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Onboarding Manager, Customer Experience (Singapore)



Customer Service
Posted on Friday, July 21, 2023

Figma is growing our team of passionate people on a mission to make design accessible to all. Born on the Web, Figma helps entire product teams brainstorm, create, test, and ship better designs, together. From great products to long-lasting companies, we believe that nothing great is made alone—come make with us!

As an Onboarding Manager, you’ll partner with our largest customers and help set them up for immediate success by leading them through a clearly defined onboarding process. As an early member of the team, you’ll work closely with our Senior Director of Customer Experience to help bring to life our end-to-end customer experience strategy. You’ll build and leverage key cross-functional relationships across Sales, Marketing, and Product Support as you deliver an exceptional onboarding experience. You’ll use metrics, customer feedback, and direct experience to help identify new initiatives and materials needed to better engage and support our customers. You are an excellent communicator and project manager with a passion for customers and we can’t wait to meet you!
This is a full time role that will be based in our Singapore Office.
What you'll do at Figma:
  • Own and manage the onboarding process for our largest customers from pre-sales through successful onboarding closeout
  • Partner closely with Account Executives to ensure smooth customer handoff experience
  • Understands customer goals and successfully manages their onboarding timeline towards value
  • Work with Solutions Architects, Design Advocates and Product Support to effectively execute against the customer onboarding process
  • Report on metrics and customer feedback to assess the impact of successful onboarding and to help identify new customer initiatives and product opportunities
  • Develop content and enablement resources for customers to use for training/education and to help accelerate product adoption
  • Help design and lead engagement tactics for a targeted audience based on their stage of the customer lifecycle
  • Partner with customer stakeholders to help them navigate change management and drive adoption of Figma as a new way of working within their business
  • Understand and consult on product and industry best practices in order to act as a trusted advisor to our customers and inspire new possibilities using our product
We'd love to hear from you if you have:
  • 2-4 years of relevant work experience, ideally in B2B SaaS
  • Experience managing customers through onboarding or implementation of technical products
  • Strong project management skills and experience working with multiple customers concurrently
  • Ability to thrive in a constantly evolving and growing environment
  • Excellent oral and written communication skills
  • Comfort speaking to customers representing different personas across both function and seniority
  • Consultative approach; ability to navigate complex business needs and technical requirements
  • Exposure to or interest in UX/UI design and/or web based, collaborative tools
At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please let your recruiter know if you require accommodation.

About Figma

Dylan Field and Evan Wallace co-founded Figma in 2012 with the vision of building tools for designers in the browser. Their goal was to create the first design tool that combined the accessibility of the Web with the functionality of a native app. Today Figma is a platform with tools and spaces to support the entire product development process—idea to design to build—and has simplified collaboration for companies like Microsoft, Uber, and The New York Times to name a few.

At Figma, we celebrate and support our differences. We know employing a team rich in diverse backgrounds, experiences, and opinions allows our employees, products, and community to flourish. Figma is an equal opportunity workplace—we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with the applicable candidate section of Figma's Privacy Policy.