Senior Manager, Customer Onboarding

Summary

Join Tekmetric, a leading auto-repair shop management system company, as a Customer Onboarding Manager. Lead and manage a team, ensuring high customer satisfaction and efficient onboarding processes. Collaborate with various teams to create a seamless customer journey. Monitor feedback and metrics to continuously improve onboarding. Conduct training sessions and work closely with clients to understand their needs. Identify upsell opportunities and manage customer expectations. This role requires a Bachelor's degree, people management experience, and SaaS industry experience. Tekmetric offers excellent benefits, including healthcare, flexible work, generous PTO, and various leave programs.

Requirements

• Bachelor’s degree in business, communication, or a related field
• 3-5 years of people management experience
• 5+ years of experience in customer success, account management, or a related field within the SaaS industry
• Proven track record of managing teams, improving customer onboarding processes, and meeting target KPI’s for the business
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members
• Data-driven mindset with a strong analytical approach to problem-solving
• Ability to work in a fast-paced, dynamic environment

Responsibilities

• Lead and manage a team of Customer Onboarding Managers, ensuring a high level of customer service, TTV, and satisfaction
• Work with customers in the mid-market and enterprise segments, coordinating with management and leadership at all levels
• Develop and implement onboarding processes and strategies that are efficient, scalable, and tailored to different customer segments
• Collaborate with sales, product, customer success and support teams to ensure a cohesive customer journey from initial sale to full product adoption
• Monitor customer feedback and onboarding metrics, using this data to continuously improve the onboarding experience
• Conduct regular training sessions for the onboarding team to keep them updated on product changes and best practices
• Work closely with clients to understand their business needs and tailor the onboarding experience accordingly
• Establish clear communication and project management protocols to ensure timely and successful implementations
• Identify upsell and expansion opportunities during the onboarding process and collaborate with the sales team to capitalize on these opportunities
• Manage customer expectations and address any issues that may arise during the onboarding process

Benefits

• Flexible and remote work opportunities
• Generous PTO
• Exceptional leave programs for all of life’s moments: maternity, paternity and parental bonding, as well as medical leave to care for yourself or loved ones
• Excellent Medical, Dental, Vision and Prescription Drug Coverage
• 401(k) Retirement Savings Plan with a 6% Match
• Employer covered STD, LTD, Life and AD&D Insurance Programs
• Up to $60 monthly for wellness expenses and activities
• Education Assistance- includes undergraduate/graduate courses and continuing education