Customer Onboarding Manager – Mid Market

Job Description:

• Onboard Mid Market Customers: Manage the onboarding process for a group of mid-market customers (6-100 shops), ensuring smooth implementation and adoption of Tekmetric software across all locations.
• Develop and Manage Rollout Plans: Build out and execute detailed rollout plans to ensure successful implementation across all shops, customizing the approach as needed to accommodate customer needs and business objectives.
• Customer Relationship Management: Develop strong, long-term relationships with key stakeholders at mid-market accounts. You’ll act as the primary point of contact for onboarding, ensuring customers receive ongoing support and guidance.
• Cross-Functional Collaboration: Work closely with the sales, customer success, operations, and product teams to coordinate efforts and share feedback for continuous improvement in the onboarding process.
• Implementation and Training: Provide detailed product demonstrations, implementation walkthroughs, and training to customers and their teams to help them understand how to use Tekmetric software efficiently.
• Data Migration Oversight: Manage and execute customer data migrations, ensuring accuracy and alignment with customer needs and expectations.
• Feedback Loop: Gather and synthesize feedback from customers to continually refine and improve the onboarding process. Share insights with the leadership team to shape future enhancements.
• Problem-Solving & Escalations: Proactively identify challenges during onboarding and find solutions to address them. When necessary, manage escalations and work with relevant teams to resolve complex issues.
• Customer Success Support: Work closely with the Customer Success team to ensure a smooth transition from onboarding to ongoing customer support.

Requirements:

• 3-5 years of experience in Customer Onboarding, ideally in a SaaS or B2B environment.
• Proven Project Management Experience: Strong skills in managing multiple, concurrent projects, developing timelines, and executing detailed plans to meet deadlines.
• Relationship Building: Experience establishing and nurturing relationships with mid-market and enterprise-level clients, including executive-level stakeholders
• Problem-Solving & Escalation Management: Ability to quickly identify issues and develop strategies for resolution, ensuring client satisfaction.
• Strong Communication Skills: Ability to clearly communicate technical information to non-technical stakeholders, ensuring clarity and effective implementation.
• Analytical Skills: Ability to analyze customer needs, use data to inform decisions, and optimize the onboarding process.
• Technical Proficiency: Familiarity with SaaS platforms, data migration processes, and systems integrations (preferred).
• Bachelor’s Degree (Preferred)

Benefits:

• Enjoy the flexibility of remote work
• Competitive base salaries that reflect your value.
• Generous Paid Time Off, because we know you do your best work when you're well-rested.
• Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
• Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
• Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.
• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
• Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
• Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
• After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
• Keep growing with support for continuing education - we’re invested in your development.

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