Senior Manager, Customer Onboarding

Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better. The Senior Manager, Customer Onboarding will lead a team to ensure high levels of customer service and satisfaction while developing efficient onboarding processes tailored to different customer segments.

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 level
• 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
• 3-5 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