Onboarding Manager- North America

**Hiring Location**:

- ** USA**: Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas and Utah
- **Canada**: Ontario, Quebec

**About Phorest**:
Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally - that’s one million salons and a billion-dollar company.

We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.

**The Opportunity**:
This role reports to the Head of Customer Success North America and works closely with the Process Manager North America to ensure alignment across the onboarding journey, data migrations, and feature activation. This position is critical to our growth in the North American market and requires someone who can effectively communicate with leadership, handle escalations creatively, and continuously improve processes.

**What You'll Do**:

- ** Lead and Develop**: Lead a high-performing team of 12 Onboarding Specialists with clear direction, comprehensive training, and regular quality assurance through call shadowing
- ** Drive Metrics and Operations**: Own all North American onboarding metrics (go-live targets, cancellation rates, client satisfaction), implement innovative process improvements, and provide data-driven insights to leadership
- ** Ensure Client Success**: Design best-in-class onboarding experiences, handle escalations creatively, and develop strategies to reduce churn during the critical onboarding phase
- ** Collaborate Across Teams**: Partner closely with the Process Manager North America on onboarding strategy and execution, act as the voice of the customer within Phorest, maintain strong cross-functional relationships, and serve as a key liaison for client feedback and feature requests
- ** Lead Strategically**: Identify trends and opportunities, create compelling business cases for resources or changes based on data analysis, and align onboarding strategies with company objectives

**Who You Are**:

- ** Education**:Bachelor's degree required to ensure foundational knowledge in business processes, analytics, and communication skills necessary for success in this role
- ** Experienced Leader**: 6+ years of work experience with at least 3 years managing operational teams in a SaaS environment, specifically in onboarding or implementation functions focused on customer software adoption, with proven success driving metrics and developing talent
- ** Strategic Thinker**: Strong analytical skills with the ability to translate data into actionable insights and business cases
- ** Effective Communicator**: Clear communicator who can convey complex information to different audiences and influence cross-functional stakeholders
- ** Client Champion**: Client-centric approach with a deep understanding of the customer journey and passion for the salon industry
- ** Technical Aptitude**: Demonstrated ability to quickly learn complex SaaS products similar to Phorest, with a strong grasp of key SaaS metrics and the capacity to understand customer perspectives and business needs in specialized industries.

**Benefits**:
Phorest currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks.

Employees also have access to optional extras, such as a 401(k) and a range of upgraded insurance options.

Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning.

We like to have fun, build camaraderie through regular social events.

Phorest also encourages Employee Resource Groups, you will have the opportunity to join or champion a club, society, or group.

**Phorest is an equal opportunities employer.** We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.