Product Onboarding & Support Manager at Cotiss
(Onsite – Auckland NZ) | $80K - 120K

💻 About the Role:

We’re looking for a Product Onboarding & Support Manager based in Auckland, New Zealand, to lead the successful implementation and ongoing use of our procurement software. As part of the founding product team, you'll be involved in post-sales aspects of the customer journey — from initial onboarding to continuous support. Your role will involve guiding new customers through setup, data migration, and platform adoption, while working closely with sales, product, and customer success teams to drive engagement and customer satisfaction.

This is a unique opportunity to grow within a collaborative, customer-focused environment, where you'll ensure our product is tailored to each client's needs, delivering a seamless onboarding experience.

🌟 We're Looking for Individuals Who Are:

Natural problem-solvers with strong analytical skills.
Excellent communicators, able to work with both technical and non-technical stakeholders.
Organized, detail-oriented, and excel at managing multiple projects simultaneously.
Adaptable to changing customer needs and a fast-paced environment.
Customer-focused, always prioritizing client satisfaction and product adoption.

🛠 Essential Skills:

Strong technical aptitude, with experience in cloud-based applications and API integrations.
Excellent communication and presentation skills to guide users through onboarding and adoption.
Experience in one or more of the following areas:
- SaaS product implementation, system integration, and data migration (3-5 years)
- Procurement or supply chain industry expertise (2-4 years).
- Project management, including milestone tracking and timely delivery (2-3 years).
- Experience supporting RFx responses and pre-sales activities (1-2 years) is a bonus.

⚙️ Essential Responsibilities:

Lead the onboarding process for new customers, ensuring seamless setup, data migration, and system integration.
Build and maintain strong customer relationships throughout onboarding, implementation, and support phases.
Conduct training sessions to help customers adopt key platform features and ensure long-term success.
Collaborate with the sales team on RFx submissions and pre-sales product demonstrations.
Gather and relay customer feedback to the product team, influencing future product development.
Provide first-line technical support, troubleshooting issues, and escalating more complex problems when needed.

📈 Career Progression:
At Cotiss, your growth is our priority. As we expand, you’ll have opportunities to take on leadership roles, specialize in product development, or move into strategic positions. We’ll work with you to create a career path that aligns with your goals, ensuring long-term professional development.

🤝 Join us at Cotiss, where your work will transform how organizations manage their vendors and propel us to the forefront of the industry. If this sounds like you, apply today!

Cotiss is committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives. Research shows that while men apply to jobs when they meet an average of 60% of the requirements, women and under-represented groups of candidates tend to only apply when they meet every requirement. If you think you have what it takes but don’t necessarily tick every requirement on this job description, please still get in touch and apply. We’d love to chat to see if you’ll be an epic fit!

Product Onboarding & Support Manager (Onsite – Auckland NZ)

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