At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.
We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.
Introduction
Onboarding Strategy Consultants at Optimizely are an important part of the Onboarding team within the broader Customer Success organization. They help guide customers through a successful onboarding experience, accelerate product adoption, and ensure customers get value quickly from Optimizely’s full suite of Content Management, Optimization, AI, and eCommerce solutions.
Job Responsibilities
1. Deliver a high-touch onboarding experience for customers, serving as a trusted product expert on the Optimizely Onboarding team.
2. Manage customer onboarding projects and work closely with implementation partners to ensure successful setup and launch.
3. Drive product adoption by understanding each customer’s goals and helping translate those goals into practical product solutions.
4. Strong discovery skills with the ability to understand customer processes and turn them into practical AI-driven workflows.
5. Gather customer requirements and either configure solutions directly or partner with Solutions Architects and other teams when needed.
6. Manage multiple onboarding projects at once, often across several products, while balancing timelines, priorities, customer satisfaction, and technical quality.
7. Lead onboarding workshops, best practice sessions, product training, and configuration meetings.
8. Identify blockers or product issues early, coordinate the right meetings to resolve them, and escalate enhancement requests or support needs when appropriate.
9. Stay current on Optimizely products and features to provide accurate, consistent guidance across the full product suite.
10. Attend internal product update sessions to learn about upcoming releases and apply new capabilities to customer programs.
11. Partner closely with Account Managers, Solutions Architects, and Solutions Consultants to deliver a smooth onboarding experience.
12. Participate in pre-sales scoping calls to help shape custom service packages and contribute to Statements of Work when needed.
Knowledge and Experience
13. At least 3+ years of customer onboarding or implementation, ideally in a SaaS / PaaS environment
14. 1+ year(s) experience crafting agentic AI workflows for customers.
15. Marketing Technology experience is a huge plus. Bonus points if familiar with Optimizely products.
16. Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes.
17. Highly collaborative, organized, and execution-oriented with strong presentation skills.
18. Demonstrated ability to communicate with technical, non-technical and executive personnel.
19. Exceptional problem-solving skills and ability to be flexible to project situations.
20. Ability to research, analyze and provide a solution to newly identified issues.
21. Able to be successful in a fast-paced environment that rewards hard work and self-motivation.
22. Superior relationship and communication skills (both verbal and written).
23. Working knowledge of Content Management Systems with a baseline knowledge of Cloud Computing, B2B & B2C Commerce solutions as well as related analytic, social and marketing tools.
24. Ability to work well under pressure, while retaining focus and composure
25. Drive to learn and share knowledge with customers and teammates
26. Confident; self-motivated and driven to achieve
27. Energetic, lively and have an engaging personality and enjoy working in a team environment
28. Strong work ethic and good organizational skills
Education
Bachelors or higher equivalent
Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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