Customer Onboarding Manager

Summary

Join Tekmetric, a rapidly growing cloud-based auto-repair shop management system company, as a Product Expert! You will provide detailed account walkthroughs and implementation assistance to new customers. This role requires strong communication, problem-solving, and relationship-building skills. You will collaborate with various teams and leverage customer feedback for continuous improvement. The ideal candidate possesses 1-2 years of experience in customer onboarding or a customer-facing function, project management skills, and a proven ability to resolve escalated client issues. Tekmetric offers a dynamic work environment with excellent benefits, including healthcare insurance, generous PTO, flexible work opportunities, and various financial benefits.

Requirements

• 1-2 years’ experience in Customer Onboarding or a customer facing function
• Project Management Skills
• Track record of proactively resolving escalated client service issues while sharing insights with the organization
• Experience establishing and growing relationships with all levels within enterprise organizations from Director to C-Suite
• Ability to improve team processes and direction
• Work closely with the Customer Success team to solve problems collaboratively

Responsibilities

• Become a Tekmetric Product Expert
• Provide detailed account walkthroughs and assist many new customers with implementation
• Clearly communicate account setup requirements and expectations with customers and key stakeholders
• Educate customers on Tekmetric capabilities, and best practices to simplify adoption and align expectations
• Record customer implementation needs, requests, and questions in Hubspot and communicate to key Tekmetric leadership
• Ensure customers receive superior service
• Collaborate with the sales, customer success, operations, support and engineering teams
• Leverage feedback for continuous improvement to the onboarding process
• Develop a deep understanding of customers' business and operational objectives
• Listen carefully to information provided by customers and ask clarifying questions to ensure proper use of Tekmetric
• Establish strong relationships with new customer stakeholders and deepen relationships with existing customer stakeholders
• Run and manage customer data migrations

Preferred Qualifications

Bachelor’s degree

Benefits

• Flexible and remote work opportunities
• Generous PTO
• Exceptional leave programs for all of life’s moments: maternity, paternity and parental bonding, as well as medical leave to care for yourself or loved ones
• Excellent Medical, Dental, Vision and Prescription Drug Coverage
• 401(k) Retirement Savings Plan with a 6% Match
• Employer covered STD, LTD, Life and AD&D Insurance Programs
• Up to $60 monthly for wellness expenses and activities
• Education Assistance- includes undergraduate/graduate courses and continuing education