Onboarding Program Director

1 month ago

Old 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:

  1. We succeed together
  2. We embrace progress
  3. We care big
  4. We create space

To join our remote-first, engage from anywhere team, visit 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 facilitates 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

Liaise 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

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