Customer Onboarding & Enablement Leader

CHARLES WALDEN

Orlando, FL (Remote – EST) 407-***-**** **************@*****.*** linkedin.com/in/charleswalden Customer Onboarding Manager Implementation & Training Programs Workflow Optimization Bilingual

(EN / PT-BR)

PROFESSIONAL SUMMARY

Customer Onboarding leader with 10+ years of experience guiding enterprise and mid-market law and enterprise firms through implementation, data migration, and role-based training programs. Expert at translating complex software workflows into clear configuration and enablement strategies that accelerate time-to-value. Proven ability to unblock implementations, align cross-functional teams (Sales/Product/Engineering), and drive measurable adoption through structured success metrics.

CORE SKILLS

Implementation Support • Data Migration Support • Solution Configuration • Customer Training (Live/Virtual) • Success Metrics & KPIs • Workflow Optimization • Playbooks & Curriculum • Cross-Functional Collaboration • Enterprise Accounts • Issue Triage • Project Management • EN/PT-BR Bilingual Support PROFESSIONAL EXPERIENCE

INDEPENDENT CONSULTANT (CONTRACT) 2026–Present

Implementation & Customer Onboarding Consultant

Contracted by Qount to onboard and deliver implementation support for their largest revenue client; designed a structured success plan, training cadence, and role-based enablement. Supported data migration efforts and mapped client KPIs to platform workflows to ensure immediate value realization and high adoption.

Developed customer education assets (training materials + knowledge base) to reduce dependency on reactive support.

PANAYA 2025–2026

Customer Success Manager – Onboarding & Enablement Guided customers through structured onboarding and technical implementation; aligned success plans to adoption milestones and solution optimization.

Delivered partner certification and role-based training to effectively utilize Panaya’s product suite for SAP S/4HANA upgrades.

Tracked and reported on implementation metrics and customer health progress in Salesforce and Gainsight. DELTEK 2019–2025

Onboarding / Enablement Leader (Enterprise & Mid-Market) Led end-to-end implementation and onboarding for a portfolio of enterprise/mid-market customers across global regions.

Partnered with Sales, Product, and Engineering teams to ensure unique customer requirements were met and incorporated into implementation playbooks.

Developed comprehensive training programs (demos, webinars, guided experiences) to improve product utilization.

Resolved complex onboarding blockers through structured triage and workflow configuration for government- sector accounts.

VERITAS TECHNOLOGIES 2015–2019

Senior Client / Onboarding & Customer Enablement

Collaborated with business and technical stakeholders to design implementation programs aligned to customer business outcomes.

Implemented improved retention and onboarding processes, contributing to a documented 15% churn reduction. Designed and implemented a global onboarding training process across sites in Dublin, Pune, and Beijing. Prior Experience: OMB100 – Product Account Manager / Onboarding & Training (2013–2015)

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EDUCATION & TOOLS

MBA – University of South Florida

Certifications: Onboarding/Adoption (LinkedIn Learning) Languages: English, Portuguese (Fluent)

Salesforce • Gainsight • CRM/ERP Platforms

LMS/Training Platforms • Zoom/MS Teams

Documentation/Knowledge Base Tools

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