Customer Onboarding Manager

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

📋 Description

• Oversee the onboarding process for new ShiftCare clients, ranging from smaller teams of about 5 seats to larger organizations with 100+ seats.

• Assist customers with setup, training, workflow design, and implementation of best practices.

• Conduct onboarding calls, training sessions, check-ins, and follow-up meetings with confidence and structure.

• Help clients understand how to effectively utilize ShiftCare according to their business needs and operational models.

• Early identification of potential obstacles and taking proactive ownership to keep customers on track.

• Navigate through complex customer scenarios and convert them into actionable ShiftCare workflows.

• Pose insightful discovery questions to comprehend each customer's operational necessities.

• Guide customers in making informed decisions regarding setup, roles, permissions, processes, scheduling, billing, and care operations.

• Differentiate between training gaps, workflow challenges, user errors, bugs, and feature requests.

• Clearly and appropriately escalate issues when additional support from other teams is required.

• Handle a demanding onboarding workload comprising calls, meetings, follow-ups, and administrative tasks.

• Maintain organization while managing multiple customers at various stages of onboarding.

• Communicate proactively with clients to ensure they are aware of ongoing developments, expectations, and next steps.

• Sustain high momentum during onboarding, preventing customers from losing focus or stalling.

• Keep precise and detailed onboarding records in HubSpot.

• Regularly update notes, next steps, customer statuses, meeting outcomes, risks, and follow-up tasks.

• Consistently utilize HubSpot to manage your pipeline, prioritize tasks, and provide transparency to the broader team.

• Treat CRM hygiene as an essential aspect of the role and not merely an administrative afterthought.

• Ensure leadership has clear insights into the status, risks, and progress of onboarding customers.

• Deliver clear and confident product training to clients during live sessions.

• Create or contribute to customer-facing enablement materials such as brief videos, walkthroughs, webinars, templates, and help resources.

• Feel at ease explaining product concepts simply and clearly to various customer types.

• Assist customers in adopting underutilized or newly launched features.

• Seek opportunities to enhance the onboarding experience through improved resources, repeatable processes, and scalable training.

• Share customer feedback, onboarding trends, common obstacles, and product insights with the wider team.

• Aid in refining onboarding playbooks, templates, processes, and internal documentation.

• Identify methods to enhance onboarding efficiency without compromising customer quality.

• Contribute to a high-performance onboarding culture that emphasizes outcomes, accountability, and customer success.

⛳️ Requirements

• A minimum of 2 years of experience in onboarding, implementation, customer success, training, support, or a comparable customer-facing SaaS role.

• Proven track record in leading customer calls, training sessions, or implementation meetings.

• Significant experience using HubSpot or a similar CRM, demonstrating excellent hygiene and documentation practices.

• Strong English communication skills, particularly in phone and video call settings.

• Ability to manage a substantial volume of customer interactions without sacrificing quality or attention to detail.

• Excellent problem-solving skills and comfort in handling complex customer workflows.

• A curious mindset and eagerness to invest time in understanding the product, customer use cases, and improved working methods.

• Capability to work independently in a remote work environment.

• Located in the Philippines and available to work from 9am to 6pm AEST.

• Access to a high-speed and stable primary and backup internet connection, with a minimum speed of 10 Mbps.

• A screenshot of your speed test results will be required.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunity for professional growth and development.

• Flexible working hours and remote work options.

• Collaborate with a dynamic team passionate about customer success.