Customer Onboarding Manager

Summary

Join AffiniPay as a Customer Onboarding Manager and ensure a smooth transition for new customers adopting our practice management software. You will be responsible for establishing a solid foundation for customer success, working closely with sales, product, and internal teams. This role requires mastering our products, leading onboarding experiences, and proactively supporting customers. You will manage tasks, respond to inquiries, build trusted relationships, and utilize various tools to enhance customer satisfaction. The ideal candidate possesses exceptional customer relationship skills, strong analytical abilities, and demonstrable leadership. This position offers a formal training program and opportunities for career growth within the company.

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 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

Preferred Qualifications

SaaS experience and/or legal experience desired, especially in the areas of immigration and/or personal injury

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