Technical Support Project Manager - Onboarding Specialist - RocketDocs

RocketDocs is a leading provider of innovative SaaS solutions designed for fast and compliant response management. We are committed to delivering exceptional customer experiences and driving success for our clients starting with a seamless onboarding process. We are seeking a dynamic and experienced Technical Support Project Manager to join our team and lead our SaaS customer onboarding projects.

The Technical Support Project Manager will be responsible for overseeing the onboarding process for new customers, ensuring a smooth and efficient transition from sales to active use of our software. This role requires a strong technical background, exceptional project management skills, and a customer-centric mindset. The ideal candidate will work closely with cross-functional teams to deliver high-quality onboarding experiences that meet customer expectations and drive product adoption.

Key Responsibilities:

Project Management

• Lead and manage multiple customer onboarding projects simultaneously, ensuring they are delivered on time, within scope, and to focus on client success.
• Develop detailed project plans, timelines, and milestones to track progress and ensure successful project delivery.
• Identify and mitigate risks, resolve issues, and implement corrective actions as needed.

Customer Onboarding

• Serve as the primary point of contact for new customers during the onboarding process.
• Conduct onboarding kickoff meetings, gather customer requirements, and define success criteria.
• Coordinate with internal teams (e.g., Sales, Product, Engineering, Support) to ensure all onboarding activities are completed efficiently and effectively.

Technical Support

• Understand the technical aspects of the product and be able to effectively communicate technical information to both technical and non-technical stakeholders.
• Assist customers with the technical setup, configuration, and integration of the product.
• Provide technical guidance and support to customers throughout the onboarding process, addressing any technical issues or concerns promptly.

Customer Success

• Ensure customers achieve their desired outcomes and are fully prepared to use the product.
• Monitor customer progress, gather feedback, and make recommendations for continuous improvement of the onboarding process.
• Collaborate with the Customer Success team to ensure a seamless handoff from onboarding to ongoing support and success management.

Documentation and Reporting

• Maintain accurate and up-to-date project documentation, including project plans, status reports, and meeting notes.
• Provide regular updates to stakeholders on project status, risks, and issues.
• Analyze onboarding metrics and KPIs to measure success and identify areas for improvement.

Driving Improvement

• Look for opportunities to automate existing processes. 
• Find new ways to streamline workflows and provide value to customers sooner. 
• Leading the charge on innovating with the best customer experience at the forefront. 

Qualifications:

• Bachelor's degree in computer science, Information Technology, Business, or a related field.
• 3+ years of experience in technical support and project management, preferably in a SaaS environment.
• Strong understanding of SaaS products and technologies.
• Proven track record of successfully managing and delivering customer onboarding projects.
• Excellent project management skills, including the ability to prioritize tasks, manage timelines, and handle multiple projects simultaneously.
• Strong technical aptitude and the ability to quickly learn and understand new technologies.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams.
• Customer-focused mindset with a passion for delivering exceptional customer experiences.

EEO Statement: RocketDocs is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, sex, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.