Field Onboarding Manager

2 weeks ago


Phoenix, United States CareerBuilder Full time

The Field Onboarding Specialist is a vital part of the Podium Field team. The Field Onboarding Specialists primary responsibility is to oversee and ensure the adoption of Podium to customers sold by the Field Sales team in their respective territories. The Field Onboarding Manager is Responsible for the initial implementation and onboarding of new customer accounts. Responsible for the organization and management of account connections, integration fulfillment, tailored team trainings for all locations in any given account, resolving customer issues, and customer usage monitoring to bring about the successful completion of new customer implementation.

This role is face-to-face, meeting with customers in the greater West Phoenix area, Downtown, and Glendale area - TRAVEL REQUIRED.

What you will be doing:

Primary contact during first 30 days of new customer experience

Podium product expert

Manage potential escalations within first 30 days

Coordinate all account connections (product and integration related)

Ensure product adoption through various outreach methods and health scoring of accounts

Ensure effective hand-off to CSMs after onboarding period is over

Conduct full-team trainings for all locations in every account covering best practices

Coordinating and responding to client issues

Building new processes and working with different departments to create a smooth implementation experience

Regular in-person check ins to ensure early adoption and usage including a 7 and 30 day scheduled meeting after implementation

What you should have:

1-2 years of experience in a customer onboarding/implementation role (in SaaS is a plus)

Exceptional written and communication skills

Experience communicating directly with clients

Proven track record of managing multiple concurrent projects with varying complexity levels

Excellent problem solving skills

Self-starter with prior experience navigating complex customer environments

Ability to sort through large volumes of data and drive insights and results

What we hope you have:

SaaS industry knowledge

History of success in driving product adoption

History of success in working with a team

Benefits

Open and transparent culture

Awesome opportunities for career growth

Excellent medical, dental, and vision benefits

401k Plan

Life insurance, long and short-term disability coverage

Paid maternity and paternity leave

Fertility Benefits

Bi-annual swag drops with cool Podium gear and apparel

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.

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