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Field Onboarding Manager

4 months ago

Phoenix, United States Podium Full time

At Podium, our mission is to help local businesses win. Our lead conversion platform, powered by AI and integrations, helps local businesses convert leads faster, communicate easier, and make more sales. Every day, thousands of local businesses utilize our review management, communication, marketing, and payments products.

Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes' Next Billion Dollar Startups, Forbes' Cloud 100, the Inc. 5000, and Fast Company's World's Most Innovative Companies.

At Podium, we believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass, guiding daily behavior and decision-making, and ensure we hire people who will thrive at Podium. If you resonate with our operating principles and are energized by our mission, Podium will be a great place for you

The Field Onboarding Specialist is a vital part of the Podium Field team. The Field Onboarding Specialist's 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 CSM's 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.