Customer Onboarding Manager

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Guide, mentor, and develop a team of Customer Onboarding Specialists tasked with coordinating, training, and preparing customer databases for a successful go-live.

• Enhance speed-to-live and speed-to-value by managing processes, timelines, workflows, and accountability structures for SMB and mid-market customers.

• Implement project management methodologies across onboarding and training initiatives through strategic plans, milestones, communication, risk assessment, and timely delivery.

• Supervise retraining sessions, ownership transition retrains, new database constructions, product add-on training, and training for new locations.

• Foster a growth-oriented team culture and identify upsell, cross-sell, and better-fit opportunities in collaboration with Sales and Customer Success.

• Develop and refine onboarding processes, playbooks, workflows, and standards.

• Define, monitor, and report on metrics such as time-to-live, SLAs, KPIs, CSAT, and upsell conversion rates.

• Manage the customer-facing OnRamp experience, including content, templates, workflows, milestones, and reporting mechanisms.

• Assess the OnRamp customer journey, pinpoint friction areas, test enhancements, and collaborate with the OnRamp team on necessary adjustments.

• Ensure that OnRamp serves as the team's definitive source of information and promote consistent usage.

• Track customer health, recognize risks early, and take proactive measures.

• Act as an escalation point for complex or high-risk engagements.

• Equip the team with essential tools, training, resources, and customized remote/onsite training packages.

• Lead change management efforts for new processes, tools, and workflows.

• Collaborate with the Enterprise Implementation Manager and work alongside Sales, Customer Success, Customer Support, Pharmacy, Compliance, and Product teams.

• Recruit and nurture team members while encouraging accountability, professional development, and continuous improvement.

• Cultivate product and industry knowledge to better serve customers and spot expansion opportunities.

• Ensure adherence to compliance and security standards, including HIPAA.

⛳️ Requirements

• Bachelor's degree.

• Over 3 years of experience in managing or leading a customer-facing team.

• More than 3 years of experience in customer onboarding, implementation, or training, preferably within a SaaS context.

• Proven success in enhancing speed-to-live or time-to-value during onboarding or implementation processes.

• Strong project management capabilities with experience in overseeing multiple concurrent customer engagements.

• Experience in identifying and capitalizing on upsell or expansion opportunities throughout the customer lifecycle, ideally in conjunction with Sales or Customer Success.

• Proven experience in coaching a team to autonomously identify and pursue expansion opportunities.

• Demonstrated ability to create processes and programs from the ground up in a fast-paced or rapidly growing environment.

• A solid track record of developing direct reports through structured 1:1 meetings, development plans, coaching, and challenging assignments.

• Capability to mentor individual contributors towards increased independence and accountability.

• Strong leadership skills with a genuine dedication to team development and performance enhancement.

• Experience managing SMB and/or mid-market customers, with an emphasis on delivering quality and consistency at scale.

• Proficiency with CRM and project management tools like HubSpot, Salesforce, or similar; direct experience with OnRamp is highly beneficial.

• Experience in managing or improving a customer-facing platform or portal, including content, workflows, and customer experience, is highly prized.

• Familiarity with applying change management principles to introduce and maintain new processes and tools.

• Ability to monitor and interpret customer health indicators and proactively mitigate risks.

• Exceptional communication skills, encompassing coaching, direct feedback, managing customer expectations, and resolving cross-functional issues.

• Highly organized with the capability to prioritize competing tasks and consistently follow through.

• Willingness and ability to travel as required, typically averaging 50% or more.

• Ensure that team activities comply with relevant compliance and security standards, including HIPAA.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote working options.

• Professional development opportunities and training programs.

• Generous paid time off and holiday leave.