Onboarding Manager

2 weeks ago

Richmond Hill, Ontario, Canada WellnessLiving Full time
Responsibilities :
  • Work with senior leadership to drive innovation and provide an industry leading customer experience.
  • Develop culture of collaboration, open communication, innovation and continuous improvement within the Onboarding Department.
  • Responsible for managing and evaluating a team of onboarding specialists and team leads as well as providing ongoing training and support to foster continuous professional development.
  • Assist in developing and implementing scalable long-term organizational structures.
  • Assist in creating and maintaining an efficient and user-friendly onboarding experience for WellnessLiving customers.
  • Manage projects that align with departmental OKRs and contribute to departmental growth and success.
  • Collaborate with cross-functional teams, such as sales, customer support, product experience and development, to ensure an efficient and continual onboarding and data migration process.
  • Monitor and analyze onboarding metrics to identify areas for improvement and implement data-driven strategies.
  • Maintaining effective feedback loops between the onboarding team, customers, and cross-functional departments by gathering and analyzing feedback from customers, as well as hosting regularly scheduled meetings with your team and other stakeholders to ensure everyone involved is informed.
  • Serve as a point of escalation for complex customer onboarding issues, ensuring timely and effective resolution.
  • Maintain up-to-date knowledge of industry best practices and emerging trends in SaaS onboarding through independent research and/or with Product Analyst teams
  • Collaborate with the Senior Onboarding Manager when developing and implementing resource management strategies, proactively addressing staffing challenges/constraints, and assisting in conducting interviews and participating in the hiring process.

Qualifications:

  • Minimum of 5 years in an external customer support role and at least 3 years in a management or leadership role.
  • Strong understanding of customer satisfaction, incident management, KPIs, and how to leverage metrics.
  • Excellent verbal and written communication skills in English with a very strong attention to detail.
  • Personable, highly motivated, customer-oriented, adaptable to various customer needs, and results-oriented.
  • Strong critical thinking skills with the ability to analyze and resolve complex problems using sound analytical abilities.
  • Excellent organizational and time management skills.
  • Advanced knowledge of internal technologies and processes to troubleshoot, resolve, and determine the root cause of account, product, or tool-related issues.
  • Proven ability to design and create plans with concrete milestones and deadlines, Project management certification / concepts are a plus.
  • Experience with products such as Microsoft Office suite, including Word, Excel, and SharePoint.
  • Experience with CRM and Project Management software such as JIRA, Zoho Desk, Analytics, SalesForce, Intercom, and Elate is a plus.
  • Strong technical aptitude and experience with B2B support.
  • Up to date with industry updates, training standards, and blended/social learning techniques.
  • Previous experience working closely with Health and Wellness SaaS software and in a sales capacity is a plus.

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