Remote Manager, Customer Onboarding

Summary

Join Muck Rack's team as a Manager, Customer Onboarding to support the onboarding function and lead a team of Onboarding Strategists. The ideal candidate is customer-centric, innovative, and collaborative, with experience in customer onboarding at a B2B SaaS company.

Requirements

• 4-5+ years professional experience, with 3+ years of experience in customer onboarding at a B2B SaaS company
• Prior people management experience is preferred but not required
• Experience coaching/mentoring and training other team members
• Proficiency in Salesforce
• An ability to use data to analyze results and make data-driven decisions
• Skilled in coaching, influencing, and motivating employees to achieve their best while fostering high morale
• Experience in effectively managing customer escalations and resolving challenging customer scenarios
• Quick to adapt to new software and evolving business requirements
• Excellent verbal communication and strong writing skills with an emphasis on process documentation
• Capable of working independently and quickly acclimating to a fast-paced environment

Responsibilities

• Lead and manage our growing onboarding team through various performance and talent management initiatives
• Provide regular feedback and guidance to support individual and team growth
• Strategically partner with leadership across the organization to define and implement successful onboarding programs that drive growth
• Set and drive onboarding pipeline targets to ensure consistent completion of onboarding projects across the team
• Develop frameworks and communication practices that build trusting relationships with our customers
• Enhance customer time to value by optimizing our tech stack, engagement strategies, and workflows
• Project manage new onboarding initiatives while collaborating with sales, product, customer support, CSMs, marketing, customer education, RevOps to ensure project completion
• Serve as the voice of our customers to deliver a best-in-class onboarding experience

Benefits

• Remote Work, Forever. We’re a fully distributed team and have pledged to remain that way forever
• We offer employees a full home office setup, phone & internet reimbursement, and a monthly coworking membership
• Transparent Compensation. We offer competitive geo-neutral pay in the U.S. and review compensation at least once annually to ensure internal equity and alignment with the external market
• Health & Wellness*. Muck Rack provides comprehensive health, dental, vision, disability and life insurance for employees and their families
• PTO and Family Benefits. Our team enjoys 4+ weeks of off-the-grid PTO, paid sick/mental health days and 13 paid holidays, which can be exchanged for additional PTO with our 'Holiday Swap Program
• Personal & Professional Development. We grow talent by creating internal pathways for advancement and promotion