Customer Onboarding Manager
The Customer Onboarding Manager provides amazing service that makes our customers love us. The best candidates are great customer relationship builders. The role is to ensure a successful onboarding for new customers as they transition from previous practice management software to our solutions. This is the most important phase of the customer lifecycle, and the Onboarding Manager is responsible for establishing the solid foundation that drives customers’ future successes. Onboarding Managers work in conjunction with Sales, Product, and other internal teams to ensure customers are implemented and onboarded successfully, set up for long-term success, able to realize value quickly, and become daily users of our solutions and value-added services.
This is the ideal opportunity for motivated individuals who provide excellent customer service while maintaining an organized queue of internal tasks. Successful Onboarding Managers have a passion for leading and helping others, operational agility, and a blend of technical and interpersonal skills. New hires complete a formal training program to develop extensive product knowledge, which is invaluable for future career opportunities at the company.
What You’ll Do
Master the products through a formal onboarding program and continued learning.
Prepare and lead customer onboarding experience, assessing customer needs, and customizing the onboarding experience to maximize utilization and delight.
Complete assigned tasks in an organized manner to ensure project deadlines.
Proactive outreach to ensure customer success during their introduction to the system after go-live.
Provide a timely response to customer inquiries via phone and email.
Enhance customer satisfaction by providing distinctive service in all interactions.
Establish a trusted advisor relationship to ensure customer satisfaction.
Utilize Zoom or other web conferencing tools to provide efficient face-to-face customer service.
Utilize SalesForce or similar systems to manage customer interaction and inquiries.
Partner with Sales, Product, and Services teams to define ongoing best practices for onboarding tasks.
Ensure all check-ins and go-live targets are executed on time
Internal systems are kept up to date with notes and documentation for each client engagement
Serve as a brand ambassador to create promoters within our customer base
Represent the Onboarding department at offsite meetups and customer conferences with customers and prospects, as required
About You
BA/BS/BE degree required
Exceptional customer relationship building skills
Excellent written and oral communication skills
Strong analytical capabilities for advanced problem-solving
Demonstrable leadership skills
Ability to influence decision-making and change
Highly organized and strong ability to multitask
Have a passion for leading and helping others, operational agility, and a blend of technical and interpersonal skills
Ability to display good judgment
Ability to work cross-functionally in a fast-paced environment
Ability to follow through on tasks until completed
Ability to develop trusted relationships and find creative solutions
High degree of flexibility
SaaS experience and/or legal experience desired, especially in the areas of immigration and/or personal injury
Additional Information
The pay range for this position is between $26-$28 per hour. AffiniPay is committed to offering competitive, fair and commensurate compensation and has provided an estimated pay range for this role. Actual compensation may vary based on job-related knowledge, skills, experience and education. This position is non-exempt and eligible for overtime.
About the job
Apply for this position
Customer Onboarding Manager
The Customer Onboarding Manager provides amazing service that makes our customers love us. The best candidates are great customer relationship builders. The role is to ensure a successful onboarding for new customers as they transition from previous practice management software to our solutions. This is the most important phase of the customer lifecycle, and the Onboarding Manager is responsible for establishing the solid foundation that drives customers’ future successes. Onboarding Managers work in conjunction with Sales, Product, and other internal teams to ensure customers are implemented and onboarded successfully, set up for long-term success, able to realize value quickly, and become daily users of our solutions and value-added services.
This is the ideal opportunity for motivated individuals who provide excellent customer service while maintaining an organized queue of internal tasks. Successful Onboarding Managers have a passion for leading and helping others, operational agility, and a blend of technical and interpersonal skills. New hires complete a formal training program to develop extensive product knowledge, which is invaluable for future career opportunities at the company.
What You’ll Do
Master the products through a formal onboarding program and continued learning.
Prepare and lead customer onboarding experience, assessing customer needs, and customizing the onboarding experience to maximize utilization and delight.
Complete assigned tasks in an organized manner to ensure project deadlines.
Proactive outreach to ensure customer success during their introduction to the system after go-live.
Provide a timely response to customer inquiries via phone and email.
Enhance customer satisfaction by providing distinctive service in all interactions.
Establish a trusted advisor relationship to ensure customer satisfaction.
Utilize Zoom or other web conferencing tools to provide efficient face-to-face customer service.
Utilize SalesForce or similar systems to manage customer interaction and inquiries.
Partner with Sales, Product, and Services teams to define ongoing best practices for onboarding tasks.
Ensure all check-ins and go-live targets are executed on time
Internal systems are kept up to date with notes and documentation for each client engagement
Serve as a brand ambassador to create promoters within our customer base
Represent the Onboarding department at offsite meetups and customer conferences with customers and prospects, as required
About You
BA/BS/BE degree required
Exceptional customer relationship building skills
Excellent written and oral communication skills
Strong analytical capabilities for advanced problem-solving
Demonstrable leadership skills
Ability to influence decision-making and change
Highly organized and strong ability to multitask
Have a passion for leading and helping others, operational agility, and a blend of technical and interpersonal skills
Ability to display good judgment
Ability to work cross-functionally in a fast-paced environment
Ability to follow through on tasks until completed
Ability to develop trusted relationships and find creative solutions
High degree of flexibility
SaaS experience and/or legal experience desired, especially in the areas of immigration and/or personal injury
Additional Information
The pay range for this position is between $26-$28 per hour. AffiniPay is committed to offering competitive, fair and commensurate compensation and has provided an estimated pay range for this role. Actual compensation may vary based on job-related knowledge, skills, experience and education. This position is non-exempt and eligible for overtime.