Senior Onboarding Manager

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LawPay

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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.

51 - 200 employees

Founded 2005

💸 Finance

📋 Compliance

🤝 B2B

📋 Description

• Master the products through a formal onboarding program and continued learning. • Prepare and lead customer onboarding experience, assessing customer needs, and customizing the 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 introduction to the system after go-live. • Provide a 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 or other web conferencing tools to provide efficient face-to-face customer service. • Utilize SalesForce or similar systems 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 • Internal systems are kept up to date with notes and documentation for each client engagement • Serve as a brand ambassador to create promoters within our customer base • Manage onboarding for mid-market to enterprise-level clients, ensuring tailored, high-touch implementation experiences. • Support and contribute to strategic projects that improve onboarding processes, cross-functional alignment, and customer outcomes. • Train and mentor new team members, helping them develop product expertise and onboarding best practices. • Ensure that new product features, updates, and processes are fully understood across the team, enabling consistent and accurate customer support. • Represent the Onboarding department at offsite meetups and customer conferences with customers and prospects, as required

🎯 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 • Ability to display good judgment • Ability to work cross-functionally in a fast-paced environment • Ability to follow through on tasks until completed • Ability to develop trusted relationships and find creative solutions • High degree of flexibility • SaaS experience and/or legal experience desired, especially in the areas of immigration and/or personal injury • Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

🏖️ Benefits

• Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees. • Financial perks: We offer a competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members. • Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for our 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.