Senior Onboarding Manager

October 2

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Affinity.co

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CRM • Relationship Intelligence • Pipeline Management • Contact Management • Lead Generation

201 - 500

Description

• Lead onboarding of customer cohorts, ensuring a smooth and efficient implementation process. • Foster strong relationships with customers, acting as a trusted advisor during onboarding. • Work closely with Sales, Customer Success, Marketing, and Support teams. • Serve as a customer champion, advocating for their needs within the organization. • Leverage data to analyze and optimize customer adoption, health scores, and churn mitigation strategies. • Actively coach and mentor team members, sharing best practices in cohort onboarding. • Own end-to-end management of customer implementations, including project planning and execution. • Develop and execute change management processes to support customers through transitions. • Adjust strategies based on customer segments, learning styles, and evolving requirements. • Identify areas of opportunity and consult customers on best practices.

Requirements

• 5 years or more experience implementing or consulting clients on SaaS solutions. • Experience with 1:many onboarding methodologies and a passion for advocating industry best practices. • Proven experience in onboarding, customer success, customer support, or training roles with a strong focus on customer satisfaction and product adoption. • Exceptional ability to lead cross-functional teams and communicate complex information clearly and persuasively to customers and internal stakeholders. • Strong project management skills with the ability to balance multiple initiatives and meet deadlines. • Deep understanding of customer success metrics, including adoption, health scores, and churn mitigation. • Understanding of the venture capital, investment banking, and broader financial services ecosystem. • Demonstrated ability to coach, mentor, and develop team members. • Exceptional critical thinking and problem-solving skills, with the ability to diagnose and resolve challenges during the onboarding process. • A customer-first mindset with an unwavering focus on delivering an exceptional onboarding experience. • Strong organizational skills with a track record of implementing process improvements and driving business efficiencies.

Benefits

• We pay your medical, dental, and vision insurance with comprehensive PPO and HMO plans. • We provide flexible personal & sick days. • We offer a 401k plan to help you plan for retirement. • We provide an annual budget for you to spend on education and offer a comprehensive L&D program. • We support our employee’s overall health and well-being and reimburse monthly for things such as transportation, home internet, meals, and wellness memberships/equipment. • Virtual team building and socials.