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About the Role

This role is responsible for onboarding and implementing Brightmine products for new and existing customers, ensuring a positive experience through efficient, timely, and tailored implementations. The Onboarding Customer Success Manager supports customers during the early stages of their subscription, fostering product adoption and a smooth transition to ongoing account management by understanding their requirements.

Responsibilities

Deliver seamless onboarding experiences by executing customized implementation plans aligned to customer priorities across the Brightmine product portfolio.
Gather and document client requirements by asking the right questions, executing on agreed priorities, and keeping customers informed of progress throughout onboarding.
Act as a trusted advisor by working closely with customer stakeholders to develop and manage onboarding and implementation timelines that support onboarding objectives.
Collaborate with external stakeholders to ensure they have the necessary information to successfully implement Brightmine products.
Support customers through the full onboarding lifecycle, meeting agreed timelines and ensuring a smooth handover to the Account Manager.
Deliver online and occasional in-person training sessions to improve user understanding and drive product adoption.
Partner closely with New Business, Customer Growth, Customer Success & Delivery, and Data Operations teams to provide a proactive and high-quality onboarding experience, including support for data ingestion requirements.
Troubleshoot customer issues and problem-solve in a repeatable, structured manner while supporting inquiries and ensuring appropriate user access.
Maintain accurate and up-to-date records of all customer onboarding activities.
Provide insights and analysis on onboarding trends and customer feedback to support ongoing process and product improvements that enhance onboarding efficiency.

Requirements

Proven experience delivering high-quality customer service, including training customers or internal teams.
Experience implementing and onboarding customized or bespoke customer products.
Ability to meet deadlines and service level agreements while maintaining a strong focus on customer experience.
Strong interpersonal and listening skills with a people-oriented mindset.
Commercial awareness with the ability to work effectively with stakeholders at all levels, including C-suite leaders.
Excellent time management skills and strong attention to detail.
Ability to manage multiple workstreams simultaneously and adapt to changing priorities with a positive attitude.
Analytical problem-solving skills with the ability to troubleshoot and source technical solutions.
Proven ability to build and maintain strong relationships with both internal and external stakeholders.
Highly motivated, proactive team player who can operate autonomously in an agile environment.

Skills

Customer Service
Training
Product Implementation
Customer Onboarding
Deadline Management
SLA Management
Customer Experience Focus
Interpersonal Skills
Active Listening
People-Oriented Approach
Commercial Acumen
Stakeholder Engagement (C-suite)
Time Management
Attention to Detail
Multitasking
Adaptability
Prioritization
Analytical Problem-Solving
Troubleshooting
Technical Solution Sourcing
Relationship Building
Proactivity
Team Collaboration
Autonomy
Agile Methodologies

Location

New York, NY

Experience Level

Proven experience delivering high-quality customer service
Experience implementing and onboarding customized or bespoke customer products

Salary/Compensations

$53,300 - $88,800

Benefits

Comprehensive, multi-carrier program for medical, dental and vision benefits
401(k) with match
Employee Share Purchase Plan
Wellness platform with incentives
Headspace app subscription
Employee Assistance Programs
Time-off Programs
Short-and-Long Term Disability
Life and Accidental Death Insurance
Critical Illness
Hospital Indemnity
Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
Health Savings Accounts
Health Care Spending Accounts
Dependent Care Spending Accounts
Commuter Spending Accounts
Annual Paid Time Off
Up to two days of paid leave each to participate in Employee Resource Groups
Up to two days of paid leave each to volunteer with your charity of choice

About the Company

Brightmine has been providing HR solutions since 2002, empowering organizations to build successful workforces and create a purposeful workplace for all.
We provide expert insight and practical tools to help organizations achieve greater efficiency, reduce risk, and increase employee engagement.
Today, we are delivering smarter data analysis tools and cutting-edge technology to support future demands on HR in an increasingly digital world.
RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.

Equal Opportunity

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers: EEO Know Your Rights.