Program Manager, Scale Onboarding (London, United Kingdom)
In this role, you'll develop and deliver a scale customer onboarding experience for a high volume of customers in our commercial segments. You'll work closely with leadership to help design what scale onboarding can look like at Figma and expand our programs to support international sales teams. You will collaborate with other members of the Customer Onboarding team to inform and evolve the processes and materials for this program. Also, you will use metrics, customer feedback and direct experience to help identify new initiatives and materials needed to better engage and support our customers. You are an excellent communicator and project manager with a passion for customers and we can't wait to meet you!
This is a full time role based in London.
What you'll do at Figma:
Own and manage scale customer onboarding programs supporting a high volume of commercial customers
Partner closely with sales, marketing and enablement teams to develop and evangelize the program within the Figma organization
Guide customer goals and successfully drive a high volume of customers towards onboarding closeout
Partner with Marketing, Operations and Sales to build and optimize scalable customer programs
Report on metrics and customer feedback to assess the impact of successful onboarding and to help identify new customer initiatives and product opportunities
Develop content and enablement resources for customers to use for training/education and to help accelerate product adoption
Consult on product and industry best practices to act as a trusted advisor across a high-volume book of customers, inspiring new use cases for the product
We'd love to hear from you if you have:
4+ years of relevant work experience, ideally in B2B SaaS
Experience managing customers through onboarding or implementation of technical products
Experience working with many customers at one time and demonstrated ability to drive towards successful customer outcomes through many programs
Proven time management and organization skills
Demonstrated comfort speaking to customers representing different personas across both function and seniority, as well as building and leading wide scale customer webinars, in collaboration with marketing teams
While it's not required, it's an added plus if you also have:
Experience using or working with Figma, or other UX/UI experience
You embody our values and can thrive in a constantly evolving and growing environment
Proven track record of adapting to new technologies and learning quickly
At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you're excited about this role but your past experience doesn't align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.