Customer Onboarding Program Manager

Summary

Join our team as a Customer Onboarding Manager and lead a team of specialists, overseeing the entire client onboarding process from account setup to implementation. You will manage the free trial process, optimize the customer experience, and support key feature onboarding. Responsibilities include creating and managing handover processes, finding solutions to optimize onboarding, and collaborating with internal teams. You will work to improve product adoption and customer retention, fostering positive customer relationships. The role requires strong communication, analytical, and project management skills, along with experience in customer onboarding and team management. This is a work-from-home position with flexibility, offering various benefits.

Requirements

• Minimum 3 years of experience in customer onboarding, communications, customer service and support, sales, account management, or customer success
• Managed an onboarding team or a team involved in early stages of a customer journey
• High emotional intelligence and empathy skills
• Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues
• Strong analytical and goal-oriented mindset backed by basic-to-advanced project management skills
• Ability to de-escalate customer support requests and maintain a positive, goal-driven customer relationship
• Experience integrating and migrating legacy systems to new software solutions in a way that best serves client and business goals
• Familiar with technical Saas concepts such as SDKs, APIs and cloud computing
• Organized and analytical to focus on data driven outcomes for customers and the team’s objectives
• Amenable to work in different time zones as needed
• This is a WFH setup, however, candidate should be open to working on-site as needed

Responsibilities

• Overseeing and managing the entire customer onboarding process
• Manage the Free trial process and constantly identify ways to optimize the experience
• Support with trials and onboarding of key features critical to our competitive advantage
• Manage a team of onboarding specialists trained to complete onboarding in a consistent manner and support with migration and other implementation projects
• Create and manage processes for handover post onboarding
• Finding solutions for optimizing the customer onboarding process and collaborating with internal teams to implement them
• Understanding customer objectives, goals, and providing product information to best serve those goals
• Work with the internal teams to optimize the client’s product setup for the quickest path to success
• Collaborating with internal teams and creating a process to identify and eliminate roadblocks in the way of customers’ goals
• Improving product adoption and customer retention and helping foster positive customer relationships that create a loyal customer base
• Providing materials to help customers learn best practices to better achieve their desired outcomes leveraging existing product features and capabilities
• Work with the Learning & Development team to create and provide updated training materials to support the operations team to become product experts
• Work collaboratively with Player Support Operations Managers to jointly onboard an end to end customer

Benefits

• Monthly Non-taxable Allowances
• Paid Time Offs
• Day 1 HMO and Life Insurance
• Annual Corporate Bonus
• Flexible work setup