Onboarding Manager

Summary

Join Boulevard's Customer Experience group as an Onboarding Manager, leading a team of 8-10 specialists. You will provide coaching, strategic guidance, and support to ensure exceptional onboarding experiences. This role demands strong leadership, strategic communication, and the ability to balance immediate customer needs with long-term business objectives. You will manage team performance, address customer issues, and collaborate with various teams to improve processes. The position requires experience in customer success, onboarding, or operations, along with strong leadership and organizational skills. Boulevard offers competitive compensation, benefits, and a fully remote work environment.

Requirements

• Experience: 3–5+ years in customer success, onboarding, or operations, with at least 2 years in a leadership role
• Technical Aptitude: Deep knowledge of Boulevard’s platform (nice to have), Excel (required) and Salesforce (strongly preferred), with the ability to learn new platforms quickly, troubleshoot and provide guidance for complex customer needs
• Leadership Skills: Proven ability to inspire, develop, and lead high-performing teams while holding them accountable to performance standards
• Organizational Skills: Exceptional ability to manage competing priorities and deadlines in a fast-paced environment
• High EQ: Navigate complex interpersonal interactions with emotional intelligence and a calm, solutions-oriented mindset
• Strategic Communication: Anticipate questions and craft responses that align short-term customer needs with long-term business goals
• Constructive Conflict Resolution: Facilitate healthy discussions, mediate conflicts, and guide team members to view challenges as opportunities for growth
• High-Level Problem Solving: Analyze complex situations, manage high-stakes accounts, and identify root causes to address systemic issues
• Customer and Business Alignment: Align onboarding strategies with broader business objectives, ensuring customer satisfaction translates to retention and loyalty
• Fostering Autonomy and Growth: Encourage independent problem-solving and coach team members toward professional growth and confidence

Responsibilities

• Manage and develop a team of 8–10 OSs and MSs through regular 1:1s, performance reviews, and actionable feedback
• Foster a culture of growth and autonomy, encouraging team members to take initiative, experiment, and pursue innovative solutions
• Provide coaching and support for team members handling customer accounts, including thought partnership for complex use cases
• Lead with empathy and firmness to address performance issues constructively, ensuring accountability and continuous improvement
• Model our team values of agility, resilience, customer experience obsession and collaboration
• Own team metrics, ensuring KPIs are met while identifying areas for improvement to drive onboarding efficiency and effectiveness
• Serve as the first point of escalation for customer issues, de-escalating situations and developing strategic solutions for complex problems
• Partner with team members to brainstorm and execute creative approaches to unique customer use cases and configurations
• Oversee team workload and prioritize projects to meet deadlines and deliver exceptional customer experiences
• Align onboarding strategies with Boulevard’s business goals to ensure customer loyalty and retention
• Collaborate with Sales, Product, Engineering, Finance, and other Customer Experience teams to identify and implement process improvements
• Partner with the Migration Specialist team to refine and streamline data migration processes, ensuring scalability and efficiency
• Advocate for customers and team members, serving as a bridge between internal stakeholders and customer-facing teams
• Identify gaps and inefficiencies in onboarding processes, developing initiatives to enhance customer satisfaction and team productivity
• Lead the development and updating of onboarding resources (e.g., guides, Confluence pages, one-sheets)
• Provide leadership with insights and recommendations for scaling the onboarding team, including headcount needs and KPIs

Preferred Qualifications

Bonus points for experience with SaaS platforms or in the beauty and wellness industry

Benefits

• Your total budgeted cash compensation for this role is between $ 77,280 and $110,400 USD, depending on your current skills, experience, training, and overall market demands
• We’ve got you covered with a 401(k) match plus dental, medical, vision, and life insurance
• Take a break whenever you need with our flexible vacation day policy
• Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month
• Family planning resources and specialized support programs
• Equity: get ahead on the ground floor and grow with Boulevard
• Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve