Customer Onboarding Manager

Summary

Join AffiniPay as a Customer Onboarding Specialist and provide exceptional service to ensure a smooth transition for new customers adopting MyCase practice management software. You will be responsible for leading the onboarding experience, assessing customer needs, and customizing the process to maximize utilization and satisfaction. This crucial role involves managing tasks, proactively reaching out to customers, responding to inquiries, and building trusted advisor relationships. You will collaborate with sales, product, and services teams to establish best practices and represent the onboarding department at industry events. Success in this position requires strong customer relationship skills, organizational abilities, and a passion for helping others.

Requirements

• 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

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
• Complete assigned tasks in an organized manner to ensure project deadlines
• Proactive outreach to ensure customer success during their first 90 days post-live
• Provide 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 to provide efficient face-to-face customer service
• Utilize SalesForce 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
• All notes & fields are filled in throughout Onboarding for each firm
• Serve as a MyCase brand ambassador to create promoters within industry
• Represent Onboarding department at offsite meetups and customer conferences with customers and prospects

Preferred Qualifications

SaaS experience and/or legal experience desired

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