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.
Raken, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
