At a Glance
- Tasks: Lead and manage customer onboarding programs for a high volume of commercial clients.
- Company: Join Figma, a dynamic company making design accessible to everyone.
- Benefits: Full-time role in London with opportunities for growth and development.
- Other info: Diverse and inclusive workplace that values growth and learning.
- Why this job: Shape the future of design and collaboration while empowering customers.
- Qualifications: 4+ years in B2B SaaS, strong project management, and communication skills.
The predicted salary is between 63000 - 77000 £ per year.
Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us!
In this role, you'll develop and deliver a scale customer onboarding experience for a high volume of customers in our commercial segments. You'll work closely with leadership to help design what scale onboarding can look like at Figma and expand our programs to support international sales teams. You will collaborate with other members of the Customer Onboarding team to inform and evolve the processes and materials for this program. Also, you will 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 based in London.
What you'll do at Figma:
- Own and manage scale customer onboarding programs supporting a high volume of commercial customers
- Partner closely with sales, marketing and enablement teams to develop and evangelize the program within the Figma organization
- Guide customer goals and successfully drive a high volume of customers towards onboarding closeout
- Partner with Marketing, Operations and Sales to build and optimize scalable customer programs
- 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
- Consult on product and industry best practices to act as a trusted advisor across a high-volume book of customers, inspiring new use cases for the product
We'd love to hear from you if you have:
- 4+ years of relevant work experience, ideally in B2B SaaS
- Experience managing customers through onboarding or implementation of technical products
- Experience working with many customers at one time and demonstrated ability to drive towards successful customer outcomes through many programs
- Proven time management and organization skills
- Demonstrated comfort speaking to customers representing different personas across both function and seniority, as well as building and leading wide scale customer webinars, in collaboration with marketing teams
While it's not required, it's an added plus if you also have:
- Experience using or working with Figma, or other UX/UI experience
- You embody our values and can thrive in a constantly evolving and growing environment
- Proven track record of adapting to new technologies and learning quickly
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.
At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to us.
Examples of accommodations include but are not limited to:
- Holding interviews in an accessible location
- Enabling closed captioning on video conferencing
- Ensuring all written communication be compatible with screen readers
- Changing the mode or format of interviews
To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.
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 Figma's Candidate Privacy Notice.
Program Manager, Scale Onboarding (London, United Kingdom) employer: WinsAbove
WinsAbove is an exceptional employer that prioritises innovation and collaboration in the heart of London. With a strong commitment to employee growth, we offer extensive coaching and development opportunities, fostering a diverse and inclusive work culture that empowers our team to drive impactful AI solutions. Join us to be part of a dynamic environment where your contributions are valued and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Program Manager, Scale Onboarding (London, United Kingdom)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WinsAbove. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like WinsAbove before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Program Manager, Scale Onboarding (London, United Kingdom)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to WinsAbove:Your cover letter is your chance to shine! Tell us why you want to work at WinsAbove specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at WinsAbove!
How to prepare for a job interview at WinsAbove
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
