BPO - AI/SaaS Customer Onboarding Manager

Unity Communications

  • Paranaque City, Metro Manila
  • Permanent
  • Full-time
  • 14 days ago
  • Apply easily
If Oprah Winfrey were in the corporate world, shed be a Customer Onboarding Managera great communicator who knows how to make people feel understood and empowered. That's exactly what we're looking for.Unity Communications needs a Customer Onboarding Manager who's equal parts strategist, problem-solver, and AI enthusiast. You'll be the glue between sales, product, engineering, and customer success making sure every launch is smooth, every client feels supported, and every AI agent starts delivering value from day one.Ready to give every client a smooth onboarding experience (think Oprah but not cars)? Apply today!How You Spend Your Eight Hours
  • Serve as the primary point of contact for customers during the onboarding phase
  • Build customized onboarding plans and timelines for AI agent deployment tailored to client needs
  • Manage kickoff calls, requirements gathering, and workflow design sessions
  • Coordinate internal and external resources to ensure project milestones are met
  • Partner with technical teams to configure AI voice/chat agents for workflows, branding, tone, and support requirements
  • Lead user acceptance testing (UAT) and pilot deployments
  • Gather client feedback and refine agent scripts, flows, and integrations
  • Deliver training sessions for client stakeholders on AI usage, dashboards, and escalation protocols
  • Support change management efforts, guiding clients in adopting hybrid AI-human support models
  • Monitor early-stage success metrics (deflection rate, response accuracy, resolution time)
  • Document learnings and handoff clients to customer success managers for long-term support
What You Must Possess
  • At least three years of experience in customer onboarding, implementation, or project management (preferably SaaS, AI, or customer service tech)
  • Strong understanding of conversational AI, chatbots, or virtual agents (preferred)
  • Familiarity with platforms such as Dialogflow, Cognigy, Kore.ai, or similar (a plus)
  • Excellent communication, presentation, and relationship management skills
  • Ability to lead projects with both technical and non-technical stakeholders
  • Experience using agile/scrum tools (e.g., Jira, Asana, Trello)
  • Bachelors degree in business, computer science, communications, or equivalent experience
  • Traits that set you apart:
  • Naturally curious and tech-savvy, excited by AI innovation
  • A process-oriented thinker who enjoys designing and documenting workflows
  • Proactive, organized, and thrives in fast-paced, client-facing environments
What You Shall Receive
  • HMO coverage upon regularization, with one free dependent after one year of continuous service and another free dependent after two years of continuous service
  • VL/SL credits upon regularization
  • Friendly and supportive work culture
  • 13th-month pay and other Philippine-government-mandated benefits
  • Non-taxable allowances
  • Pay increases, performance bonuses, birthday gifts, and many more
What You Should Consider
  • Full-time position
  • Monday to Friday, night shift
  • Hybrid work setup with on-site training
Why Join Our CompanyYou look for a company whose senior management listens to what you are and aren't saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.

Unity Communications