Job Summary
The Manager, Onboarding & Training is responsible for guiding a team of specialists to facilitate effective customer implementation, enhance adoption rates, and promote long-term customer retention. This position entails the creation of onboarding playbooks, overseeing team performance, and partnering with various cross-functional teams to accelerate time-to-value for customers.
Responsibilities
- Lead and mentor a team of onboarding and training specialists to ensure effective customer implementation processes.
- Develop and maintain comprehensive onboarding playbooks that outline best practices and procedures.
- Evaluate team performance to drive improvements and optimize user adoption rates.
- Collaborate with cross-departmental teams to streamline processes and enhance customer experience.
- Foster long-term customer retention through effective training and onboarding strategies.
Qualifications
- A minimum of 5 years of experience in SaaS onboarding or implementation roles.
- At least 2 years of experience in a managerial role, leading teams and fostering talent.
- Demonstrated strong technical aptitude and the ability to understand complex software systems.
- Proficient in data-driven decision-making and utilizing metrics to guide strategies.
- Capability to work in a hybrid model located near Carlsbad, CA.
