Senior Manager, Customer Onboarding

WHAT WE ARE LOOKING FOR:

• 5+ years experience in an Onboarding/Implementation/Project Management function. Ideally having spent time focusing on the SaaS and/or real estate space.

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  3+ years in building and leading teams.

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  Experience building and executing a cohesive customer journey with key milestones and seamless handoffs.

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  Intrigued by data, with hundreds of thousands of customers you’ll need a mix of data driven insights and hands-on customer attention.

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  Energized by the thought of building a team, strategizing, creating process, and being a player-coach when needed.

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  Strong communication, coaching, and live training skills over email, phone, and video.

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  Collaborating with individuals and customers excites you. Your style is concise and empathetic – with a balance of teaching and listening/learning yourself, as well as the ability to lead a conversation.

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  You’re passionate about discovering an individual’s needs, and you ask strong, open-ended questions that help you learn more about them.

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  Someone who works well with internal teams, balancing team and customer’s success with company needs and opportunities.

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  A leader who helps to build and foster a strong and supportive team culture.

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  Solution-focused mindset.

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  Feedback, learning, and growing are some of your favorite words.

WHAT YOU CAN EXPECT:

• You’ll get to know the product, our culture, the Onboarding and Customer Success processes, what and how we track and report, and the people you'll be working with.

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  Coach and streamline processes related to how we onboard customers, build rapport, and put plans in place that influence the broader Customer Success metrics and processes.

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  Build and expand the existing Onboarding Processes.

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  Support team members in hitting their monthly and quarterly targets.

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  Allocate and assign day-to-day tasks to team members according to best fit and skills for the job. Help guide team members to ensure the work is done well.

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  Report on team member performance and mission-related objectives.

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  Orient new team members and assist ongoing team members with continually improving job performance.

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  Hold regular team meetings and provide tips and training for the team to achieve a competitive edge in the industry.

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  Interviewing candidates and making hiring decisions.

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  Preparing and delivering reports to senior management.

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  Attending internal meetings with key stakeholders and sharing pertinent information across the team.

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  Engaging, supporting and navigating our customers and internal teams through high-priority issues and escalations.

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  Maintaining, updating and communicating departmental processes and changes.

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  Provide coaching and guidance to support team members skills and professional development.

WHAT WE OFFER:

• We believe in working hard, and resting hard. We’re always looking for new ways to support our team members, but here’s a glance at what we currently offer:

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  Health and wellbeing

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  \uD83D\uDC76 Maternity and parental leave top up programs

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  \uD83C\uDFDD Unlimited RTO (responsible time off) policy

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  \uD83D\uDC96 Company-wide wellness days off scheduled throughout the year

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  \uD83E\uDE7A Comprehensive health coverage

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  Growth and future

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  \uD83D\uDCB8 Retirement matching program

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  Flexibility and community

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  \uD83C\uDF0E Employee-led DEI&B programs

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  \uD83C\uDFE0 Fully remote environment

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  \uD83C\uDFC6 Peer-to-peer recognition