Customer Onboarding Manager

Summary

Join AffiniPay as an Onboarding Manager and play a crucial role in ensuring the success of new law firm clients transitioning to CASEpeer, our case management software. You will be responsible for leading the onboarding process, customizing the experience to maximize client utilization and satisfaction. This involves proactive outreach, timely responses to inquiries, and building trusted advisor relationships. You will collaborate with various teams to establish best practices and represent the Onboarding department at conferences. The ideal candidate possesses strong customer relationship skills, technical aptitude, and leadership abilities. This position offers a competitive salary and a comprehensive benefits package.

Requirements

• 2+ years SaaS Client Success, onboarding or client management experience
• BA/BS/BE degree required
• Quarterly travel to train law firms in person
• 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
• 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

Responsibilities

• Master the product through a formal onboarding program and continued learning
• Prepare and lead customer onboarding experience assessing customer needs, and customizing onboarding experience to maximize utilization and delight
• Proactive outreach to ensure customer success
• Provide timely response to customer inquiries via phone, email, chat and tickets
• Enhance customer satisfaction by providing distinctive service in all interactions
• Establish a trusted advisor relationship to ensure customer satisfaction
• Utilize Zoom to provide efficient face-to-face customer service
• Utilize Hubspot to manage customer interaction and inquiries
• Partner with Sales, Product and Services teams to define ongoing best practices for onboarding tasks
• Serve as a brand ambassador to create promoters within industry
• Represent Onboarding department at offsite training and or customer conferences with customers and prospects
• Advocate for our clients while capturing customer feedback and reporting requests to Management and Development teams
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Various intermittent responsibilities to support the team including, but not limited to Q&Aing bugs and new releases and creation of templates to help with firm automation

Preferred Qualifications

• Personal injury legal experience preferred
• Have a passion for leading and helping others, operational agility and a blend of technical and interpersonal skills

Benefits

• All employees receive fully covered medical, dental and vision coverage - Choose from our 2 available health plans based on what fits you and/or your family!
• Have some fur babies? - We offer them insurance too!
• RELAX and enjoy your time away with our flexible paid time off policy!
• We will help you plan for your future - 401K, or RRSP if in Canada, with a company match
• Competitive compensation packages that include mid-year and end-of-year bonuses and equity options for all full-time employees
• Health Wellness Program that includes nutrition consultations, mental health apps, and access to discounted memberships
• Have plans to grow your family? - Parental resources, including 16 weeks of paid time off for primary caregivers
• Professional development opportunities including mentorships, leadership programs and our AffiniPayU courses
• We believe it is important to give back with our Matching Gift Program and organized activities focused on donations, volunteerism and supporting the local communities throughout the country
• D&I initiatives provide educational opportunities regarding multicultural issues, tolerance, and celebrating diversity among our entire staff
• An incredible, in-office experience at our headquarters in Austin and San Diego including free lunch delivery, a fully stocked kitchen, and some “sweet” surprises for those afternoon pick-me-ups