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We are seeking a metrics-driven, and customer-obsessed Onboarding Manager to lead our North American Onboarding team. In this role, you will manage a team of 7 Onboarding Specialists, ensuring the delivery of a best-in-class onboarding experience for our clients while maintaining key performance metrics. This position is critical to our growth in the North American market.
Job Responsibility:
Lead a high-performing team of 7 Onboarding Specialists
Own onboarding metrics for the team (go-live targets, cancellation rates, client satisfaction, go-live quality)
Handle customer escalations creatively
Act as the voice of the customer within Phorest
Identify trends and opportunities
Develop and implement process improvements to reduce the onboarding effort needed per customer
Requirements:
Bachelor's degree required
4+ years of work experience in a SaaS environment, specifically in onboarding or implementation functions
2+ years managing operational teams
Strong analytical skills with the ability to translate data into actionable insights
Clear communicator who can convey complex information to different audiences
Client-centric approach with a deep understanding of the customer journey
Demonstrated ability to quickly learn complex SaaS products
Nice to have:
Passion for the salon industry
What we offer:
Fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks
Access to optional extras, such as a 401(k) and a range of upgraded insurance options
Career development resources including in-house Learning and Development/Business coach and LinkedIn learning
Regular social events
Opportunity to join or champion Employee Resource Groups