Onboarding Manager, Enterprise Team

About Prove

As the world moves to a mobile-first economy, businesses need to modernize how they acquire, engage with and enable consumers. Prove’s phone-centric identity tokenization and passive cryptographic authentication solutions reduce friction, enhance security and privacy across all digital channels, and accelerate revenues while reducing operating expenses and fraud losses. Over 1,000 enterprise customers use Prove’s platform to process 20 billion customer requests annually across industries, including banking, lending, healthcare, gaming, crypto, e-commerce, marketplaces, and payments. For the latest updates from Prove,

Prove is driving the future of digital identity. We are looking for Provers who know how to make an impact. We’re talking self-starting professionals who thrive in a fast-paced environment, process information quickly, and make intelligent decisions. The work is challenging and requires not only smart but natural curiosity and tenacity. Teamwork is also important to us – we work together and play together.

Prove has big plans, and we’re excited about the future. If this sounds like the place for you – come join our team!

Title: Onboarding Manager

Department: Revenue

Reports To: Manager, CSM

FLSA Status: Exempt

Location: US

Job Summary: As an Onboarding Manager, you will engage directly with clients to understand their business goals, ensure their onboarding experience aligns with their objectives, and ensure clients are live and ramped with the product. As a seasoned professional with in-depth business area knowledge, you will work independently to solve difficult, sometimes complex problems using established policies, proactively interface with external parties.

Key Responsibilities:

• Engage with the customer upon contract execution, potentially during the negotiation phase.
• Assume ownership of the customer experience from contract signing through the go-live and ramp-up periods.
• Serve as the Quarterback for the implementation, collaborating with Implementation Managers (IMPs), Solutions Directors (SDs), Solutions Consultants (SCs), and other relevant teams.
• Act as the liaison between technical implementation projects and business contacts/Account Managers (AM) during the implementation process. Be responsible for monitoring and communicating success metrics during the ramp period.
• Escalate pertinent issues and communicate trends that are negatively impacting customers during their go-live phase.
• Collaborate with the Sales Director (SD) to propose contractual solutions if the project encounters a stall.
• Review performance results, enforce best practices, and facilitate the customer's successful adoption and utilization of the Prove platform.
• If the initial forecast appears inaccurate or at risk, work with the Sales Director (SD) and Sales Leadership to develop a remediation plan and potentially update the forecast.
• Execute a thorough hand-off to the Account Manager (AM), Customer Success Manager (CSM), or Technical Account Manager (TAM) team once the customer is prepared to transition to account management.

Qualifications and Experience:

• Minimum 3 years of experience in customer onboarding, customer success or related field.
• In-depth understanding of SaaS, Mobile, Rest APIs, Fraud/Identity and/or Authentication.
• Technical writing and communication skills.
• Demonstrated ability to manage a diverse group of stakeholders, from highly technical engineers to client-facing project managers and sales teams.
• Proven collaborator skills with experience working with Product Managers.
• Promote, maintain and enhance our cultural values of humility, passion, inclusion, and leadership.
• Strong passion for learning about our products and markets through in-house and external training.
• Experience in high-growth /pre-IPO Technology companies

This position description should not be considered the final description of the position. The position description is not intended to be an all-inclusive list of duties and standards of the positions. It should be assumed that we would, to some extent, structure responsibilities in accordance with the successful candidate’s capabilities and changing business conditions. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

The anticipated salary range for this role is $118,000 - $130,000 plus variable commission. Offered salary will be determined by the applicant’s education, experience, knowledge, skills, geo-location and abilities, as well as internal equity and alignment with market data.