Onboarding Program Director

2 weeks ago

Toronto, Canada Caret Full time

CARET brings the latest in technology and automation to over 10,000 legal and accounting firms, empowering highly skilled professionals to refocus their expertise on what truly matters. CARET harnesses powerful and secure practice management, document automation, and payment processing to take firms, professionals, and their clients further.

Our team-defined values guide how we show up for each other, for our partners, and for our customers:

• We succeed together

• We embrace progress

• We care big

• We create space

To join our remote-first, engage from anywhere team, visit getcaret.com/careers.

Overview

The Onboarding Program Director oversees the Onboarding Team responsible for implementation, data migration and onboarding for our CARET Legal clients. CARET Legal is our cloud-based legal practice management, billing, and accounting software. Reporting to the SVP of Client Services, you will support CARET's mission, vision & values as you lead, coach, and guide our client facing Onboarding Team.

A successful Onboarding Program Director is a high-performance, innovative, proactive, customer-centric, and experienced leader. You will work collaboratively and cohesively with our Sales, Engineering, Support, Training, and Customer Success teams. You will build strong relationships with clients, facilitate creative solutions, manage resources, and focus on delivering exceptional service.

Responsibilities

As the Onboarding Program Director, you will lead CARET Legal's Onboarding Program and Team of project managers and product experts. This team facilities the client onboarding experience from initial enrollment through the first billing cycle (about 75 days).

  • Lead, mentor, and strategically guide the Onboarding Project Managers to achieve company and career goals
  • Liase and collaborate with the ETL engineering team to deliver a positive and seamless onboarding experience for our clients
  • Build a strong rapport with our clients and partners to mitigate onboarding escalations
  • Facilitate a culture of continuous learning, improvement, and accountability to scale the onboarding process
  • Demonstrate a thorough knowledge of the company's products including new features
  • Develop an in depth understanding and continuously improve the client implementation, data migration and onboarding project management process
  • Strong interpersonal and team player skills with an ability to communicate at all levels, both to internal and external stakeholders.

Requirements

  • Bachelor's degree or 5+ years of relevant experience
  • 3-5 years client-facing experience in the legal, legal technology, or SaaS field
  • Experience with net new and legacy customer Onboarding
  • Management of a portfolio of clients/projects; experience with program management and designing effective processes
  • Experience managing a remote, high performing, client-facing team
  • Capable of managing client escalations and having tough conversations with clients
  • Experience with Microsoft Office products and project management tools (Jira, SalesForce, Confluence)
  • Passion for mentoring and developing people
  • Creative problem solver; communicates with cross-disciplinary project teams and leverages prior experience to develop appropriate solutions
  • Self-starter, goal-oriented and conscientious about meeting deadlines and follow through
  • Ensures lessons learned applied to future efforts
  • Project Management certification a plus
  • Accounting experience is a plus

Benefits

  • Flexible PTO
  • Paid Sick Days
  • Summer Fridays
  • No meeting Fridays
  • Extended Medical, Dental and Vision Coverage
  • Life Insurance, Long-term and Short-term Disability leave Coverage
  • RRSP plan with company match
  • Education Reimbursement Plan

Equal Employment Opportunity: CARET is an Equal Opportunity, Affirmative Action Employer.

The compensation information below is provided in compliance with job posting disclosure requirements.

Pay range: $180,000 CAD - $205,000 CAD Actual base pay will depend on varying circumstances, including the position, location, individual qualifications, market finances, and other operations business needs.

Depending on the position, compensation may also include commission, bonuses, etc. Potential for bonuses is based on company performance and potential for merit increases is based on performance.

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