Onboarding Account Manager
Pando is a global leader in supply chain technology, building the world's quickest time-to-value Fulfilment Cloud platform. Pando’s Fulfilment Cloud provides manufacturers, retailers, and 3PLs with a single pane of glass to streamline end-to-end purchase order fulfilment and customer order fulfilment to improve service levels, reduce carbon footprint, and bring down costs. As a partner of choice for Fortune 500 enterprises globally, with a presence across APAC, the Middle East, and the US, Pando is recognized as a Technology Pioneer by the World Economic Forum (WEF), covered in the 2023 Gartner market guide and as one of the fastest growing technology companies by Deloitte.
Role
The Onboarding Account Manager is responsible for leading the onboarding process for transformational supply chain projects, acting as a key liaison between clients and internal teams. They engage with supply chain executives to understand client-specific objectives, map challenges to tailored solutions, and ensure a smooth transition from kick-off to go-live. This role requires a deep understanding of Pando’s platform capabilities to effectively manage the technical implementation, drive rapid product adoption, and monitor onboarding success metrics such as time-to-go-live and customer satisfaction.
Additionally, the Onboarding Account Manager plays a critical role in identifying potential issues early, managing change, and handling escalations. They work closely with internal teams and SI/consulting partners, ensuring seamless collaboration and a smooth handoff to customer success while fostering client relationships to support growth and advocacy.
Responsibilities
Expertise and Engagement:
- Function as the business and industry expert for transformational projects/programs aligned to a single solution.
- Engage with supply chain executives and teams to understand company-specific objectives.
- Map customer challenges to specific end-to-end solution enablers and design solution recommendations to address these challenges.
Business Impact:
- Clearly articulate and present the business impact of recommended solutions, developing a deployment roadmap and establishing baselines to demonstrate qualitative and quantitative value.
- Track onboarding-related metrics, such as time-to-go-live, customer satisfaction, & expansion during onboarding.
Technical Understanding and Implementation:
- Understand Pando’s platform capabilities, including integration and architecture, for technical
design.
- Orchestrate the SaaS delivery process, owning the end-to-end implementation from kick-off to go live to ensure rapid adoption and value realization.
- Kick off projects and serve as the liaison for a smooth go live.
Change Management and Leadership:
- Help identify change management efforts needed for global or regional program implementations.
- Lead and manage the entire delivery process, working alongside SI/consulting partners in the
deployment of Pando’s solution.
- Handle client escalations as they arise with support from the wider team.
- Identify potential issues early on during implementation and addressing them before they escalate.
Customer Relationship and Growth:
- Build deep relationships and drive product adoption, helping clients follow data-driven approaches and measure KPIs to achieve value realization.
- Inspire customer growth and advocacy, collaborating with Account Management and Customer Success teams to discover growth opportunities and drive net expansion.
Collaboration and Feedback:
- Collaborate effectively with internal stakeholders to ensure smooth transitions between engagement stages.
- Share feedback with Product Management to identify areas for solution development opportunities.
- Ensure a smooth handoff from onboarding to customer success.
Requirements
• 4+ years SCM / Logistics experience
• 1+ years Consulting experience
• 2+ IT Implementation experience for enterprise clients preferable in USA / European markets
• 3+ years of industry expertise with direct experience in enterprise SaaS products.
• Engineering degree from Top Tier colleges
• Relevant solutions consulting and implementation experience with other leading supply chain planning solutions such as Manhattan, e2open, or BlueYonder.
• Direct project management and delivery management is mandatory.
• Good interpersonal, presentation and communication skills.
• Strong client management skills.
• Analytical skills and creative problem-solving capabilities
Preferred skills:
• Having USA visa is a huge plus
• Experience in Manufacturing, Retail, CPG, and/or Life Science preferred.
• Understanding and usage of statistical algorithms, optimization concepts, and awareness of tactical planning on overall supply chain
• Previous experience collaborating with remote teams is preferred.
