Customer Onboarding Manager

About the position

The Customer Onboarding Manager is responsible for guiding new business customers through the onboarding process of an expense management tool. This role combines elements of customer success, technical account management, and customer onboarding to ensure successful implementation and ongoing satisfaction of middle-market business customers. The position requires strong technical expertise and excellent communication skills to effectively demonstrate products and support customers.

Responsibilities

• Serve as the primary point of contact for new business customers, guiding them through the entire onboarding process.
• Provide expert technical support and guidance, ensuring seamless integration with customers' existing systems.
• Develop and maintain strong relationships with customers, addressing their needs and ensuring their ongoing satisfaction and retention.
• Collaborate with internal technical and product teams to resolve issues and enhance the tool's functionality.
• Conduct training sessions and create onboarding materials to ensure customers are fully equipped to use the expense management tool.
• Monitor customer usage and proactively address potential issues to optimize their experience.
• Track and report on onboarding progress, customer satisfaction, and identify opportunities for improvement.

Requirements

• Bachelor's degree in Business, Computer Science, Information Technology, or a related field.
• Minimum of 4-6 years of experience in customer success, technical account management, customer onboarding, or a related role.
• Strong technical acumen with experience in software implementation and integration.
• Excellent interpersonal and communication skills, with the ability to explain complex technical concepts to non-technical users.
• Proven problem-solving abilities and a proactive approach to customer support.
• Strong organizational skills and attention to detail, with the ability to manage multiple projects simultaneously in a fast-paced environment.
• A customer-focused mindset and a passion for delivering exceptional service.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term disability
• Additional voluntary benefits
• Employee Assistance Program (EAP)
• Commuter benefits
• 401K plan
• Paid Sick Leave
• Holiday pay