Senior Manager, Customer Onboarding

🕒 May 29

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Tekmetric

WebsiteLinkedInAll Job Openings

51 - 200 employees

💰 Venture Round on 2022-03

Tekmetric is a management software designed for auto repair shops. Businesses can easily create customer profiles, schedule customer appointments, perform digital vehicle inspections, upload photos, build repair orders with built-in labor guides, manage inventory, track parts, monitor job workflows, set custom labor rates, shop fees, and taxes, send texts and emails to customers, measure job profitability, gross sales, technician hours spent, and more. By leveraging data, shops of all sizes can improve efficiency, productivity, and profitability.

📋 Description

• Lead and manage a team of Customer Onboarding Managers, ensuring a high level of customer service, TTV, and satisfaction. • Work with customers in the mid-market and enterprise segments, coordinating with management and leadership at all levels. • Develop and implement onboarding processes and strategies that are efficient, scalable, and tailored to different customer segments. • Collaborate with sales, product, customer success and support teams to ensure a cohesive customer journey from initial sale to full product adoption. • Monitor customer feedback and onboarding metrics, using this data to continuously improve the onboarding experience. • Conduct regular training sessions for the onboarding team to keep them updated on product changes and best practices. • Work closely with clients to understand their business needs and tailor the onboarding experience accordingly. • Establish clear communication and project management protocols to ensure timely and successful implementations. • Identify upsell and expansion opportunities during the onboarding process and collaborate with the sales team to capitalize on these opportunities. • Manage customer expectations and address any issues that may arise during the onboarding process.

🎯 Requirements

• Bachelor’s degree in business, communication, or a related field. • 3-5 years of people management experience • 5+ years of experience in customer success, account management, or a related field within the SaaS industry. • Proven track record of managing teams, improving customer onboarding processes, and meeting target KPI’s for the business • Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members. • Data-driven mindset with a strong analytical approach to problem-solving. • Ability to work in a fast-paced, dynamic environment.

🏖️ Benefits

• Enjoy the flexibility of remote work • Competitive base salaries that reflect your value. • Generous Paid Time Off, because we know you do your best work when you're well-rested. • Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones. • Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families. • Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp. • 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you. • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further. • Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind. • Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best. • After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you. • Keep growing with support for continuing education - we’re invested in your development.