Onboarding Manager

Summary

Join Apollo.io's Onboarding team and play a pivotal role in delivering a world-class onboarding experience to new customers. As the first point of contact, you'll guide customers through the implementation of our sales engagement tool, ensuring a seamless and confidence-inspiring process. This highly cross-functional role requires close collaboration with internal teams (sales, support, product, engineering) and external stakeholders. You will manage a portfolio of customers, conduct training sessions, troubleshoot technical issues, and maintain a high level of customer satisfaction. Success in this role demands strong communication, problem-solving, and project management skills, along with a passion for delivering exceptional customer experiences.

Requirements

• Onboarding experience: managing complex integration processes with 3rd party tooling, such as SFDC, Marketo, Hubspot, Zapier a plus
• Ability to communicate, present to, and influence key stakeholders of the customer’s organization
• Strong problem-solving skills and verbal and written communication skills
• Excellent listening, negotiation, and presentation abilities
• Proven skill with juggling multiple projects at a time while maintaining strong attention to detail
• Gratitude, a sense of purpose, and a kind and generous demeanor
• Sense of urgency and commitment to timely customer responses
• 3+ years of total work experience; startup and/or SaaS experience a plus
• 2+ years of experience in client-facing implementation and/or technical account management
• Experience working with clients spanning a wide range of industries
• Deep knowledge that spans one or more of the following domains: SaaS, Operations, or Sales
• Proven track record of delivering results in a dynamic startup environment
• Adaptable with the ability to pick up new technologies, assess situations quickly, and look for smarter, better ways to achieve goals
• Creative and analytical problem-solving skills
• Enthusiastic and high energy, but also poised, confident and extremely professional

Responsibilities

• Teach Apollo’s full product suite to our customers, helping them to successfully implement and utilize those tools to address their goals and objectives
• Understand and explain our integration logic with 3rd party tooling such as HubSpot and SFDC and guide technical stakeholders in their integration of those tools to Apollo
• Prep for, conduct, and follow up on weekly training sessions with onboarding customers
• Manage a portfolio of 30-40 onboarding customers at a time
• Provide updated project notes in our CS tooling, Vitally
• Graduate customers in a timely, value-driven manner and garner positive CSAT reviews
• Collaborate across the Onboarding team to deliver scaled webinars to train end user populations for customers ready to launch
• Work to achieve our quarterly OKRs and targets for initial customer adoption
• Work to maintain a < 6hr SLA to customer inquiries

Benefits

• We invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact
• Collaboration is at our core—we’re all for one , meaning you’ll have a team across departments ready to help you succeed
• We encourage bold ideas and courageous action , giving you the freedom to experiment, take smart risks, and drive big wins