About Pantheon
Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft, and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon’s multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations, including Clorox and the United Nations, drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows.
The Role
As an Onboarding Consultant at Pantheon Systems, you will play a critical role in delivering a world-class onboarding experience to new and returning customers. Your mission will be to guide users through our Essential and Pro Setup offerings, manage onboarding for existing business expansions and renewals, and ensure customers are set up for long-term success on the Pantheon platform.
This is a client-facing role that requires strong project management, excellent communication skills, and a deep understanding of Pantheon’s solutions and customer value drivers.
What You Need to Succeed
- Onboarding Execution
- Own and manage the onboarding lifecycle for new customers that purchase a (2) Two week - Essential Setup or (4) Four week - Pro Setup Onboarding; ensuring timely and successful activation.
- Lead onboarding sessions, from technical configuration to platform best practices, tailored to customer goals and technical maturity.
- Renewal & Expansion Enablement
- Partner with Account Management and Customer Success to re-onboard returning customers or those renewing with new product tiers or removing products/services.
- Ensure returning customers receive refreshed guidance and value alignment, increasing adoption and platform stickiness.
- Project Management
- Manage and maintain ownership of multiple onboarding projects concurrently, ensuring milestones, timelines, and deliverables are met.
- Track progress through tools like Salesforce, Rocketlane, or other CRM systems to ensure visibility across internal teams.
- Cross-functional Collaboration
- Work closely with Sales and Customer Success Managers to ensure seamless customer handoffs and technical accuracy.
- Provide customer feedback and onboarding trends to internal teams to help improve processes and the customer experience.
- Customer Communication
- Serve as a trusted advisor and first point of contact during onboarding. Set clear expectations and timelines, and provide status updates regularly.
- Communicate technical concepts in a clear, confident, and empathetic manner to both technical and non-technical stakeholders.
What You Bring To The Table
- 3+ years experience in onboarding, customer success, solutions consulting, or implementation roles in a SaaS or technical services environment.
- Proven ability to manage multiple projects simultaneously with a strong grasp of project management tools and methodologies.
- Excellent communication skills in English, both verbal and written, with a demonstrated ability to engage effectively with customers and internal teams.
- Strong presentation and facilitation skills; comfortable running onboarding sessions with a variety of stakeholder personas.
- Ability to break down complex technical concepts into digestible steps and clearly articulate customer value.
- Experience working in a fast-paced, collaborative, and cross-functional environment.
- Familiarity with web development, CMS platforms (e.g., WordPress, Drupal), and the Pantheon platform is a plus.
Bonus Points For
- PMP or other relevant project management certification.
- Experience with CRM and CS platforms such as Salesforce, Rocketlane, Jira, or similar.
- Prior experience onboarding customers in a WebOps or DevOps environment.
What We Offer
We have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team.
- Industry competitive compensation
- Generous time off and liberal monthly allowances
- Access to LinkedIn Learning for continued development
- In-office workspace (Manila)
- Robust life insurance, medical and dental coverage
- Events and activities both team-based and company wide that inspire, educate and cultivate
Pantheon is an equal opportunity employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation due to a disability for any part of the interview process, please contact [email protected].
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Visa Sponsorship is not available at this time.
