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Customer Onboarding Manager
2 months ago
About the Role
We are seeking an experienced Implementation Team Manager to lead our Onboarding and Fulfillment team at net2phone Canada. As a key member of our leadership team, you will be responsible for managing a team of experts who deliver a world-class customer experience to businesses across Canada.
Key Responsibilities
- Team Leadership: Coach and develop a high-performing team of specialists who guide customers through the onboarding process, ensuring a seamless transition to our VoIP platform and communication services.
- Customer Experience: Monitor and improve the quality of customer experience using CSAT metrics, providing timely feedback to the team and management.
- Process Improvement: Conduct regular audits to identify areas for improvement and implement process enhancements to drive efficiency and effectiveness.
- Revenue Growth: Drive revenue growth by achieving timely activations and meeting sales targets.
- Collaboration: Partner with the Sales and Customer Success teams to ensure a seamless transition throughout the customer lifecycle.
- Product Expertise: Develop a strong understanding of our products and services to establish yourself as a product expert and provide guidance to the team.
- Talent Management: Recruit, develop, and manage a team of high-performing specialists, providing regular feedback and coaching to ensure their success.
Requirements
- Management Experience: Proven experience in managing a team of 5 or more direct reports, with a strong track record of achieving targets and driving business growth.
- Leadership Skills: Strong leadership and project management skills, with the ability to motivate and inspire a team to deliver exceptional results.
- Cross-Functional Collaboration: Proven ability to collaborate with cross-functional teams, including Sales, Customer Success, and Product.
- Customer Focus: Strong customer focus, with a proven track record of delivering exceptional customer experiences.
- Business Acumen: Strong business acumen, with the ability to analyze business data and make informed decisions.
What We Offer
- Competitive Compensation: A competitive salary range of $65,000-$70,000 CAD.
- Benefits Package: A comprehensive benefits package, including health and wellness benefits.
- Opportunities for Growth: Opportunities for career growth and professional development.
- Collaborative Environment: A collaborative and dynamic work environment that values input and innovation.
