Key skills
Customer onboarding processesCRM tools proficiencyLeadership skillsData-driven mindsetProject management toolsAnalytical approachTeam motivationCommunication skillsInterpersonal skillsFast-paced environmentSaaSCRMLeadershipProject ManagementCommunicationCustomer SuccessAccount ManagementSales
About this role
Tekmetric is a cloud-based platform that helps auto repair shops run smarter and grow faster. The Manager of Customer Onboarding will lead a team to enhance customer service and satisfaction through effective onboarding processes, collaborating with various teams to ensure a seamless customer journey.
Responsibilities:
- Lead and manage a team of Customer Onboarding Managers, ensuring a high level of customer service, TTV, and satisfaction
- 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
Requirements:
- Bachelor's degree in business, Communication, or a related field
- 3+ years of experience in customer success, account management, or a related field within the SaaS industry
- Proven track record of managing and improving customer onboarding processes
- Strong leadership skills with experience in managing and motivating teams
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members
- Proficiency in CRM and project management tools
- Data-driven mindset with a strong analytical approach to problem-solving
- Ability to work in a fast-paced, dynamic environment