Onboarding Experience Manager

3 days ago

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Veta Virtual

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Veta Virtual is a company specializing in virtual receptionist and virtual assistant services. They provide a range of services including phone answering, inbound and outbound call management, appointment scheduling, and call overflow handling. Their services are designed to convert callers into clients by delivering personalized experiences through dedicated live receptionists. Veta Virtual works across various industries, including legal, accounting, and medical, helping businesses maintain a professional image, improve customer service, and free up internal resources. The company emphasizes human interaction with 100% real human receptionists who integrate seamlessly with existing phone providers, offering a cost-effective solution compared to hiring full-time staff.

11 - 50 employees

🤝 B2B

☁️ SaaS

⚡ Productivity

📋 Description

• Be the bridge between new clients and long-term success. • Lead the onboarding process for new clients, ensuring they are fully set up and integrated within their first 60 days. • Manage client setup in our CRM and contact center software, create client scripts, build booking and intake forms using Calendly and Jotform, and implement no-code automations with Zapier. • Act as the primary point of contact during onboarding, setting expectations and addressing any client concerns. • Diagnose and resolve any challenges that arise during the implementation process to ensure client satisfaction. • Communicate operational changes to the internal team and relay long-term product improvements to the product team. • Continuously optimize the onboarding experience by improving workflows, processes, and documentation. • Maintain and update onboarding materials, preparing for future team growth. • Collaborate with cross-functional teams including Sales, Operations, and Technology to enhance overall service delivery. • Contribute to knowledge-sharing by creating support articles and training materials.

🎯 Requirements

• Bachelor’s degree in Business, Communications, Customer Experience, or a related field. • 3+ years of experience in client success, client onboarding, customer service or account management. • Experience working with business clients in a B2B environment. • 3+ years of experience with HubSpot or other CRM tools. • 2+ years of experience with No Code applications such as Zapier. • Strong problem-solving skills with the ability to analyze client needs and create tailored solutions. • Excellent communication skills, with the ability to explain complex concepts clearly and simply. • Comfortable facilitating live onboarding sessions via Zoom and managing client interactions professionally. • Experience in SaaS, technology, professional services, or virtual receptionist industries is a plus. • Highly adaptable with a process-driven mindset and strong attention to detail. • Technical proficiency in CRM tools, ticketing systems, and cloud-based communication platforms.

🏖️ Benefits

• A competitive salary of $2,800 to $3,200 USD per month, based on experience. • Competitive performance-based bonuses. • Career growth opportunities, with the ability to advance into leadership or specialized roles. • Ongoing learning and development, including training programs, workshops, and courses. • Recognition for exceptional performance, with regular feedback sessions and tailored career development plans. • 15 paid vacation days per year, plus an unlimited unpaid time-off policy. • Company-wide events and team-building activities hosted by our Culture Committee.