The Skills Technical Onboarding Consultant is a part of the Pluralsight Professional Services organization and works closely with the Customer Success Team. They are responsible for executing, and evolving Pluralsight’s white-glove onboarding service. This is a service provided to Pluralsight’s top-tier, strategic, and procuring customers. Pluralsight’s onboarding service is a robust offering that requires a Consultant with deep SaaS enterprise onboarding, and customer engagement experience. The role is holistically responsible for the success of newly signed customers. The onboarding experience includes alignment and delivery of Pluralsight’s existing Professional Services offerings suite, project leadership, coordination with marketing plans, deep engagement of technical content alignment, consulting on integration and analytics, training, and more.
The Skills Technical Onboarding Consultant functions as an expert in the Pluralsight Skills platform and Service Offerings as well as business acumen relevant to executive technology buyers. They serve as both a customer-facing, and internal relationship expert.
Own the onboarding experience of Pluralsight’s most valuable customers from end-to-end
Be accountable to key metrics that indicate onboarding success
Act as an expert in SaaS onboarding best practices and serve as a Consultant to our customers in the best ways to approach them
Serve as a capture point for voice of the customer and provide feedback to Global Success Team leadership and to account leadership on recurring issues to help enhance product & services capability
Engage Pluralsight customers in a way that increases retention at point of renewal
Be an advocate for your assigned customers in providing and obtaining the support required to successfully onboard in a 30 to 90 day time period.
Act as the customer's key point of contact and trusted advisor through onboarding
Ensure successful transition to the account CSM
Provide project leadership throughout the onboarding engagement
Facilitate platform awareness or marketing campaigns
Travel to customer locations to facilitate Success Planning workshops.
Ability to support topics and processes that require business acumen as well as deep technical insights. These technical abilities range from understanding how and where Pluralsight can live in a customer’s ecosystem (e.g. single-sign-on, data feeds, LMS, BI and platform integrations, etc.) to technical content alignment and delivery.
Liaise with multiple customer SME groups and assist them in developing and implementing a strategy that translates learning objectives into business results.
3+ years SaaS customer onboarding experience or implementation experience
3+ years customer engagement or customer success experience
4 year technical degree or equivalent work experience
Ability to communicate effectively with executives and leaders at all organizational levels
Exposure to Enterprise-grade SaaS applications and show a competence in the ability to work within them
Excellent business acumen with ability to simplify complex technical subjects to ensure mutual understanding
Ability to quickly understand true root causes of customer requests & issues and execute on them
Self-starter who is able to effectively time manage, prioritize, produce with autonomy, and provide visibility to key initiatives
Strong operational aptitude balanced by highly-effective interpersonal skill set
Technical expertise in multiple domains. This ranges from core critical thinking, to exposure to a wide variety of tech stacks, to understanding how SaaS applications interact in enterprise customer environments.
Formal project management certifications and work experience in a billable environment a plus
Up to 25% Travel Required for on-site customers engagements