Outreach Campaign Onboarding Manager

As the Outreach Campaign Onboarding Manager, you will collaborate closely with operations leaders to shape the strategic priorities for our Onboarding process. Your role will be instrumental in driving these initiatives forward, ensuring successful completion of key customer initiatives. As a versatile and resourceful professional, you will leverage your in-depth knowledge of onboarding, growth strategies, and profitability drivers to build strong cross-functional relationships and deliver exceptional results.

This role requires a leader who can complement their macro business intuition, with a strong degree of micro-in-the-weeds organization, drive, and accountability.

What You'll Do:

• Account Management: Oversee all account communications and relationships. Be a driver for the client’s success in generating revenue through Smith.ai and proactively upsell and renew our clients.
• Process Innovation: As a forward-thinking Onboarding Manager, you will actively collaborate across departments to develop and implement new processes that optimize the onboarding experience and adapt quickly to evolving industry dynamics.
• Feedback and Improvement: Gather, document, review, and communicate both informal and formal feedback from clients. Your insights will help us continuously enhance our product and exceed customer expectations.
• Team Training and Best Practices: Facilitate and build comprehensive team training sessions and drive best practices during customer onboarding. Your guidance will enable our teams to excel in their roles.
• Customer Onboarding Leadership: As the primary point of contact during the crucial first 30-45 days of a new customer's journey, you will guide them through a seamless onboarding process. Your expertise in cross-functional processes will ensure a smooth transition from sales to delivery and marketing.
• Problem-Solving: Take charge of managing and resolving potential escalations that may arise during the onboarding process. Your proactive approach will lead to effective solutions, leaving clients delighted with our service.
• System Development: Take ownership of developing and deploying systems and tools that support the continuous improvement of our onboarding process. Your technological expertise will drive efficiency and effectiveness.

Basic Qualifications:

• Bachelor's Degree in Communications, Business Management, or a related field that provides a strong foundation for this role.
• 4+ years of experience in successfully managing the end-to-end onboarding process for clients, ideally in a technology-related industry. Your ability to guide customers through a smooth and efficient journey sets you apart.

Preferred Qualifications:

• Skilled communication and comfort in sharing information formally or informally with senior audiences
• Self-starter demeanor with project management skills - Able to self-serve, investigate, get the data required, and convert it into meaningful insights and recommendations
• Data-driven problem-solving abilities, with sound business judgment and curiosity about turning data into useful insights that inform decisions
• Experience with identifying, building, and improving operational processes
• Strong stakeholder management skills, with experience working with cross-functional teams.

Life at Smith.ai:

Here at Smith.ai, we’re laser focused on our mission of helping small and medium businesses succeed. We strive to test, learn and improve, while continuously developing our solutions, our operations, and our team members. We’re a fast-growing and dynamic startup, with 500+ team members globally, that values collaboration and innovative thinking.

We are an equal opportunity employer and believe diversity makes teams better and that discrimination based on race, gender, or anything else is self-defeating.

This is a full-time position with a base salary that ranges between $55,000-$70,000 per year. In addition to salary, you are eligible for equity and a competitive benefits package that includes medical, dental, vision, life insurance, 401k, and PTO.

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