Onboarding Manager

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

📋 Description

• Conduct onboarding calls lasting 20–30 minutes with new TradeRated clients.

• Assist customers in setting up their company, technician roster, review path configuration, and CRM integration.

• Collect and validate essential setup information.

• Establish expectations for subsequent actions and customer responsibilities.

• Ensure the completion of onboarding or document any obstacles and next steps.

• Verify pre-call documentation, review customer details, and pre-configure available setup elements.

• Ensure the relevant customer stakeholders are present during onboarding calls.

• Reschedule calls if pre-call requirements are not fulfilled.

• Facilitate warm transitions with the Sales team.

• Assist with CRM integration setup for ServiceTitan, AccuLynx, Jobber, Housecall Pro, or comparable tools.

• Address setup and integration challenges and escalate complex issues to product, engineering, or technical onboarding support teams.

• Propel activation, initially defined as the first verified review obtained.

• Monitor technician setup, review path setup, first verified review, activation progress, and any obstacles encountered.

• Follow up with customers who have recently completed onboarding.

• Implement and enhance the onboarding playbook, forms, Looms, standard operating procedures (SOPs), email templates, checklists, and related content.

• Receive handoffs from Sales and ensure alignment on expectations, goals, objections, commitments, and responsibilities.

• Transition activated customers to Customer Success with complete setup information, status updates, risks, blockers, and next-step notes.

• Track key performance indicators (KPIs) such as onboarding completion rate, activation rate, time to activation, and outstanding blockers.

• Maintain onboarding records within GoHighLevel and TradeRated.

• Contribute to the weekly onboarding scorecard reporting process.

• Identify patterns related to product friction, discrepancies in sales expectations, and customer readiness.

• Assist with post-onboarding follow-up during the initial launch phase until Customer Success assumes responsibility.

⛳️ Requirements

• 2-4 years of experience in SaaS onboarding, implementation, customer success, account management, support, or technical customer-facing roles.

• Proficient in conducting live customer calls and screen sharing sessions.

• Familiar with GoHighLevel, Notion, Slack, Loom, and Google Workspace.

• Experienced in guiding CRM integrations and resolving common setup issues.

• Knowledge of ServiceTitan, AccuLynx, Jobber, Housecall Pro, or similar tools is an advantage.

• Understanding of CRM, API, and OAuth concepts.

• Excellent organizational skills and meticulous attention to detail.

• Strong written and verbal communication skills.

• Ability to convey technical concepts to non-technical customers.

• Quick learner when it comes to new software.

• Comfortable working in a fast-paced startup environment.

• Must specify English proficiency level in the application; resume should be submitted in English.

• Availability to work a schedule between EST and MST.

• Commitment to full-time work, amounting to 40 hours per week.

🏝️ Benefits

• Competitive Salary

• 13th Month Pay

• Paid Time Off: 12 days of PTO

• 12 paid US holidays

• Maternity & Paternity Leave

• Comprehensive Healthcare for employees and their families

• Life insurance included in the full-time HMO plan

• Mental Health Support, which includes consultations and wellness resources

• Milestone Gifts & Birthday Treats

• Island getaways, virtual town halls, and regional meetups

• Supportive network fostering learning, growth, and connection