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Onboarding Operations Manager
3 months ago
Company Overview.
net2phone Canada stands as the premier and most rapidly expanding provider of business communication solutions in Canada. We offer a diverse range of services aimed at enhancing connectivity for organizations across the nation. Our reputation for innovation, reliability, and commitment to delivering a consistent, value-oriented customer experience has earned us the trust of our clients.
Our Philosophy.
At the core of our operations is a strong focus on Customer Success. We strive to ensure that our VoIP platform and communication services are customized to meet the unique needs of our clients, supported by a team that is knowledgeable, responsive, and friendly.
Delivering an exceptional customer experience is our utmost priority, as evidenced by our average wait time of just one minute to connect with a live support specialist based in Canada.
Team Dynamics.
The Onboarding and Fulfillment team is dedicated to providing comprehensive implementation services to our new clients, as well as ongoing support for existing customers. This team is laser-focused on delivering a customer experience that not only meets but surpasses expectations.
As a leader, you will oversee a group of Onboarding Specialists and Success Coordinators who collaborate with businesses throughout Canada to implement the extensive range of products and features offered by net2phone Canada. As the largest and fastest-growing VoIP provider in the country, it is crucial that we perfect the onboarding experience to ensure long-term customer retention and a steady revenue stream. We seek leaders who can shape the future of customer onboarding and refine our implementation strategies.
Key Responsibilities.
As the Implementation Team Manager, your role will encompass:
- Guiding your team of specialists to become high-performing, client-centric product experts who navigate customers through their journey.
- Monitoring customer experience quality through CSAT metrics and proactively reporting findings to the team and management.
- Providing support to the team in managing customer escalations and serving as an escalation point for clients.
- Conducting audits to enhance processes and delivering timely feedback.
- Driving revenue growth by achieving timely activations aligned with targets.
- Collaborating with Sales and Customer Success teams to ensure a seamless transition during the customer's lifecycle, guaranteeing an outstanding experience.
- Developing a comprehensive understanding of our products and services to establish yourself as a subject matter expert.
- Recruiting and consistently monitoring team performance.
- Updating and maintaining implementation and enablement documentation.
- Identifying inefficiencies and enhancing current processes through a solution-oriented approach.
Qualifications for Success.
- Management experience, preferably overseeing a team of five or more direct reports.
- Strong leadership and project management capabilities.
- Experience in cross-functional collaboration and communication.
- Proven ability to meet targets while maintaining high levels of customer satisfaction.
- A passion for improving processes to create exceptional experiences for both team members and clients.
- A healthy curiosity and a willingness to learn through experimentation.
- A positive attitude, adaptability, and a sense of fun in navigating business changes.
What We Offer.
- A vibrant team culture that prioritizes work-life balance.
- A collaborative environment that values team input.
- Comprehensive training through various channels (LMS, one-on-one sessions, internal knowledge base, webinars).
- Accessible team social events, both virtual and in-person.
- Opportunities for learning and professional growth.
- Paid time off, sick leave, family days, and volunteer days.
- A dog-friendly workplace.
- Complimentary breakfast options, beverages, and a snack bar.
- $2,000 in health and wellness benefits.
Job Type: Full Time, Permanent
Schedule: Monday to Friday, 9am-5pm EST.
Compensation: $65,000-70,000 CAD.
This is a hybrid position with the flexibility to work remotely 2-3 days a week, ensuring you remain engaged with the team's activities.
net2phone Canada is dedicated to fostering an inclusive environment where all employees and clients feel a sense of belonging. We encourage applicants with diverse abilities and provide an accessible candidate experience. Accommodations are available upon request for candidates participating in all aspects of the selection process.
