Manager, Customer Onboarding - job 1 of 2

As the Manager of Customer Onboarding at Deel, you will primarily focus on developing your team of Implementation Managers through hands-on coaching and mentorship. Your responsibilities will include resolving customer escalations, driving customer adoption of key features, and continuously evaluating and improving internal processes to enhance efficiency. Additionally, you'll need to collaborate across functional teams to create a seamless customer journey.

To qualify for the Manager, Customer Onboarding role at Deel, you should have over five years of SaaS experience, particularly in professional services or implementation, along with at least two years of team leadership experience. A passion for supporting team growth, strong time management skills, and the ability to solve complex problems are essential. Experience in high-growth startups or in fintech/HR tech is a bonus.

At Deel, we are committed to the growth of our employees, and as a Manager in Customer Onboarding, you will have opportunities for professional development through mentorship and coaching programs. We believe in fostering a culture of continuous learning, enabling you to enhance your skills while also supporting the growth of your Implementation Managers.

The work environment for the Manager, Customer Onboarding at Deel is dynamic and collaborative, featuring a remote work culture that embraces flexibility. You'll work with diverse teams across multiple time zones, promoting a rich exchange of ideas while building relationships with clients and team members globally. Deel's inclusive environment values different perspectives and experiences.

Deel offers a comprehensive total rewards package for its Manager of Customer Onboarding role, which includes competitive pay that reflects the value of your contributions. Employees enjoy perks like tailored computer equipment, stock grant opportunities, and remote work flexibility, along with additional benefits based on employment status and location—reflecting our commitment to an inclusive workplace.

To effectively resolve a customer escalation, I would first listen to the customer’s concerns to fully understand the issue. After gathering all relevant information, I would collaborate with my team to identify a solution and communicate clearly and promptly with the customer, ensuring they feel valued and heard. Follow-up is also crucial to prevent future issues.

In my previous role, I led a team of implementation specialists, focusing on their development through regular feedback, training sessions, and mentoring. I encouraged an open-door policy for team members to share their challenges and successes, fostering a supportive environment that ultimately increased efficiency and customer satisfaction.

To drive user adoption of key features, I would focus on educating customers through tailored onboarding sessions and providing ongoing support. Promoting the benefits and value of each feature will be crucial, alongside collecting feedback to iterate the onboarding process continuously, ensuring it meets their needs.

I prioritize tasks by assessing their impact on my team’s performance and the customer experience. Implementing time management tools allows me to keep track of deadlines effectively while remaining adaptable to changes. Daily check-ins with my team help to ensure alignment and provide a platform for any urgent issues that arise.

I believe in fostering a culture of feedback and learning. Regular one-on-ones allow me to understand my team's challenges and successes, while performance metrics highlight areas for improvement. I encourage continued education through workshops and training, helping team members enhance their skills aligned with company goals.

My experience with cross-functional collaboration involves working closely with Sales, Technical Account Management, and Product teams to ensure a seamless customer experience. I value open communication and regularly schedule alignment meetings where we can share insights and goals to drive project success.

In my last position, our company underwent a major restructuring. I quickly adapted by taking the initiative to redefine our team’s goals in alignment with the new business objectives. This adaptability proved crucial in maintaining team morale and ensuring that we continued to deliver high-quality service to our customers.

My mentoring approach involves establishing a trusting relationship where open communication is encouraged. I set clear expectations and provide constructive feedback while empowering team members to take ownership of their development. This mentorship cycle not only helps individual growth but also strengthens team dynamics.

One challenge was managing remote teams across different time zones. To overcome this, I established a rotating schedule for meetings and created an online collaboration space where all team members could connect regardless of time. This helped build camaraderie and ensured everyone stayed informed and engaged.

I would track metrics such as customer satisfaction scores, onboarding completion rates, and adoption of key product features. Regularly analyzing these metrics would help identify areas for improvement and create actionable strategies to enhance our onboarding process and customer experience overall.