Onboarding and Implementation Manager - New Job Description Remote / Full-time Who We Are We are a fast-growing SaaS company dedicated to helping businesses streamline their communication and improve customer engagement.
Our platform enables seamless messaging solutions for sales, marketing, and support teams, allowing businesses to connect with their customers effectively.
Our team is composed of highly skilled professionals committed to delivering exceptional service and continuous product innovation.
We have been recognized as one of the fastest-growing private companies, and we take pride in our customer-centric approach.
Right now, we're looking for an experienced, empathetic customer champion to be our next Onboarding and Implementation Manager .
Why Join Us?
People-First Culture: We prioritize hiring remarkable, brilliant, and kind individuals who contribute to a collaborative work environment.
Customer-Focused Approach: Our goal is to ensure our customers' success, which drives our product development and customer service excellence.
Remote Work Flexibility: Our team operates remotely across multiple locations, allowing you to work from anywhere.
Exceptional SaaS Products: We continuously enhance our platform with new features and improvements.
Comprehensive Benefits: Competitive salary, health, vision, and dental coverage, along with wellness perks.
Unlimited PTO: We offer a flexible time-off policy to support work-life balance.
Growth and Development Opportunities: Access to courses, books, and training to support professional growth.
Core Values We Figure It Out: We embrace challenges, find solutions, and navigate obstacles with a proactive mindset.
Seek Continuous Improvement: We pursue excellence and constantly seek ways to improve our skills and processes.
Keep it Real & Conversational: Honest and transparent communication is key to maintaining a high-performing team.
People-First Mindset: Our customers' success drives our innovations and product improvements.
Be Flexible: We work together to overcome challenges and adapt to changes.
About the Role As our new Implementation Manager, you'll be the primary point of contact for the first 30 days of our Tier 1 customers, ensuring their accounts are fully set up and running smoothly.
You'll lead kickoff calls, conduct discovery sessions, gather customer goals, and set them up for successful adoption.
A key aspect of this role is guiding clients through compliance approvals.
You will also be responsible for driving training across the customer base and serving as a product advocate.
Key Responsibilities Customer Onboarding: Guide new top-tier customers through a structured onboarding process to ensure early success.
Compliance Management: Oversee a smooth and efficient compliance process, ensuring all submissions are accurate and quickly approved.
Training and Implementation: Conduct training sessions and product demos tailored to each customer's business needs.
Elite Customer Service: Provide white-glove service for customers' first 30 days, ensuring seamless adoption.
Collaboration with Product Teams: Gather customer feedback to contribute to product enhancements.
Support Content Development: Assist in creating help articles and other support materials.
Customer Advocacy: Cultivate customer relationships to generate testimonials and case studies.
Qualifications 3+ years of experience in customer-facing roles such as Customer Support, Customer Service, or Customer Success.
Experience leading SaaS training sessions and product demos.
Strong track record of meeting or exceeding onboarding or support KPIs.
Ability to understand and address customers' business needs.
Excellent attention to detail and problem-solving skills.
Proficiency with CRM tools such as HubSpot or Salesforce.
Entrepreneurial mindset with a resourceful and proactive approach.
Bachelor's or Master's degree in business or a related field.
Ability to work independently while managing multiple projects.
Success Metrics Full ownership of the Implementation Manager role.
Achievement of KPIs such as Time to Value (TTV), Product Adoption, and Approval Timelines.
Reduction in first 90-day customer churn.
Benefits Remote Work: Work from anywhere.
Learning & Development: Monthly budget for books and courses.
Work-Life Balance: Limited meetings to support focused work.
Charity Donation: $250 donation to a charity of your choice.
Regular Paychecks: Semi-monthly payroll.
Company Swag: Branded gear and accessories.
Virtual Health & Mental Wellness Support: Teledoc and TalkSpace access.
Career Growth: Opportunities for advancement within the company.
If you're a dedicated customer success professional looking for an exciting opportunity to make a real impact, we'd love to hear from you