The Manager of Customer Onboarding is a "player-coach" role that combines managing a team of onboarding specialists with directly supporting onboarding efforts for a limited number of clients. This role ensures the team meets performance goals while maintaining a personal connection to the onboarding process. The ideal candidate is an empathetic leader, organized project manager, and excellent communicator passionate about customer success. This is a remote role within the United States - candidates must be comfortable working EST hours.
Responsibilities:- Lead, mentor, and develop a team of onboarding managers to meet performance and quality goals.
- Conduct regular 1-on-1s and team meetings to provide guidance, share best practices, and address challenges.
- Monitor team performance metrics and provide feedback to ensure continuous improvement.
- Oversee the onboarding process, ensuring smooth transitions and timely achievement of key milestones.
- Manage a reduced portfolio of onboarding projects to stay connected to the customer experience and model best practices for the team.
- Act as an escalation point for complex onboarding challenges, collaborating with other teams to resolve issues.
- Drive process improvements to enhance efficiency and customer satisfaction and to reduce the time needed to successfully onboard clients
- Partner with cross-functional teams such as Sales, Product, and Customer Success to align efforts and ensure a seamless client experience.
- Report on onboarding metrics, team performance, and process improvements to leadership.
Requirements: - 3-5 years of experience in SaaS onboarding, implementation, or similar roles, with at least 1 year in a leadership or supervisory capacity.
- Strong project management skills and ability to manage priorities effectively.
- Excellent communication and relationship-building skills.
- Bachelor's degree preferred but not required.
The pay range is inclusive of base salary plus any applicable bonuses or commissions.
Total compensation pay range (annual salary):
$90,000-$110,000 USD
