Customer Onboarding Manager (Night Shift)
SolarWinds
Fort Bonifacio, Taguig, Philippines
5d ago

Overview

The Manager of Customer Onboarding leads a team of onboarding specialists in delivering an engaging product onboarding experience, helping our customers achieve value with their purchased software solutions.

As a member of the Customer Success department, the Manager will be also be responsible with helping the department continuously evolve and improve the onboarding phase of our partners’ journey.

Responsibilities

  • Collaborating with training, marketing, and documentation teams to implement a digital onboarding experience, allowing the team to scale the onboarding offerings
  • Collaborate with the marketing and customer success teams to improve program engagement
  • Manage team operations including staffing plans, scheduling, and budgeting, allowing the team to efficiently deliver onboarding programs
  • Build, implement, and continuously improve team processes
  • Manage a team of onboarding specialists, including hiring, coaching, conducting 1-on-1s, and conducting performance reviews
  • Manage onboarding escalations
  • Report regularly on program outcomes and project updates
  • Proactively identify opportunities to improve onboarding programs, including improving engagement and completion rates
  • Serve as a partner advocate, highlighting cross-department improvements that can be made to improve the partner experience
  • Qualifications

  • 3+ years of relevant work experience successfully managing customer onboarding teams and working in a customer-facing role
  • Ability to prioritize, plan, and execute projects in alignment with the department’s strategic plan
  • Strong people management, performance management, and collaboration skills
  • Strong reporting and analytical skills, with the ability to effectively determine and communicate onboarding impact
  • Demonstrated ability to effectively lead change
  • Prior experience with Totango and Salesforce preferred
  • Prior experience in a technical role and / or professional services preferred
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