Position Summary...
As a Manager of Customer Success & Onboarding for Walmart Business, your role will be to oversee the successful onboarding and integration of new customers within the various customer segments we serve. You will be responsible for ensuring that Walmart Business provides an account configured to our customer's needs as they move through their journey from agreement to purchase from Walmart Business through implementation. You will provide support, training and materials to ensure the customer is comfortable with and successfully using our platform. This customer-facing role requires a problem-solving and customer-first mindset in a fast-paced, "start-up" environment.
Overview:
Work directly with Territory Account Executives (TAE) and Business Development Account Executives (BDAE) to understand customer needs and expectations from the sales process and solution phase
Hold customer kick off sessions, large scale customer webinars, and drive ongoing customer education engagements
Have frequent interaction with the Product team to understand the latest feature updates/configurations and share onboarding feedback
Contribute meaningfully to the continuous improvement of the onboarding program and scalability / reusability of key assets and materials across customer segments
What you'll do...
Customer Success & Onboarding Process Management
Lead the onboarding process for new B2B customers, fully understanding their requirements, addressing concerns, providing guidance, and managing expectations
Set up sites and users/roles, spend limits and approval flows, payment methods, and other relevant account configurations
Invite users and assist in logging in, completing the first purchase, downloading the app, and training on platform usage
Conduct regular webinars for customers to familiarize them with our products, ordering systems, support procedures, and new features
Ensure csutomers are comfortable with and successfully using the Walmart Business platform
Process Improvement and Asset Generation / Refinement
Evaluate and refine existing onboarding processes to optimize efficiency and effectiveness in collaboration with relevant parties (Customer Care, Marketing, Product)
Evaluate and refine existing adoption and expansion processes to optimize efficiency and effectiveness in collaboration with AEs and Business Development Reps (BDRs)
Evolve all processes and assets as customer firmographics and needs, Walmart Business plans and commercial bundles, etc. change
Reporting and Metrics Analysis
Analyze data to identify trends, areas for improvement, and opportunities to enhance the onboarding experience for customersWhat You'll Bring:
Advocate for our organizational customers
Act as an intrapreneur-leveraging Walmart assets and building new capabilities
Communicate with intent
Use data-driven decision making
Hand off excellence to teammates, and expect the same in return
Recognize there's no room to say "my side of the ship isn't sinking"
How you'll make an impact:
Advocating for our organizational customers
Acting as an intrapreneur-leveraging Walmart assets and building new capabilities
Communicating with intent
Using data-driven decision making
Handing off excellence to teammates, and expecting the same in return
Recognizing there's no room to say "my side of the ship isn't sinking"
Minimum qualifications:
Education and experience
Bachelor's degree in Business or a related field
4+ years of experience in customer facing roles
4+ years of experience as an implementation project manager, technical customer success, or in similar roles
Skills
Ability to work on multiple implementation projects concurrently
Ability to thoroughly document and produce work products
Tenacious ownership of customers' issues and follow through to resolution
Strong communication and interpersonal skills
Adaptability
Ability to operate effectively in a fast-paced, evolving environment
Willingness to adapt to changing priorities and market conditions
Demonstrates a willingness to learn from feedback and continuously improve performance
Preferred qualifications:
Proficient with Salesforce
Familiarity with B2B retail (platforms/value proposition) and procurement
Understanding of the competitive landscape and key players in B2B retail
At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more. You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable. For information about PTO, see https://one.walmart.com/notices . Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart (https://one.walmart.com/) .
The annual salary range for this position is $80,000.00 - $155,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
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Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Option 1: Bachelor's degree in engineering, information technology, business, marketing and sales, healthcare, or related area and 2 years' experience in business management, marketing and sales, healthcare, omni channel merchandising, or related area.
Option 2: 4 years' experience in business management, marketing and sales, healthcare, omni channel merchandising, or related area.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Leading cross-functional teams, Master's degree in business, marketing and sales, healthcare, or related area., Sales
Primary Location...
702 Sw 8Th St, Bentonville, AR 72716, United States of America
Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.
Walmart, Inc. is an Equal Opportunity Employer- By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas and opinions- while being inclusive of all people.
