Customer Onboarding Manager

8am is a professional business platform that empowers client-focused professionals with innovative technology. The Customer Onboarding Manager is responsible for ensuring a successful onboarding experience for new customers using immigration case management software, DocketWise, and works closely with various teams to drive customer success.

Responsibilities:

• Master the product through a formal onboarding program and continued learning
• Prepare and lead customer onboarding experience assessing customer needs, and customizing onboarding experience to maximize utilization and delight
• Complete assigned tasks in an organized manner to ensure project deadlines
• Proactive outreach to ensure customer success during their first 90 days post-live
• Provide timely response to customer inquiries via phone and email
• Enhance customer satisfaction by providing distinctive service in all interactions
• Establish a trusted advisor relationship to ensure customer satisfaction
• Utilize Zoom to provide efficient face-to-face customer service
• Utilize SalesForce to manage customer interaction and inquiries
• Partner with Sales, Product and Services teams to define ongoing best practices for onboarding tasks
• Ensure all check-ins and go-live targets are executed on time
• All notes & fields are filled in throughout Onboarding for each firm
• Serve as a DocketWise brand ambassador to create promoters within industry
• Represent Onboarding department at offsite meetups and customer conferences with customers and prospects

Requirements:

• BA/BS/BE degree required
• Exceptional customer relationship building skills
• Excellent written and oral communication skills in English
• Strong analytical capabilities for advanced problem-solving
• Demonstrable leadership skills
• Ability to influence decision-making and change
• Highly organized and strong ability to multitask
• Have a passion for leading and helping others, operational agility and a blend of technical and interpersonal skills
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation