Onboarding Manager

Join us in building a world where talking to a business is as easy as talking to a friend! ✨

Bird is an AI-powered Customer Relationship Management (CRM) Platform for Marketing, Customer Service, and Payments, powering over 5 trillion annual messages across channels like Email, SMS, and WhatsApp. The impact is real – our messages reach at least 50% of the world's population yearly. If you ever ordered takeaway or purchased goods online, it’s almost guaranteed you have encountered messages through Bird’s technology.

• What’s my job title? Onboarding Manager

• Where in the world? You can work remotely from anywhere in the Brazil

• Working hours? For this role, you can GMT-3 timezone (Supporting NORAM Customers).

• What language(s) will I speak? Native English & Spanish or Portuguese

As an Onboarding Manager you will proactively work with our new customers to ensure a flawless onboarding for all Bird solutions. You’ll work in close collaboration with the wider business, with the goal of streamlining and structuring the customer journey more efficiently and successfully for maximum impact and value. You’ll be responsible for creating an onboarding project plan and managing all tasks and key milestones, providing regular updates to stakeholders along the way.

This role is a hybrid of project management and technical implementation, as well as troubleshooting with product and engineering teams. You will collaborate with various teams across the company as needed to support customer requests and help to optimise and improve the usage of Bird products.

What you’ll do

• Responsible for the onboarding and channel configuration for Bird customers.

• You will create processes for a smooth transfer of accounts from Sales / Solutions Engineers to onboarding, and subsequently, a smooth transfer to support after the onboarding has been completed.

• Develop onboarding project plans for customers that outline critical success factors during the launch period including metrics for success, potential issues, and provide recommendations.

• Own project and assume responsibility for successful project implementation while working closely with internal and external stakeholders.

• Drive product adoption and customer education during the onboarding stage in the customer lifecycle.

• Collaborate with internal technical resources to empower and train customers to use Bird’s platform and powerful features as efficiently as possible.

• Facilitate exceptional user-enablement training and workshops.

• Advocate customer business use-cases to product development.

What you’ll bring

• 3 to 5 years of experience in customer onboarding / customer success, product enablement or account management in a technical environment.

• Proven track record of onboarding, retaining and expanding complex accounts

• Experience implementing processes and collaborating with cross-functional teams

• Ability to consume and transcribe technical documentation for customers, along with an understanding of API architecture and use cases.

• Strong communication skills, both written and oral.

• Fluency in English plus any other language is preferred.

• Experience working in the messaging and SMS space is a plus.

• Experience working in a startup environment is a plus.

• PM qualifications (Agile, PMP, Prince2) is a plus.

• Excellent time management skills, task prioritisation, and ability to deliver under pressure.

Interview Process

You apply and will hear back from us within a few days. If there’s a fit, the full process is as follows:

↳ [30 mins] Recruiter Screen

↳ [45 mins] Hiring Manager Interview

↳ [45 mins] Role-Fit Interview

↳ [60 mins] Team Interview

↳ [30 mins] Executive Interview

What You’ll Gain

🏡Remote work environment: you’ll work from home or wherever you can focus best. All Birds are required to work from their hired country.

💰Competitive Compensation

💻Latest MacBook and generous Home Office Budget to set you up for success

💅State-of-the-art branded gear

🥳Company-wide and team events - last editions in Marbella and Bangkok!

✈️Temporary Working Abroad: 10 business days a year (in your timezone)

🌴Life Happens! We offer generous Parental, PTO, and Special Leave Policies.

🃏Joker Day! Wellness day? Party time? 1 extra day off per year, no questions asked!

🤯Learn from hundreds of the best minds in the business

💙Join a diverse team consisting of 60+ nationalities, working in over +50 countries

LIFTOFF! 🚀

Life at Bird

When joining Bird, you will work with some of the smartest, curious, and driven people you will ever meet. It’s rewarding, demanding, and exciting work, and you’ll do and learn more than you can imagine. Bird is a great fit for ambitious self-starters who have endless curiosity, work independently, and like to roll up their sleeves and get shit done!

Do you have what it takes to join Bird? 🚀

Learn more about Life at Bird and our Values: How We Work, Careers, and About Bird.

We hope you’re one of us! 💙