Position Summary:The Delinea Fastpath Customer Onboarding Manager owns the customer journey immediately following the sale, guiding new Fastpath Assure customers through implementation, configuration, training, and adoption, and ultimately transitioning them into an ongoing Customer Success or account management relationship. This role serves as the primary point of contact for new customers throughout the onboarding and implementation lifecycle, translating each customer's governance, risk, and compliance (GRC) objectives, whether that's segregation of duties (SoD) analysis, access certifications, or IT general controls (ITGC) automation, into a structured onboarding plan.
The Onboarding Manager works closely with customers' security, audit, and IT teams to ensure Fastpath Assure is properly configured against their business applications (such as Microsoft Dynamics 365, Oracle, SAP, NetSuite, Sage Intacct, or Workday), that risk rulesets and workflows are tuned to their environment, and that customers are fully trained and confident using the platform to identify conflicts, manage mitigations, and produce audit-ready reporting from day one.
Key Responsibilities:- Manage multiple customer onboarding and implementation projects simultaneously, from post-sale handoff through go-live and completion.
- Lead kickoff meetings, recurring customer check-ins, product training sessions, and implementation status calls, covering core Fastpath Assure capabilities including SoD rule configuration, access risk analysis, user access reviews, and audit reporting.
- Develop onboarding plans, timelines, milestones, and success criteria based on each customer's compliance objectives, application landscape, and technical requirements.
- Serve as the primary customer contact, providing clear communication around expectations, deliverables, timelines, risks, and next steps throughout implementation.
- Partner cross-functionally with Sales, Professional Services, Customer Success, Support, Product, and Engineering to ensure smooth handoffs and coordinated delivery.
- Identify implementation risks, roadblocks, and dependencies, including application connectivity, ruleset customization needs, or data access issues, and coordinate resources to keep projects on track.
- Educate customers on Fastpath Assure functionality, workflows, and best practices, including rule configuration, conflict remediation, certification campaigns, and self-service reporting, to accelerate time to value.
- Track onboarding progress, customer engagement, implementation health, and time-to-value metrics across the onboarding portfolio.
- Advocate internally for customer needs, feeding back insights that help improve the product, onboarding processes, documentation, and overall customer experience.
- Continuously evaluate and refine onboarding processes and playbooks to improve efficiency, scalability, customer satisfaction, and successful adoption of Fastpath Assure.
- Facilitate a structured, well-documented transition from onboarding into the customer's long-term Customer Success relationship, ensuring no continuity gaps as the customer matures in their use of the platform.
Required Skills and Qualifications:- 3+ years of experience in customer onboarding, implementation, or project management, ideally within a SaaS, security, or compliance software environment.
- Experience with Governance, Risk, and Compliance (GRC) concepts such as segregation of duties (SoD), access certifications, or IT general controls (ITGC) is strongly preferred; direct experience with Fastpath Assure or similar access governance tools (SailPoint, Saviynt, Pathlock, etc.) is a plus.
- Familiarity with common ERP and business applications (Microsoft Dynamics 365, Oracle, SAP, NetSuite, Sage Intacct, Workday) and how access risk is managed within them.
- Strong project management skills, with the ability to manage multiple concurrent onboarding engagements while maintaining clear timelines, milestones, and stakeholder communication.
- Excellent verbal and written communication skills, with the ability to translate technical configuration work into clear business outcomes for both technical and non-technical stakeholders.
- Comfortable working cross-functionally across Sales, Professional Services, Customer Success, Support, Product, and Engineering teams.
- PMP, CAPM, or similar project management certification is a plus but not required.
- Bachelor's degree in Business, Information Systems, Accounting, or a related field, or equivalent practical experience.
We take care of our employees. We offer competitive salaries, a meaningful bonus program, and excellent benefits, including healthcare insurance, as well as pension/retirement matching, comprehensive life insurance, an employee assistance program, time off plans, and paid company holidays.
