About the Role
You will manage the end-to-end onboarding of new customers: assess their needs, configure accounts and tools, and set success metrics. You will guide customers through the onboarding process, gather requirements, and align expectations before transitioning accounts to operations. You will document processes, maintain onboarding records and reports, coordinate with internal teams and external partners, and escalate technical or execution issues when necessary.
Requirements
- 3+ years of experience in customer onboarding, implementation, project management, or customer success, ideally in a SaaS or tech environment
- Excellent organizational skills with the ability to manage multiple customer projects across global time zones
- Strong verbal and written communication skills and ability to lead customer-facing meetings
- Detail-oriented with the ability to follow structured processes and work with dashboards, data, and operational metrics
- Proactive, solutions-oriented mindset with a bias toward process improvement
- Collaborative and adaptable when working cross-functionally with Sales, Customer Success, Operations, and Product
- Tech-savvy and quick learner
- Bilingual proficiency in Korean and English (required)
Responsibilities
- Coordinate and deliver pre-sales assessments
- Assess customer needs and define service scope and product configuration
- Recommend appropriate service packages based on abuse types and customer IPR
- Communicate with customers and internal teams to guide onboarding and gather requirements
- Align customer expectations with service scope and manage handoffs to operations
- Create and improve process documentation and standard operating procedures and train team members
- Manage a global onboarding pipeline and prioritize time-sensitive deliverables
- Coordinate with external partners and Product and Engineering to execute onboarding and escalate issues
- Maintain onboarding records and reports and implement process improvements