Customer Onboarding Manager

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LawPay

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2005

💸 Finance

📋 Compliance

🤝 B2B

Finance • Compliance • B2B

LawPay is a leading payment management software designed specifically for the legal industry. Trusted by law firms across the United States and Canada, LawPay provides solutions such as credit and debit card payments, eCheck payments, legal fee financing, and invoicing. Its platform complies with ABA and IOLTA guidelines, ensuring secure and efficient payment processing tailored for legal professionals. LawPay integrates with numerous legal software solutions and is recommended by all 50 state bars, 60+ local and specialty bars, and the ABA. The company also offers resources such as CLE webinars and legal industry insights.

📋 Description

• 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 MyCase brand ambassador to create promoters within industry • Represent Onboarding department at offsite meetups and customer conferences with customers and prospects

🎯 Requirements

• BA/BS/BE degree required • Exceptional customer relationship building skills • Excellent written and oral communication skills • 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.

🏖️ Benefits

• Statutory Benefits – Full compliance with Colombian social security (health, pension, and risk coverage) • Staff Referral Bonus – Rewards for referring great candidates to the 8Team • Paid Sick Leave – Covered from day one, with EPS support after the 2nd day • Flexible Time Off (FTO) – Up to 15 paid days off per year • Parental Leave – Maternity and paternity leave in line with Colombian law • Company Holidays – Paid time off for all official Colombian public holidays