Customer Success Manager of Onboarding

2 days ago


Ottawa, Canada net2phone Canada Full time

**Customer Success, Manager of Onboarding**

**What we do.**
We are Canada’s largest and fastest-growing business communications provider. We provide a variety of solutions designed to improve the way Canadian organizations connect. Customers trust net2phone Canada because of our innovation, stability, and desire to deliver a consistent, value-driven customer experience

**Who we are.**
We are a true Customer Success focused organization; which means doing our best to ensure our VoIP platform and communication services are tailored to our clients specific needs; and supported with speed, knowledge, precision and friendliness.

Providing the absolute best customer experience is always our top priority.

Forget the 45 minute hold times
- we average 1 minute wait times to reach a live, Canadian-based support specialist.

**About the team.**
Our Onboarding team provides dedicated service to our newest clients, delivering a world-class customer experience that not only meets, but exceeds expectations. You will manage a team of Onboarding Specialists that work with businesses across Canada to implement net2phone Canada’s vast products and features. As Canada’s largest and fastest-growing VoIP provider, it’s imperative that we get the onboarding experience right, in order to retain customers long-term and to assure a consistent revenue stream. We're looking for leaders to shape the future of the customer onboarding experience and continue to define our onboarding strategy.

Our Onboarding Specialists core responsibilities include:
Managing the entire onboarding process for new customers, beginning to end - from sales handover to configuration to training, ensuring value is delivered to every new customer.
Genuine desire to help customers. Relationship building is a key component of this role. Implementation of a new phone solution can be stressful for customers. Onboarding Specialists make the transition to net2phone seamless and enjoyable.

**What you’ll do.**
We are looking for an experienced and results-driven Onboarding Manager responsible for leading customer onboarding into the net2phone Canada platform.

As an Onboarding Manager with net2phone Canada you’ll be responsible for:

- Driving revenue into the organization, by achieving timely activations to target.
- Coaching your team of specialists to be high performing and client-focused product experts who guide customers along the right path.
- Conducting audits to ensure processes are being followed correctly.
- Creating onboarding and enablement documentation for staff and new hires.
- Enhancing current processes in the training and onboarding areas of the business.
- Monitoring quality of customer experience using cSAT metrics and proactively reporting to the team and management.
- Partnering with the Sales team to ensure a seamless transition throughout the start of the customer's lifecycle to ensure an outstanding customer experience.
- Developing a strong understanding of our products and services to establish yourself as a product expert.
- Providing guidance to the team to assist in handling customer escalations, as well as acting as an escalation point to the customer.
- Recruiting team members and monitor performance on a consistent basis

**What we believe makes an Onboarding Manager successful**
- Management experience, ideally with a team of 5 or more direct reports
- Strong leadership and project management skills
- Proven track record of achieving targets without sacrificing customer satisfaction
- Compassion
- Desire to constantly improve
- Healthy curiosity and a willingness to learn by taking chances
- Positive outlook, fun, and flexible

**What we offer.**
- Join an amazing team culture who values work life balance.
- A collaborative environment that values input
- An organized team that prioritizes strategic planning
- Training via multiple sources (LMS, 1-on-1, internal knowledge base, webinars, even trivia)
- Accessible team socials (virtual and in person).
- Learning opportunities and growth.
- Paid time off, sick & family days as well as paid volunteer days.
- Ability to work remotely.
- $2,000 in health & wellness benefits

**Job Type**: Full Time, Permanent, hybrid remote _ **(some in office work is required 1-2 times week at our Ottawa, Ontario office)**_

**Job Types**: Full-time, Permanent

**Salary**: $60,000.00-$70,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

COVID-19 considerations:
All employees and clients are required to wear masks in common areas, reserve desks in advance and complete a screening questionnaire daily. Additional cleaning is still completed nightly.

Application question(s):

- Do you live within the Greater Ottawa Area and are able to commute to o



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