Customer Onboarding Manager
About The Position
As a Customer Onboarding Manager, you will be responsible for the onboarding of Red Points clients. You will also be in charge of guiding customers through the initial phases of their Red Points service, ensuring they have a positive experience and making sure their needs are met. This includes: 1) coordinating the creation of client’s strategy, 2) ensuring that all relevant documentation is obtained and dealt with and 3) making sure they are set up to success with Red Points services. You will own and manage customer relationships from the point of sale through successful Red Points platform onboarding implementation. You will welcome and orient new customers to the Red Points services, providing an introduction and overview of what are the next steps. You will maintain a structured onboarding process to guide new customers through their initial interactions with the service. You will develop measurements to help understand the impact of successful implementation. You will help the customer define their needs and manage their timeline toward seeing value. You will provide clear and timely communication to address customer questions, concerns, and issues. You will complete video and phone calls to ensure that customers are supported during the onboarding process. You will analyze and manage the customer's IP portfolio during the onboarding phase. You will be a Red Points expert and discuss or educate on any nuance of the product with clients. You will train new customers on how to use the product effectively and adapt their usage to their needs. You will create repeatable processes, resources, and frameworks to use when onboarding customers. You will monitor and report on key onboarding metrics to ensure a successful onboarding process. You will successfully transfer your customer relationships to a customer success manager after onboarding.
Requirements
- Previous experience as a Customer Onboarding Manager, Customer Success Manager, Customer Support or similar roles for at least 2 years.
- Excellent written communication
- Technical knowledge of video encoding frameworks and transcription software.
- Excellent communication and interpersonal skills - communication will be key to achieve a good understanding with the customer and simplify customer’s experience
- Organizational skills — you'll be working with many customers, and you'll need to have expertise in place to keep all of their needs organized
- Strategically minded — you'll be helping customers come up with their overall strategy with our service
- Time Management - Efficiently managing your time is key, as onboarding multiple customers simultaneously can be challenging
- Data Analysis - you will need to analyze onboarding metrics to ensure a successful performance
- Problem solving capabilities - you will need to identify and address any issues or obstacles during the onboarding process
- Customer centricity - The ability to shift priorities quickly when necessary putting the customer’s needs and satisfaction first
- Teamwork- you will need to coordinate with the operational onboarding specialist and other departments to ensure a smooth transition
Responsibilities
- Own and manage customer relationships from the point of sale through successful Red Points platform onboarding implementation.
- Welcome and orient new customers to the Red Points services, providing an introduction and overview of what are the next steps
- Maintain a structured onboarding process to guide new customers through their initial interactions with the service
- Develop measurements to help understand the impact of successful implementation.
- Help the customer define their needs and manage their timeline toward seeing value.
- Provide clear and timely communication to address customer questions, concerns, and issues.
- Complete video and phone calls to ensure that customers are supported during the onboarding process.
- Analyze and manage the customer's IP portfolio during the onboarding phase.
- Be a Red Points expert and discuss or educate on any nuance of the product with client
- Train new customers on how to use the product effectively and adapt their usage to their needs.
- Create repeatable processes, resources, and frameworks to use when onboarding customers
- Monitor and report on key onboarding metrics to ensure a successful onboarding process
- Successfully transfer your customer relationships to a customer success manager after onboarding
Benefits
- 100% employer-paid Medical (most plans), Dental, and Vision insurance plans
- Complimentary One Medical membership
- Complimentary TalkSpace membership for online mental health therapy
- Complimentary Peloton App membership
- Access to Kindbody, a gynecology, fertility, and family planning benefit
- Employer matching of your 401(k) contributions
- Paid parking in a beautiful WeWork location
- Paid Parental Leave for primary and secondary caregivers
- Our leaders care and value the role you play in the company’s success
- A learning culture with individualized development plans that focus on personal and professional growth
- A fun and fast-paced startup environment with cool people and team building events
- Flexible work environment to promote work/life balance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
