Confidential
Job Title: Manager of Customer Onboarding
Company: Confidential
Location: United States – Remote
Work Type: remote
Enumerate is looking for a Manager of Customer Onboarding to join our team!
The Manager of Customer Onboarding is a “player-coach” role that combines managing a team of onboarding specialists with directly supporting onboarding efforts for a limited number of clients. This role ensures the team meets performance goals while maintaining a personal connection to the onboarding process. The ideal candidate is an empathetic leader, organized project manager, and excellent communicator passionate about customer success. This is a remote role within the United States – candidates must be comfortable working EST hours.
Responsibilities:
Lead, mentor, and develop a team of onboarding managers to meet performance and quality goals.
Conduct regular 1-on-1s and team meetings to provide guidance, share best practices, and address challenges.
Monitor team performance metrics and provide feedback to ensure continuous improvement.
Oversee the onboarding process, ensuring smooth transitions and timely achievement of key milestones.
Manage a reduced portfolio of onboarding projects to stay connected to the customer experience and model best practices for the team.
Act as an escalation point for complex onboarding challenges, collaborating with other teams to resolve issues.
Drive process improvements to enhance efficiency and customer satisfaction and to reduce the time needed to successfully onboard clients
Partner with cross-functional teams such as Sales, Product, and Customer Success to align efforts and ensure a seamless client experience.
Report on onboarding metrics, team performance, and process improvements to leadership.
Requirements:
3-5 years of experience in SaaS onboarding, implementation, or similar roles, with at least 1 year in a leadership or supervisory capacity.
Strong project management skills and ability to manage priorities effectively.
Excellent communication and relationship-building skills.
Bachelor’s degree preferred but not required.
The pay range is inclusive of base salary plus any applicable bonuses or commissions.
Total compensation pay range (annual salary): $90,000 — $110,000 USD
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