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Onboarding Manager - PST

About Mangomint

Mangomint is a fast-growing SaaS company on a mission to make every salon and spa more profitable. We are already the highest-rated salon and spa software in the US and Canada with thousands of customers and seek to become the #1 market leader in the coming years.

We’re a fully remote, fun, and ambitious team and get together every few months in person. As we grow, we’re looking to attract high-potential individuals who want to be part of a winning team. If that’s you, come join us!

About the Role

As an Onboarding Manager at Mangomint, you will build impactful relationships with our customers to ensure they fully understand, use, and adopt our software platform. You’ll establish a strong rapport with key stakeholders and execute a process-driven onboarding experience.

In this role, you’ll work directly with customers to document their desired outcomes, complete product training, configure their Mangomint account, import their data, and roll out the product to their users. You’ll manage a portfolio of onboarding projects across salons and spas in the US & Canada, and you’ll be supported by various Mangomint teams as you guide our customers through their onboarding journey.

In your Onboarding Manager role you will:

  • Guide customers through the adoption of Mangomint by managing their onboarding journey, documenting goals, providing product training via Zoom, and configuring their accounts for a smooth rollout

  • Oversee multiple onboarding projects simultaneously, coordinating with internal teams to meet milestones and deliver on-time results

  • Collaborate with cross-functional teams, including engineering, product, sales, and marketing, to continuously improve the onboarding experience and address customer feedback

  • Track and analyze onboarding performance, using data to refine processes and ensure customer satisfaction

  • Serve as a trusted resource for best practices, offering tailored advice to help salons and spas optimize their use of Mangomint

  • Work PST business hours

What We’re Looking For

  • 2+ years of experience in a customer-facing role in a SaaS environment, with a preference for vertical SaaS; experience with CRM systems (e.g., Salesforce), project management tools (e.g., Notion), and communication tools (e.g., Slack) is a plus

  • Strong proficiency in Excel, with experience manipulating and importing large datasets, combined with excellent written and verbal communication skills to quickly build trust with customers

  • Detail-oriented and highly organized, able to manage time effectively while ensuring accuracy and thoroughness in all tasks

  • A collaborative team player who can also work independently, thrive in a fast-paced environment, and adapt to evolving processes and challenges

  • Empathetic and passionate about helping customers succeed, with a commitment to improving organizational systems to reduce extra work and enhance efficiency

What You'll Love About Us

  • Health, dental, vision, life & LTD insurance (US employees)

  • Generous monthly wellness budget for gym memberships, yoga, etc.

  • Premium subscription to the Calm app

  • One Medical membership (US employees)

  • Flexible and unlimited PTO (US employees)

  • 401k plan available (no matching) (US employees)

  • Employee stock option program

Mangomint is an equal opportunity employer. We do not discriminate against any employee or job applicant on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability and genetic information (including family medical history).

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Average salary estimate

$70000 / YEARLY (est.)
min
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$60000K
$80000K

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What You Should Know About Onboarding Manager - PST, Mangomint

Imagine being the key player in ensuring that salons and spas across the US and Canada thrive with Mangomint's innovative software. As the Onboarding Manager at Mangomint, you'll have the incredible opportunity to build meaningful relationships with customers, guiding them through each step of their onboarding journey. You'll work closely with clients to understand their unique needs and outcomes, provide tailored product trainings via Zoom, and customize their Mangomint accounts for a seamless rollout. Your project management skills will shine as you juggle multiple onboarding projects, collaborate with various teams to improve processes, and analyze performance to refine strategies. If you're excited about making a tangible impact and helping our clients succeed, Mangomint is the place for you! You’ll be part of a vibrant and ambitious remote team that shares your passion for excellence. With competitive health benefits, a wellness budget, and flexible PTO, you’ll have the support to flourish both personally and professionally. Let’s embark on this journey together and empower every salon and spa to reach their full potential!

Frequently Asked Questions (FAQs) for Onboarding Manager - PST Role at Mangomint
What are the responsibilities of the Onboarding Manager at Mangomint?

As an Onboarding Manager at Mangomint, you'll be tasked with guiding customers during their onboarding journey. This includes documenting their goals, conducting product training via Zoom, configuring accounts, and rolling out the product to users, all while managing multiple onboarding projects concurrently.

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What qualifications are needed to become an Onboarding Manager at Mangomint?

To qualify for the Onboarding Manager role at Mangomint, candidates should have at least 2 years of experience in a customer-facing role within a SaaS environment. Proficiency in Excel and familiarity with CRM systems like Salesforce or communication tools like Slack are beneficial, along with strong organizational and communication skills.

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How does the onboarding process work at Mangomint?

The onboarding process at Mangomint involves a comprehensive approach where the Onboarding Manager establishes relationships with clients, understands their desired outcomes, provides necessary training, configures their Mangomint accounts, and ensures a smooth launch. Continuous support and improvement based on customer feedback are key components.

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What software skills are important for the Onboarding Manager role at Mangomint?

An Onboarding Manager at Mangomint should be skilled in using Excel for data manipulation, along with experience with project management tools like Notion. Familiarity with CRM systems such as Salesforce also enhances the efficiency of handling customer relationships.

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What is the team culture like at Mangomint for Onboarding Managers?

Mangomint boasts a remote, diverse, and ambitious team culture, where collaboration is encouraged, and employees support one another's growth. The team enjoys regular in-person meetups to foster relationships and create a vibrant work atmosphere.

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Common Interview Questions for Onboarding Manager - PST
How do you manage multiple onboarding projects simultaneously as an Onboarding Manager?

In managing multiple onboarding projects, I prioritize tasks based on client needs and timelines. Utilizing project management tools allows me to visualize deadlines and collaborate with internal teams to ensure all milestones are met efficiently.

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Can you describe a situation where you helped a client overcome a challenge during onboarding?

I once encountered a client struggling to integrate their existing data into a new system. I set up a training session to walk them through the process step-by-step and provided continuous support until they felt confident in using the new platform.

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What techniques do you use to ensure customer satisfaction during the onboarding process?

To ensure customer satisfaction, I maintain open lines of communication, regularly check in on progress, and solicit feedback on their experience. Tailoring the onboarding process to meet their specific goals contributes to a positive outcome.

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How do you gather and analyze onboarding performance data?

I track onboarding performance metrics using tools and Excel spreadsheets. By compiling data on user adoption rates and customer feedback, I analyze patterns, which helps improve future onboarding experiences.

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What do you consider the most important aspect of onboarding software customers?

Building trust and rapport with customers is paramount during onboarding. It creates a foundation of communication, allowing them to feel comfortable in sharing their needs and challenges, leading to successful adoption of the software.

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Describe a time you collaborated with another team to enhance the onboarding experience.

I once worked with the engineering team to address technical issues voiced by clients. By providing them with direct feedback from customers, we were able to implement changes that streamlined the onboarding process significantly.

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How would you tailor training for a diverse group of customers?

I would assess the varying skill levels of the audience and adjust the training content accordingly. Incorporating interactive elements and allowing questions throughout the session can accommodate different learning styles.

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What strategies do you implement to keep customers engaged during the onboarding process?

To maintain engagement, I incorporate regular check-ins, milestones, and celebrate successes, ensuring clients feel motivated and supported throughout their onboarding journey.

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How do you stay organized while managing multiple client accounts?

I use project management tools to maintain a detailed calendar of tasks and deadlines for each account. Regular reviews of my to-do lists and adaptability ensure that I keep everything on track.

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What gives you the passion to help salons and spas succeed with Mangomint?

My passion stems from witnessing the transformative effects our software has on salons and spas. Helping clients streamline their operations and enhance their profitability fuels my desire to support their success.

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Inclusive & Diverse
Rise from Within
Mission Driven
Diversity of Opinions
Work/Life Harmony
Take Risks
Startup Mindset
Collaboration over Competition
Fast-Paced
Growth & Learning
Dental Insurance
Vision Insurance
Disability Insurance
Flexible Spending Account (FSA)
Health Savings Account (HSA)
Performance Bonus
Family Medical Leave
Paid Holidays

Our mission is to make salon and spa software invisible, and our vision is to become the #1 market leader for salons and spas with 5+ service providers in all the countries we operate.

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Full-time, remote
DATE POSTED
December 10, 2024

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