Manager, Customer Onboarding

1 hour ago

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ServiceCore

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SaaS • Software • Transport

ServiceCore is a comprehensive software solution designed to streamline operations for the portable sanitation industry, including portable toilet, roll-off, and septic businesses. It offers a wide range of features such as customer and job management, billing and accounting, route optimization, inventory management, and a mobile app for drivers. This tool is designed to improve efficiency by integrating with Quickbooks and providing real-time updates on driver progress and inventory status. ServiceCore distinguishes itself by enabling businesses to reduce wasted time, optimize operations, and enhance productivity through automation and efficient management of resources.

51 - 200 employees

☁️ SaaS

🚗 Transport

💰 Private Equity Round on 2022-02

📋 Description

• Lead, grow, and develop a high-performing team of Implementation Project Managers. • Track and measure KPIs, project milestones, onboarding progress, and team performance. • Design, optimize, and maintain scalable onboarding processes, materials, tools, and workflows to increase efficiency and elevate the customer experience. • Monitor the progress of each onboarding manager’s accounts to ensure smooth, timely, and successful customer launches. • Build and maintain strong customer relationships; manage escalations and participate in key client meetings. • Ensure seamless collaboration and handoffs between Sales, Onboarding, Support and Customer Success. • Own the onboarding, training, and performance management of team members. • Be an innovator: come up with new, creative ways to serve our customers and motivate your team. • Drive exceptional customer satisfaction throughout the onboarding lifecycle. • Act as the voice of the customer as well as collaborator by partnering with Product, Engineering, Marketing, and Sales to shape a best-in-class experience. • Presenting and communicating with a range of internal and external audiences.

🎯 Requirements

• 5+ years in SaaS customer-facing roles, including onboarding. • 3+ years of people leadership experience. • Proven success scaling or transforming an onboarding team. • Experience building one-to-many tech-touch onboarding programs. • A motivating leader and clear communicator who can inspire and guide teams. • Ability to clearly and confidently articulate complex topics to a variety of stakeholders. • Strong relationship-builder who can earn trust quickly and resolve escalations with ease. • Highly organized, prepared, process-driven, and always looking to streamline. • High level of ownership and accountability in everything you do. • Thrives in fast-paced, collaborative environments and embraces change. • Comfortable with CRM, CSP, and support tools (Salesforce, ChurnZero/Gainsight, Zendesk/Jira, Slack). • Willingness to travel periodically for onsite customer visits and company meetings.

🏖️ Benefits

• 14 Company Holidays in addition to an open and flexible PTO policy • Rich Health Insurance offerings such as: Medical, Dental, and Vision coverage (and more!) for both you and your dependents • Employer 401(k) match • Top tier hardware and work from home equipment offerings to remote employees • Bi-Weekly Lunch Stipend for remote employees • Regular Company Events (for both local and remote employees)