Customer Onboarding Manager

Summary

Join Human Interest, a high-growth tech company revolutionizing the retirement industry, as a Customer Onboarding Manager. You will lead a team responsible for onboarding clients, ensuring they meet their goals, and driving efficiency in a fast-paced environment. This role requires proven management experience in customer onboarding within a SaaS setting, a strong track record in a quota-driven sales environment, and excellent communication skills. You'll be responsible for strategizing, monitoring, and improving onboarding processes, collaborating cross-functionally to resolve issues and meet revenue targets. Human Interest offers a competitive salary, comprehensive benefits, and a collaborative, mission-driven culture.

Requirements

• 3-5 years of total experience with 2+ years of management in customer onboarding or related disciplines in a SaaS environment
• Proven track record of success in a quota-driven sales environment
• You must be results a driven, confident, and dynamic leader that can quickly make key decisions to adjust the organization to meet business needs
• Ability to effectively communicate across the organization while inspiring and motivating the team to perform at a high level
• Demonstrated success working with high volume metrics
• Experience in SaaS and ability to work in a fast-paced tech environment
• Excellent written, oral, presentation, and interpersonal communication skills
• Bachelor’s degree in a related discipline
• Experience evolving and optimizing people, processes, and tools
• Expertise in managing and overseeing large complicated accounts and projects
• Ability to effectively facilitate change from the executive level down
• Ability to effectively navigate and mediate conflict

Responsibilities

• Manage a team of customer onboarding specialists and ensure they meet their quarterly goals
• Strategize internal bonuses and promos to meet revenue goals
• Actively inspect customer onboarding pipeline, monitor churn, and review onboarding calls to enforce process and talk tracks
• Identify opportunities for improvement within your customer onboarding team
• Identify launch blockers and collaborate cross-functionally to communicate blockers and identify solutions
• Strategize with customer onboarding leaders, RVPs, and Program Management to identify process gaps and improvements
• Partner with other managers and departments to resolve customer escalations
• Manage the end-to-end customer onboarding process and forecast launch
• Drive a culture of accountability while having fun in the process
• Ensure customer onboarding specialists meet or exceed their launch-ready quota per quarter
• Ensure customer onboarding specialists onboard a target mix of safe harbor and auto-enroll plans
• Minimize churn per region

Benefits

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Generous PTO and parental leave policies
• Addition Wealth - Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra - Enhanced Mental Health Support for Employees and dependents
• Carrot - Fertility healthcare and family forming benefits
• Candidly - Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Employee Resource Groups including Veterans, Lift Ev’ry Voice, Pride, LatinX, Families, and Women in Tech
• Fun online and regional events and celebrations and department and company offsites
• The vast majority of our positions can be 100% remote
• Base salary for this position spans $100,000 - $105,000
• This position will also offer a variable target of $40,000 - $45,000
• All of our employees are offered a robust suite of physical, financial and mental wellness benefits