Manager of Customer Onboarding

SambaSafety

11d•Remote

About The Position

The Customer Onboarding Manager oversees the successful onboarding journey of new SambaSafety customers as well as existing customers on expansions. This role is responsible for leading the onboarding team who is accountable for the entire customer onboarding journey, from post-sale configuration including product guidance and best practices, to the transition to our customer success team for adoption support and retention. Deep interdepartmental collaboration is key in this role as well as a keen desire to continually enhance the customer experience. As part of a fully remote team, the Customer Onboarding Manager is ultimately responsible for continuously improving and scaling the onboarding function which requires partnering with customers and internal stakeholders to drive higher customer satisfaction, retention, and business growth. This role reports to the Director of Customer Operations.

Requirements

Minimum 5+ years of managing/leading a Customer Support or Customer Onboarding team in a SaaS company.
10+ years’ experience, preferably in a support, implementation, or customer service role.
Strategic thinker who can articulate a vision as well as operationally execute a vision; ability to fluidly pivot between a strategic and operational mindset.
Ability to lead multiple and often opposing priorities, critical decision making, and deliver results consistently.
Obsession with continuous improvement and the customer experience.
Effective written, verbal, listening, and presentation skills with proven ability to effectively engage with and present to senior level stakeholders.
Management: excellent communication, listening, influencing, and training skills.
Strong interpersonal, relationship, and conflict resolution skills that include the ability to build productive working relationships across teams, levels, and functions to cultivate a collaborative environment of open communication.
Strong technical skills including a familiarity with Salesforce and business process management technology.
High business and emotional IQ.
Sense of urgency and the ability to convey that urgency to team and internal stakeholders.

Responsibilities

Lead a team of 9 Onboarding Specialists responsible for the onboarding customer journey.
Own the overall effectiveness of the onboarding function by providing strategic direction and guidance, monitoring KPIs, implementing systems, tools, and processes.
Hire skilled Onboarding Specialists, specifying the necessary technical competencies and soft skills for the position.
Actively engage in the recruitment, training, performance management and ongoing engagement of team members.
Encourage teamwork amongst the onboarding team and promote collaboration with other departments within SambaSafety.
Collaborate with Sales to streamline the sales-to-service handoff by standardizing methodologies and ensuring consistent case management.
Manage the interactive onboarding tool to deliver a seamless experience.
Analyze NPS survey results from onboarding to identify improvement areas and iterate processes for enhanced customer experience.
Plan for scalability by implementing processes, tools, and systems that support growth without compromising quality.
Plan and oversee customer distribution, assigning onboarding cases to team members.
Define KPIs to measure onboarding effectiveness, including time to first value and customer satisfaction.
Monitor customer interactions and serve as the escalation point for issues and resolutions.
Foster cross-department collaboration with Sales, Accounting, Product, and Customer Success for a seamless onboarding experience.
Coordinate administrative tasks for the onboarding team, including training sessions, content gathering, and capability updates.