Customer Onboarding Manager
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Job Description
Customer Onboarding Manager overseeing onboarding specialists to support schools using brightwheel platform. This role emphasizes customer satisfaction and team development in a remote environment.
Responsibilities:
- Manage and empower your team of up to 12 Customer Onboarding Specialists in a remote environment
- Drive results from your team by consistently meeting or exceeding activation targets
- Monitor key metrics and report on team performance and KPIs, including achievement of activation goals
- Drive performance improvements by analyzing your team members’ metrics and conducting call reviews to identify areas of strength and improvement
- Coach and train your team through regular 1:1’s, team meetings, and individual call coaching sessions
- Partner with Customer Onboarding Leadership to motivate, incentivize, and recognize team members to encourage top performance
- Serve as a subject matter expert on your teams; daily responsibilities as well as an escalation point for team members in navigating customer situations.
- Interview and onboard new team members
- Identify and implement process improvements to continually elevate the customer experience and provide thoughtful, sustainable solutions to benefit the team
Requirements:
- Proven 2+ years of experience in customer-facing roles and customer onboarding, specifically focused on SaaS applications and B2B technology-based products or services
- Exceptional communication, organization, time management, and emotional intelligence skills
- Methodical and data-driven problem-solving approach, with the ability to critically analyze issues and act decisively
- Proficiency in utilizing Salesforce to enhance team workflows and drive data-driven business decisions, leveraging reports and dashboards
- Experience collaborating with diverse cross-functional teams such as Sales, Success, Product, and Engineering
- Adaptable to rapid changes in a dynamic work environment
- Deep commitment to fostering team culture and achieving exceptional results
- Effective leadership skills are demonstrated through leading by example and promoting best practices within the team
Benefits:
- Comprehensive medical, dental, and vision coverage
- Generous paid parental leave
- Flexible PTO so you can recharge when you need it
- Local retirement or savings plans (e.g., 401(k) in the U.S.)
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