Pando (www.pando.ai) is leading the global disruption of supply chain software, with our AI-powered, no[1]code, & unified platform empowering Autonomous Supply Chain®. We have been recognized by Gartner in the 2024 International and Asia/Pacific context of the Magic Quadrant™ for Transportation Management Systems (TMS)!

Pando’s Fulfilment Cloud provides manufacturers, retailers, and distributors with a single pane of glass to streamline end-to-end freight procurement-to-pay process to improve service levels, reduce carbon footprint, and reduce supply chain spend. 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), 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.

- Kickoff 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 measures 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 hand off from onboarding to customer success.

Requirements