Value Realization Manager, Customer Onboarding

This is a fully remote position, open to applicants in Illinois, +3 more states.

📋 Description

• Guide customers through onboarding processes and key adoption milestones

• Facilitate onboarding sessions, customer training, and solution orientation meetings

• Assist customers in defining success goals, use cases, and expected business outcomes

• Ensure customers comprehend solution capabilities, workflows, and best practices

• Support customers in transitioning from implementation to operational usage

• Collaborate with customers to establish measurable success criteria and KPIs

• Monitor adoption, utilization, and outcome metrics

• Document and report on customer achievements, business impacts, and realized value

• Aid in the creation of customer success plans and value realization reports

• Identify opportunities to enhance adoption and improve customer outcomes

• Collect, document, and analyze customer feedback

• Recognize trends, challenges, and enhancement requests

• Convert customer feedback into actionable insights for Product teams

• Engage in customer meetings, surveys, user groups, and feedback initiatives

• Assist in validating new product features and enhancements

• Build strong relationships with customer stakeholders and end users

• Conduct regular check-ins to evaluate adoption progress and customer satisfaction

• Address customer inquiries and connect them with internal resources

• Escalate risks and adoption challenges while ensuring feedback loops with customers

• Collaborate with Customer Success counterparts across various business units

• Maintain customer data, track outcomes, and document feedback

• Contribute to onboarding guides, playbooks, customer-facing resources, and adoption best practices

• Support internal reporting on customer outcomes, adoption trends, and satisfaction metrics

• Propose process improvements based on customer experiences and feedback

⛳️ Requirements

• 4+ years of experience in Customer Success, Customer Experience, Account Management, Value Realization, Product Adoption, or similar customer-facing roles

• Experience in onboarding customers and supporting software, digital, or service-based solutions

• Background in healthcare, pharmaceutical, technology, SaaS, or digital product environments

• CAPM, Scrum Fundamentals Certified, or equivalent certification preferred

• Familiarity with customer success methodologies and adoption frameworks

• Strong analytical skills with the ability to measure and communicate customer outcomes

• Experience in gathering and synthesizing customer feedback

• Excellent communication, presentation, and relationship-building abilities

• Strong organizational skills with keen attention to detail

• Experience utilizing customer success platforms, CRM systems, survey tools, or analytics platforms

• Knowledge of outcome measurement, user adoption metrics, and customer journey mapping

🏝️ Benefits

• Medical, dental, and vision care

• Backup dependent care

• Adoption assistance

• Infertility coverage

• Family building support

• Behavioral health solutions

• Paid parental leave

• Paid caregiver leave

• Training programs

• Professional development resources

• Mentorship programs

• Employee resource groups

• Volunteer activities