Manage and empower your team of up to 12 Customer Onboarding Specialists in a remote environment
Drive results from your team by consistently meeting or exceeding activation targets
Monitor key metrics and report on team performance and KPIs, including achievement of activation goals
Drive performance improvements by analyzing your team members’ metrics and conducting call reviews to identify areas of strength and improvement
Coach and train your team through regular 1:1’s, team meetings, and individual call coaching sessions
Partner with Customer Onboarding Leadership to motivate, incentivize, and recognize team members to encourage top performance
Serve as a subject matter expert on your teams; daily responsibilities as well as an escalation point for team members in navigating customer situations.
Interview and onboard new team members
Identify and implement process improvements to continually elevate the customer experience and provide thoughtful, sustainable solutions to benefit the team

Proven 2+ years of experience in customer-facing roles and customer onboarding, specifically focused on SaaS applications and B2B technology-based products or services
Exceptional communication, organization, time management, and emotional intelligence skills
Methodical and data-driven problem-solving approach, with the ability to critically analyze issues and act decisively
Proficiency in utilizing Salesforce to enhance team workflows and drive data-driven business decisions, leveraging reports and dashboards
Experience collaborating with diverse cross-functional teams such as Sales, Success, Product, and Engineering
Adaptable to rapid changes in a dynamic work environment
Deep commitment to fostering team culture and achieving exceptional results
Effective leadership skills are demonstrated through leading by example and promoting best practices within the team

Customer Onboarding Manager

Key skills