Manager of Customer Onboarding

3 weeks ago

Greenwood Village, Colorado, United States SambaSafety Full time

Salary Range: $110, ,000.00
Who we are:
Hi, we're SambaSafety and we offer the industry's most comprehensive driver monitoring software. Our mission is promoting safer communities by reducing risk through data insights. Companies trust SambaSafety to keep their employees safe on the roads, price and reduce risk, help protect their brand, their bottom line, and our global community.
We've built an inclusive, supportive, and exceptional culture where every employee is empowered in their role. Don't take our word for it; we've been recognized as a Top Workplace by The Denver Post, Albuquerque Journal, Sacramento Bee, and Built In Colorado. And our employees rate SambaSafety as top-notch, with a rock solid 4.9-star rating on Glassdoor.
What You'll Do:
The Customer Onboarding Manager oversees the successful onboarding journey of new SambaSafety customers as well as existing customers on expansions. This role is responsible for leading the onboarding team who is accountable for the entire customer onboarding journey, from post-sale configuration including product guidance and best practices, to the transition to our customer success team for adoption support and retention. Deep interdepartmental collaboration is key in this role as well as a keen desire to continually enhance the customer experience. As part of a fully remote team, the Customer Onboarding Manager is ultimately responsible for continuously improving and scaling the onboarding function which requires partnering with customers and internal stakeholders to drive higher customer satisfaction, retention, and business growth. This role reports to the Director of Customer Operations.
People Leadership

  • Lead a team of 9 Onboarding Specialists responsible for the onboarding customer journey.
  • Own the overall effectiveness of the onboarding function by providing strategic direction and guidance, monitoring KPIs, implementing systems, tools, and processes.
  • Hire skilled Onboarding Specialists, specifying the necessary technical competencies and soft skills for the position.
  • Actively engage in the recruitment, training, performance management and ongoing engagement of team members.
  • Encourage teamwork amongst the onboarding team and promote collaboration with other departments within SambaSafety.


Improve and Scale the Customer Onboarding Function

  • Collaborate with the sales team to increase efficiency in the sales to service hand off by standardizing methodologies across teams and ensuring consistency in case management.
  • Utilize company CRM to automate key components of the onboarding customer journey.
  • Keep customers informed at every stage of the onboarding process through proactive communication via emails and/or in-app messages.
  • Gather feedback from customers during and after the onboarding process to identify areas for improvement and opportunities to enhance the experience. Use this feedback to iterate on the onboarding process continuously.
  • Anticipate future growth and plan for scalability by implementing processes, tools, and systems that can accommodate a larger customer base without compromising quality.


Responsibilities:

  • Plan and oversee the distribution of new customers and assign onboarding cases to team members.
  • Define KPIs to measure the effectiveness of the onboarding process, such as time to first value and customer satisfaction.
  • Actively monitor customer interactions and act as the point of escalation for customer issues and resolutions.
  • Foster collaboration between departments such as sales, accounting, product, and customer success to ensure a holistic onboarding experience.
  • Manage and coordinate administrative duties for the onboarding team, such as arranging training sessions, gathering content, and delivering updates on capability changes.


What you will need:

  • Minimum 5+ years of managing/leading a Customer Support or Customer Onboarding team in a SaaS company.
  • 10+ years' experience, preferably in a support, implementation, or customer service role.
  • Strategic thinker who can articulate a vision as well as operationally execute a vision; ability to fluidly pivot between a strategic and operational mindset.
  • Ability to lead multiple and often opposing priorities, critical decision making, and deliver results consistently.
  • Obsession with continuous improvement and the customer experience.
  • Effective written, verbal, listening, and presentation skills with proven ability to effectively engage with and present to senior level stakeholders.
  • Management: excellent communication, listening, influencing, and training skills.
  • Strong interpersonal, relationship, and conflict resolution skills that include the ability to build productive working relationships across teams, levels, and functions to cultivate a collaborative environment of open communication.
  • Strong technical skills including a familiarity with Salesforce and business process management technology.
  • High business and emotional IQ.
  • Sense of urgency and the ability to convey that urgency to team and internal stakeholders.


Benefits and Perks:

  • Unlimited Paid Time Off and Paid Volunteer Days
  • 401k Employer Match
  • Generous Healthcare Benefits
  • Up to 12 weeks paid time off for maternity leave based on tenure
  • Wellness &Tuition Reimbursement
  • Flexible Work Arrangements
  • Lots of SambaSafety swag
  • SambaSafety Events


Our team of talented and committed safety professionals is exceptional. At SambaSafety we strive to foster an inclusive culture that supports, encourages and celebrates a wide array of diversity. We are committed to create a space where all employees can show up as their authentic selves every day, and we work to advance employee equality, diversity and inclusion.
SambaSafety provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, and expression or genetics.
Come join us to find out for yourself what all the excitement is about

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