Manager, Customer Onboarding Jobs

ServiceCore is a rapidly growing field-service SaaS platform for liquid and construction waste industries. The end markets we serve have been completely overlooked, making us one of the leading players in a HUGE industry with little current competition. Our software helps our customers save dozens of hours and hundreds to thousands of dollars each week, fueling our explosive growth. Come join a fast-growing B2B SaaS platform that’s helping to transform the way our customers manage their businesses.

To support our rapid growth, we're seeking a skilled and seasoned Manager of Customer Onboarding to join our team. In this role, you will manage and lead a team of Onboarding Specialists to ensure that ServiceCore provides a best-in-class onboarding experience to our newly acquired customers. We are looking for an individual who is exceptionally organized, detail-oriented, and adept with technology, possessing expertise in software onboarding, team management, escalation handling, and strategic planning. The ideal candidate will have a proven record of transforming and scaling a high-growth SaaS customer onboarding team. Additionally, you will have experience building a successful one-to-many tech-touch customer onboarding journey.

What You'll be Doing

• Share the voice of the customer as you partner with Engineering, Marketing, Product, and Sales to deliver a best-in-class customer experience
• Manage, monitor, and track the progress of each onboarding manager’s accounts to ensure efficient and effective onboarding
• Build a streamlined, repeatable, and scalable one-to-many tech-touch customer onboarding journey
• Responsible for the onboarding of new employees on your team which includes training, coaching, and performance management
• Lead, grow, and develop a team of Onboarding Specialists; track and measure KPIs, project milestones, and onboarding tasks
• Design and continually improve processes for delivery, including materials and tools that enhance efficiency and customer experience during onboarding
• Strive for 100% customer satisfaction and happiness during the onboarding process
• Build and maintain healthy customer relationships, manage escalations, and join client meetings regularly
• Ensure a smooth transition between the sales, onboarding, and customer success teams, promoting effective collaboration and knowledge sharing

What You’ll Need to be Successful:

• Experience working with our internal tools — CRM systems (Salesforce), online support and project management tools (Zendesk, ChurnZero, Jira), and internal communication tools (Slack)
• 3+ years of experience in a customer-facing role in a SaaS environment
• Effective leader, mentor, and coach with a proven ability to build, inspire and motivate teams
• Has built a one-to-many tech-touch customer onboarding journey
• The ability and ease to interact with every level of customer to quickly build trust and resolve customer escalations
• 2+ years of experience in SaaS onboarding
• Empathetic - you want to help and serve our customers to become ServiceCore champions
• Ability to work and thrive in a collaborative dynamic team environment and interact at all levels
• Strong team player but also a self-starter who can work autonomously
• You are passionate about organization and can adhere to and improve organizational systems. If there's a way to reduce redundant work, you're on it.
• Impeccable communication abilities and advanced problem-solving skills
• 3+ years of managerial experience
• Minimal travel may be required
• Has grown and/or transformed a SaaS onboarding team during growth period with continuous process improvement
• Comfortable with change, experimenting, and trying new ideas.

Salary & Benefits:

• New computer, top-tier hardware
• Healthcare, dental, and vision insurance
• Regular lunches and a fully stocked kitchen (if in Denver)
• $120K-$155K (based on prior experience)
• 12 Company Holidays in addition to unlimited PTO (after 6 months of employment)
• 401K match (4%)