SambaSafety · 2 weeks ago
Manager of Customer Onboarding
US
Full-time
Hybrid
Mid, Senior Level
$90K/yr - $110K/yr
5+ years expSambaSafety is a company that offers comprehensive driver monitoring software, aiming to promote safer communities through data insights. The Customer Onboarding Manager will oversee the onboarding journey for new and existing customers, leading a team to enhance customer experience and drive satisfaction and retention.
AutomotiveFleet ManagementInsuranceSoftware
Responsibilities
Lead a team of 9 Onboarding Specialists responsible for the onboarding customer journey
Own the overall effectiveness of the onboarding function by providing strategic direction and guidance, monitoring KPIs, implementing systems, tools, and processes
Hire skilled Onboarding Specialists, specifying the necessary technical competencies and soft skills for the position
Actively engage in the recruitment, training, performance management and ongoing engagement of team members
Encourage teamwork amongst the onboarding team and promote collaboration with other departments within SambaSafety
Collaborate with Sales to streamline the sales-to-service handoff by standardizing methodologies and ensuring consistent case management
Manage the interactive onboarding tool to deliver a seamless experience
Analyze NPS survey results from onboarding to identify improvement areas and iterate processes for enhanced customer experience
Plan for scalability by implementing processes, tools, and systems that support growth without compromising quality
Plan and oversee customer distribution, assigning onboarding cases to team members
Define KPIs to measure onboarding effectiveness, including time to first value and customer satisfaction
Monitor customer interactions and serve as the escalation point for issues and resolutions
Foster cross-department collaboration with Sales, Accounting, Product, and Customer Success for a seamless onboarding experience
Coordinate administrative tasks for the onboarding team, including training sessions, content gathering, and capability updates
Qualification
Required
Minimum 5+ years of managing/leading a Customer Support or Customer Onboarding team in a SaaS company
10+ years' experience, preferably in a support, implementation, or customer service role
Strategic thinker who can articulate a vision as well as operationally execute a vision; ability to fluidly pivot between a strategic and operational mindset
Ability to lead multiple and often opposing priorities, critical decision making, and deliver results consistently
Obsession with continuous improvement and the customer experience
Effective written, verbal, listening, and presentation skills with proven ability to effectively engage with and present to senior level stakeholders
Management: excellent communication, listening, influencing, and training skills
Strong interpersonal, relationship, and conflict resolution skills that include the ability to build productive working relationships across teams, levels, and functions to cultivate a collaborative environment of open communication
Strong technical skills including a familiarity with Salesforce and business process management technology
High business and emotional IQ
Sense of urgency and the ability to convey that urgency to team and internal stakeholders
Benefits
Flexible and generous Paid Time Off and Paid Volunteer Days
401k Employer Match
Generous Healthcare Benefits
Up to 12 weeks paid time off for maternity leave based on tenure
Wellness & Tuition Reimbursement
Flexible Work Arrangements
Lots of SambaSafety swag & SambaSafety Events
Company
SambaSafety
Since 1998, SambaSafety has been the leading North American provider of cloud-based mobility risk management software for organizations with commercial and non-commercial drivers.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$4.84MKey Investors
Business Growth Fund
2022-05-04Acquired
2020-02-07Series A· $1.29M
2018-07-25Series A· $1.65M
Company data provided by crunchbase