[Hiring] Customer Onboarding Manager @8am

Role Description

The Customer Onboarding Manager, Software provides amazing service that makes our customers love us. The best candidates are great customer relationship builders. The role is to ensure a successful onboarding for new customers as they transition to and use immigration case management software, DocketWise. This is the most important phase of the customer lifecycle, and the Onboarding Manager is responsible for establishing the solid foundation that drives customers’ future successes. Onboarding Managers work in conjunction with Account Executives to ensure customers are implemented and onboarded successfully, set up for long-term success, able to realize value quickly and become daily users of DocketWise and value-added services.

This is the ideal opportunity for motivated individuals who provide excellent customer service while maintaining an organized queue of internal tasks. Successful Onboarders have a passion for leading and helping others, operational agility and a blend of technical and interpersonal skills. New hires complete a formal training program to develop extensive product knowledge, which is invaluable for future career opportunities at 8am.

Qualifications

• BA/BS/BE degree required
• Exceptional customer relationship building skills
• Excellent written and oral communication skills in English
• Strong analytical capabilities for advanced problem-solving
• Demonstrable leadership skills
• Ability to influence decision-making and change
• Highly organized and strong ability to multitask
• Have a passion for leading and helping others, operational agility and a blend of technical and interpersonal skills
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation

Requirements

• Master the product through a formal onboarding program and continued learning
• Prepare and lead customer onboarding experience assessing customer needs, and customizing onboarding experience to maximize utilization and delight
• Complete assigned tasks in an organized manner to ensure project deadlines
• Proactive outreach to ensure customer success during their first 90 days post-live
• Provide timely response to customer inquiries via phone and email
• Enhance customer satisfaction by providing distinctive service in all interactions
• Establish a trusted advisor relationship to ensure customer satisfaction
• Utilize Zoom to provide efficient face-to-face customer service
• Utilize SalesForce to manage customer interaction and inquiries
• Partner with Sales, Product and Services teams to define ongoing best practices for onboarding tasks
• Ensure all check-ins and go-live targets are executed on time
• All notes & fields are filled in throughout Onboarding for each firm
• Serve as a DocketWise brand ambassador to create promoters within industry
• Represent Onboarding department at offsite meetups and customer conferences with customers and prospects

Benefits

• Health Insurance Coverage: A variety of medical, dental, and vision plans, including a 100% company-paid HDHP plan for employees
• Financial perks: Competitive compensation and benefits package including annual bonuses, unit options, and 401(k) with a company match for all team members
• Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for new parents
• Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching
• Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development
• Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually)
• Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform