Manager of Customer Onboarding

<p>Enumerate is looking for a Manager of Customer Onboarding to join our team!</p> <p>The Manager of Customer Onboarding is a "player-coach" role that combines managing a team of onboarding specialists with directly supporting onboarding efforts for a limited number of clients. This role ensures the team meets performance goals while maintaining a personal connection to the onboarding process. The ideal candidate is an empathetic leader, organized project manager, and excellent communicator passionate about customer success. This is a remote role within the United States - candidates must be comfortable working EST hours.</p> <p><strong>Responsibilities:</strong></p> <ul> <li>Lead, mentor, and develop a team of onboarding managers to meet performance and quality goals.</li> <li>Conduct regular 1-on-1s and team meetings to provide guidance, share best practices, and address challenges.</li> <li>Monitor team performance metrics and provide feedback to ensure continuous improvement.</li> <li>Oversee the onboarding process, ensuring smooth transitions and timely achievement of key milestones.</li> <li>Manage a reduced portfolio of onboarding projects to stay connected to the customer experience and model best practices for the team.</li> <li>Act as an escalation point for complex onboarding challenges, collaborating with other teams to resolve issues.</li> <li>Drive process improvements to enhance efficiency and customer satisfaction and to reduce the time needed to successfully onboard clients</li> <li>Partner with cross-functional teams such as Sales, Product, and Customer Success to align efforts and ensure a seamless client experience.</li> <li>Report on onboarding metrics, team performance, and process improvements to leadership.</li> </ul> <p><strong>Requirements: </strong></p> <ul> <li>3-5 years of experience in SaaS onboarding, implementation, or similar roles, with at least 1 year in a leadership or supervisory capacity.</li> <li>Strong project management skills and ability to manage priorities effectively.</li> <li>Excellent communication and relationship-building skills.</li> <li>Bachelor’s degree preferred but not required.</li> </ul> <p>&nbsp;</p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>The pay range is inclusive of base salary plus any applicable bonuses or commissions.</p></div><div class="title">Total compensation pay range (annual salary):</div><div class="pay-range"><span>$90,000</span><span class="divider">&mdash;</span><span>$110,000 USD</span></div></div></div>