Manager

Summary

Join AffiniPay as the Manager, Customer Onboarding Services, and lead the Onboarding & Data Migration teams in ensuring timely and successful onboarding for new MyCase customers. You will provide the team with necessary tools, programs, and coaching to train customers, migrate data, and assist with payments and integrations. Collaborate with Sales & Customer Success leadership to handle escalations and mitigate churn. Establish team goals and KPIs, inspire exceptional service, and mentor team members. Successful candidates are motivated, passionate about helping others, operationally agile, and possess a blend of technical and interpersonal skills.

Requirements

• 1+ years of successfully onboarding MyCase customers
• 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

• Ensure all team members utilize Salesforce to track all elements of the Onboarding & Data Migration experience (i.e. check-ins and go-live targets are executed on time, all notes & fields are filled in)
• Ensure KPIs meet or exceed goals for firms in each area: Days in data import: 5 days or below Median days to live: 30 for 1-9 users; 60 for 10+ tNPS: 60 or above Churn: under 10% LawPay Leads: 10 per quarter
• Monitor Onboarding & Sales Handoff sheet for smooth handoff between teams
• Track & submit quarterly Payments SPIF for team
• Monitor team workload to maintain balance with firm assignments
• Ensure MyCase 101 webinar has coverage bi-weekly
• Lead morning standups & bi-weekly team meetings
• Manage dream-team Slack channel & ensure partner channels are monitored (i.e. deal-help-mycase)
• Interview, hire & train all new employees
• Manage team PTO, timecards, overtime and annual reviews via Workday
• Be the go-to person for collaborative efforts with other teams (Sales, CS, Product)
• Partner with Leaders in Sales, Product, Services & Partner companies (Universal Migrator) to define ongoing best practices for onboarding tasks
• Own and delegate new initiatives/projects as they arise
• Keep track of team recognition (Birthdays/Anniversaries), as well as managing WOW team award & monthly Motivosity
• Represent team in Leadership meetings to share KPIs, updates, and ongoing initiatives
• Exercise independent decision making
• Provide timely responses to customer escalation inquiries
• Serve as a AffiniPay/MyCase brand ambassador to create promoters within industry
• Lead the team by example through your actions
• Other duties as assigned

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