#47 Successful, consistent and scalable customer onboarding with Rachel Wilde, Head of global implementation enablement @ Harri

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Product Perspectives

Magali Pelissier

67 episodes

5 days ago

Product perspectives, the podcast for product people that gives a voice to their stakeholders. Each week, I show you the other side of the product: I interview the people who contribute to making products a success. They are engineers, writers, marketers, support analysts, UX designers or sales people. Not only will I give them the credit they deserve but we’ll uncover what makes a good product and product manager from their perspective. Stakeholder management is a key skill for product managers, so just as you’re obsessed with listening to your customers, let’s hear from your stakeholders.

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#47 Successful, consistent and scalable customer onboarding with Rachel Wilde, Head of global implementation enablement @ Harri

Product Perspectives

42 minutes 3 seconds

2 years ago

#47 Successful, consistent and scalable customer onboarding with Rachel Wilde, Head of global implementation enablement @ Harri

My guest today is Rachel Wilde, who is an leader with over 20 years of experience, specializing in SaaS adoption and growth for startups, with a deep understanding of SaaS technology and customer experience. She has worked at various early and late-stage startups, including Healthy Pet (acquired by VCA Antech), OSI, Next2Friends, and currently as Head of Global Implementation Enablement at Harri, an end-to-end talent acquisition and workforce management platform for the hospitality industry. At Harri, Rachel works closely with product managers to scale technology onboarding for new clients, leveraging her business acumen and technology expertise to drive the company’s success in the highly competitive SaaS industry.

In this episode, we talk about how, to ensure successful onboarding and customer success, the product team needs to understand and prioritize customer needs of course but also consider compliance needs, user efficiency and scalability. We discuss how Harri leverages the latest technology to onboard its customers and how Rachel works with the product team to establish onboarding processes that are predictable, scalable, and provide a consistent experience.