per year and additional travel as needed
Background or exposure to commercial construction, engineering, and/or design is a plus
Experience supporting SaaS implementations or customer onboarding
Familiarity with project coordination, CRM, or customer success tooling
Experience with Planhat or similar CSPs

Core Competencies

Demonstrates strong project coordination and operational management skills, with a focus on onboarding processes in a SaaS environment. Capable of driving measurable improvements while maintaining clear communication and organization across multiple concurrent projects.