Customer Onboarding Manager

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

📋 Description

• Acquire comprehensive knowledge of the product through an official onboarding program and ongoing education.

• Design and facilitate the customer onboarding experience by evaluating customer requirements and personalizing the onboarding process to enhance usage and satisfaction.

• Execute assigned tasks methodically to meet project deadlines.

• Engage proactively to ensure customer success during the initial 90 days following their launch.

• Respond promptly to customer inquiries through both phone and email communications.

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

• Build a trusted advisor relationship to guarantee customer satisfaction.

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

• Employ SalesForce to oversee customer interactions and inquiries.

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

• Ensure all check-ins and go-live milestones are met punctually.

• Maintain comprehensive notes and fields throughout the onboarding process for each client.

• Act as a MyCase 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.

• Exceptional written and verbal communication abilities.

• Strong analytical skills for advanced problem-solving.

• Proven leadership capabilities.

• Ability to influence decision-making and implement change.

• Highly organized with a strong aptitude for multitasking.

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

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

🏝️ Benefits

• Statutory Benefits – Full compliance with Colombian social security (health, pension, and risk coverage).

• Staff Referral Bonus – Incentives for referring exceptional candidates to the 8Team.

• Paid Sick Leave – Available from day one, with EPS support after the second day.

• Flexible Time Off (FTO) – Up to 15 paid days off annually.

• Parental Leave – Maternity and paternity leave as per Colombian regulations.

• Company Holidays – Paid time off for all recognized Colombian public holidays.