Customer Onboarding Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Acquire in-depth knowledge of the product through a structured onboarding process and ongoing education.

• Facilitate and oversee the customer onboarding journey by evaluating customer needs and tailoring the experience to enhance usage and satisfaction.

• Execute assigned duties in a systematic way to meet project timelines.

• Conduct proactive outreach to guarantee customer success during their initial 90 days after going live.

• Respond promptly to customer inquiries via phone and email.

• Improve customer satisfaction by delivering exceptional service in every interaction.

• Build a trusted advisor relationship to foster customer satisfaction.

• Use Zoom to provide effective face-to-face customer service.

• Leverage SalesForce for managing customer interactions and inquiries.

• Collaborate with Sales, Product, and Services teams to establish ongoing best practices for onboarding tasks.

• Ensure that all check-ins and go-live milestones are completed on schedule.

• Maintain thorough documentation by filling in all notes and fields throughout the onboarding process for each firm.

• Act as a DocketWise brand ambassador to cultivate advocates within the industry.

• Represent the Onboarding department at offsite gatherings and customer conferences with clients and prospects.

⛳️ Requirements

• BA/BS/BE degree is mandatory.

• Outstanding skills in building customer relationships.

• Excellent proficiency in written and spoken English communication.

• Strong analytical skills for advanced problem-solving.

• Proven leadership capabilities.

• Ability to influence decision-making and facilitate change.

• Highly organized with a strong capacity to multitask.

• Passionate about leading and assisting others, exhibiting operational agility along with a mix of technical and interpersonal skills.

• Proven experience in utilizing AI tools and technologies to enhance workflows, improve decision-making, or foster innovation.

🏝️ Benefits

• Health Insurance Coverage: We provide our 8Team with a selection of medical, dental, and vision plans tailored to your needs, including a fully company-paid HDHP plan for employees.

• Financial perks: We offer a competitive salary and benefits package that includes annual bonuses, unit options, and a 401(k) plan with a company match for all team members.

• Time for what matters: Enjoy flexible time off, paid holidays, and a parental leave program for new parents.

• Wellness: Access wellness stipends, mental health support, and personalized nutrition coaching.

• Learning and Development: Engage in continuous education through 8am.edu, leadership programs, professional development funds, and tailored talent development.

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

• Engagement: Take part in virtual and in-person team-building activities, receive quarterly recognition through our Rise & Shine Award of Excellence Program, and benefit from our peer-to-peer appreciation platform.