Customer Onboarding Manager

Join the Revolution at Leonardo.Ai!

Leonardo.Ai is an Australian tech startup. Our mission is to unleash the world's creativity with its groundbreaking AI-powered platform. Almost 2 years after our software launched, we've quickly grown to over 20 million users worldwide.

The role:
The Customer Onboarding Manager facilitates lasting customer relationships by ensuring a smooth, impactful onboarding journey that enables clients to realise the total value of our offerings from day one. This role is crucial in guiding customers through onboarding, establishing a solid foundation for successful product adoption, and setting the stage for long-term satisfaction and engagement.

What you'll do:

• Customer Needs Analysis: Conduct detailed assessments of customer requirements, understanding their unique goals, constraints, and expectations to tailor an onboarding experience that aligns with their objectives.

• Onboarding Process Design and Execution: Design and implement a structured onboarding program, including customised onboarding plans, hands-on guidance, and resources, ensuring customers are set up for success from the start.

• Product Training and Support: Deliver engaging product training sessions, provide in-depth demonstrations of key features and functionalities, and address any questions or concerns to empower customers to use the product confidently.

• Proactive Engagement and Check-ins: Initiate regular check-ins with new customers to monitor their progress, address challenges, and provide guidance on best practices, acting as their advocate within the company.

• Resource Development and Documentation: Develop and maintain onboarding materials, including guides, tutorials, and FAQs, to enhance self-service options and streamline the onboarding experience for new clients.

• Feedback Collection and Improvement: Gather customer feedback throughout the onboarding journey, identify improvement areas, and work closely with product and support teams to continually refine the onboarding experience.

Skill we like:

• Onboarding Completion Rate: Percentage of customers who successfully complete the onboarding process within the defined timeframe, indicating the effectiveness of the onboarding experience.

• Time-to-Value (TTV): Measure the time it takes for new customers to achieve their first major success or "aha moment" with the product, reflecting the efficiency of the onboarding process.

• Customer Satisfaction Score (CSAT) During Onboarding: Track customer satisfaction ratings specific to the onboarding experience, ensuring a positive and supportive start with the product.

• Product Adoption and Usage Rate: Monitor the percentage of new customers who actively engage with and use the product's core features within a set timeframe, demonstrating successful adoption.

• Efficiency of Onboarding Processes: Optimise and track the efficiency of onboarding processes, such as average time spent on onboarding activities, reducing time and effort for both clients and the team.

Our culture:

• Inclusive Culture: We celebrate diversity and are committed to creating an inclusive environment where everyone feels valued and empowered. At Leonardo AI, your unique perspectives and experiences are welcomed and essential to our success.

• Flexible Work Environment: We understand the importance of work-life balance. Enjoy the flexibility to work remotely or from our vibrant offices. We have employees all over Australia, ensuring you can thrive personally and professionally.

• Empowering Growth: Your development is our priority. We offer continuous learning opportunities and career growth tailored to your goals. You’ll be encouraged to grow and excel in your career at Leonardo AI.

• Impactful Work: Join us in shaping the future of AI. You'll work on innovative projects that have a meaningful impact, and your contributions will help drive advancements in AI creativity.

What's in it for you?

A range of benefits to set you up for every success in and outside of work. Here's a taste of what's on offer:

• Impact the future of AI

• Private Healthcare

• 20 days annual leave

• Reward package including equity - we want our success to be yours too

• Inclusive parental leave policy that supports all parents & carers with 18 weeks paid leave

• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more

• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally, including remote working abroad

• Support with your professional development

• Fun and engaging company events, both virtual and in-person

Why Leonardo.Ai?

• Shape the Future of AI: Join us in revolutionising content creation and build a platform at the forefront of generative AI, in an award winning culture.

• Hybrid and Remote Options: Flexibility is key. Choose a work arrangement that suits your lifestyle and allows you to do your best work. Our hybrid team members meet in the Sydney office 1-2 times per week, with free lunch on Fridays.

• Benefits: We offer a generous package including paid parental leave, a generous home office and wellness budget, and remote working from abroad.

• Diversity and Inclusion: We intentionally seek people from a variety of backgrounds, experiences, and perspectives to join our team. We wholeheartedly believe in creating an inclusive environment where every voice we hear contributes to our success.

Typical Interview Process

While we love technology, rest assured that our interview process is all human. A Talent team member will review your application, and we'll contact you either way to let you know the outcome. Here's what you can expect.

Round 1 - Meet Your Recruiter:

• Our Talent team will reach out and arrange a 30-minute video call where you'll cover your experience, skills, and career motivations. You'll also get essential context about the role, the team, and how you can contribute towards our goals.

Round 2 - Craft Interview:

• You'll meet some team members to discuss the technical task in more depth, work through some technical questions related to your expertise and cover past projects, experience and career aspirations.

Round 3 - Technical Task:

• If you're applying for a technical role, you may be given a short take-home task to assess your skills and approach to problem-solving. This could be a real-life business scenario to unpack, a presentation, a test or a collaboration exercise. (Please note, depending on the role, the order of rounds 2 & 3 are interchangeable)

Round 4 - Values interview:

• You'll be able to meet with the Department Head for a short, informal conversation to understand your potential impact, the growth area we can support, and how aligned you are with our values and culture.

Important Information

If there are any adjustments we can make that would make you more comfortable at any point in the interview process, please don't hesitate to let us know.