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8am · 1 day ago

Onboarding Manager

United States

Full-time

Remote

Mid Level

$24/hr - $28/hr

8am is a professional business platform that empowers professionals with innovative technology. The Customer Onboarding Manager is responsible for ensuring a successful onboarding experience for new customers transitioning to their solutions, working closely with Sales, Product, and internal teams to drive customer satisfaction and long-term success.

Financial ServicesFinTechLegal TechPayments

Responsibilities

Master the products through a formal onboarding program and continued learning

Prepare and lead customer onboarding experience, assessing customer needs, and customizing the 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 introduction to the system after go-live

Provide a 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 or other web conferencing tools to provide efficient face-to-face customer service

Utilize SalesForce or similar systems 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

Internal systems are kept up to date with notes and documentation for each client engagement

Serve as a brand ambassador to create promoters within our customer base

Represent the Onboarding department at offsite meetups and customer conferences

Qualification

Customer relationship buildingSaaS experienceLeadership skillsAnalytical capabilitiesCommunication skillsOrganizational skillsMultitaskingAI tools experienceProblem-solvingFlexibilityCross-functional collaborationCreative solutions

Required

BA/BS/BE degree required

Exceptional customer relationship building skills

Excellent written and oral communication skills

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

Ability to display good judgment

Ability to work cross-functionally in a fast-paced environment

Ability to follow through on tasks until completed

Ability to develop trusted relationships and find creative solutions

High degree of flexibility

Preferred

SaaS experience and/or legal experience desired, especially in the areas of immigration and/or personal injury

Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation

Benefits

Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees.

Financial perks: We offer a competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.

Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for our new parents.

Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.

Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.

Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).

Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.