Manager, Onboarding and Retention

1 week ago

Shelton, United States RightCapital Full time

**RightCapital - Join one of Connecticut's Top Ten Tech Startups**

RightCapital is an innovative financial tech startup providing a cutting edge holistic financial planning software. We were recently voted by The Daily Finance as one of Connecticut's Best Fintech companies We started as a group of entrepreneurs working from a garage in Connecticut to now having the 3rd largest financial planning technology company in the US. We have seen tremendous growth within this space, and have our eyes squarely set on growing this company to the best it can be as we help Financial Advisors add value to their clients

RightCapital is seeking a dynamic leader to manage our client onboarding and retention efforts. We are looking for a key individual with proven management experience who enjoys collaborating with and educating others. As the leader of the Onboarding Team, you will play an active role in ensuring we continue to provide a customized learning experience for new subscribers. Success is measured by monitoring and reporting on various customer activity KPIs as well as driving efficiencies with overall retention efforts.

Be a part of a company where your opinion matters, and you can help achieve our goals. Join RightCapital today

**Primary Responsibilities **(including but not limited to):

- Manage the Onboarding Team by coaching, mentoring and motivating employees to meet their monthly metrics
- Host Team meetings, 1x1s and brainstorm sessions with direct reports
- Review Salesforce, Metabase and other data to calculate monthly bonus payouts
- Continuously evolve Onboarding call scripts and processes to ensure customer retention
- Collaborate with the Technology Team to enhance the CS system/workflows in Customer.Io and Salesforce
- Monitor, update and maintain the Team’s Salesforce Dashboard as well as OneDrive and Metabase reports
- Review customer satisfaction surveys daily. Follow-up with the customer as needed
- Stay up to date with product enhancements to educate clients and direct reports
- Gather Advisor feedback to share with the Product Team for future enhancements
- Calculate client retention each month, utilizing Stripe, Salesforce and Metabase data
- Manage cancellation requests triaged from Sales/Billing/Support
- Host or delegate retention calls, as needed
- Review refund and escalated cancellation cases in Salesforce
- Analyze and summarize cancellation and refund trends monthly to identify areas of improvement
- Consistent review of existing client organizations to ensure they are compliant with our Terms of Services

**Qualifications and Skills**:

- 3+ years of customer facing experience
- Financial services experience preferred
- Excellent leadership skills with proven ability to motivate others and drive change
- Excellent verbal and written communication skills
- Motivated self-starter
- Strong organization skills, time management skills and attention to detail with the ability to multi-task in a fast-paced environment
- Salesforce, Metabase & Customer.IO experience preferred but not necessary

**LOCATION & MISC INFO**
Shelton, CT

Pay: $85,000 to $100,000 total compensation

Pay: $85,000.00 - $100,000.00 per year

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance

Application Question(s):

- What are your salary requirements?

**Education**:

- Bachelor's (preferred)

Work Location: Hybrid remote in Shelton, CT 06484

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