Customer Onboarding Manager

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

📋 Description

• Oversee the complete onboarding journey for SMB clients, which includes project initiation, system setup, user training, and go-live assistance.

• Manage multiple onboarding projects simultaneously, ensuring customers stay aligned with established milestones and timelines.

• Adjust to support lower mid-market accounts or assist teammates’ portfolios as business needs and team capacity dictate.

• Conduct retraining sessions for existing SMB customers when necessary, promoting ongoing product adoption and proficiency.

• Facilitate ownership transitions for SMB accounts, ensuring a smooth handover that maintains customer health and continuity.

• Identify and pursue upsell opportunities within the customer portfolio, collaborating with Sales and Customer Success to enhance product utilization and ARR.

• Act as the primary contact during the implementation phase through phone, email, and video communication.

• Recognize and escalate churn risks early, applying mitigation strategies to safeguard customer retention.

• Maintain precise CRM records to track account status, project progress, and customer interactions.

• Generate product and service reports by analyzing customer data to reveal actionable insights.

• Work alongside Sales, Customer Success, Support, and Product teams to ensure seamless transitions and address customer issues.

• Share insights and best practices with colleagues to encourage continuous improvement.

⛳️ Requirements

• A bachelor’s degree is required.

• Over 5 years of customer-facing experience in a SaaS, technology, or healthcare setting.

• More than 3 years of experience in implementing software or web-based platforms.

• At least 2 years of experience in people management.

• Exceptional organizational, presentation, and communication skills.

• Familiarity with project management or CRM software.

• A genuine enthusiasm for assisting individuals in resolving real-world challenges.

• Comfortable functioning in a fast-paced environment where priorities and account assignments may change based on team requirements.

• Experience with senior living or healthcare software is a plus.

• Willingness to travel up to approximately 25% based on customer demand.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to promote work-life balance.

• Collaborative and inclusive company culture.