Job # 9126RK

  • Remote
  • Boston, MA

Customer Onboarding Manager


Job Overview:

Seeking a SaaS solution Customer Onboarding Team Leader who does “whatever is needed” to ensure customer success in implementing and optimizing use of software solutions.


The Opportunity:

  • Lead and mentor the customer implementation team to deliver high quality customer on-boarding through efficient and effective processes and ongoing learning and training.
  • Develop on-boarding metrics to manage and create accountability across a distributed team
  • Collaborate with the Sales, Product and Development teams to help them better understand the customer needs to provide the best possible customer journey.
  • Lead as product solution expert and develop a methodology and best practices for implementing products
  • Define and monitor key performance indicators (KPIs) for the customer implementation team and provide insights, trends, and recommendations to senior management.
  • Assist the team and/or take hands-on ownership of more complex implementations, ensuring prompt and accurate responses to customer on-boarding activities and act as an escalation point for critical customer challenges


Your Skills/Experience:

  • 4+ years in a customer on-boarding role within an enterprise software company with some team leadership experience.
  • Ability to manage competing priorities and promote collaboration between departments
  • Critical thinking and problem-solving skills used to digest problems effectively and find workable solutions
  • Thrive in a Customer-Centric culture with flexibility to communicate with company owners and employees.
  • Bachelor’s degree in Information Technology or construction-related industry experience is a plus.
  • Ability and willingness to travel to customer sites as needed



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