Compensation Overview

We are looking for an Onboarding Manager to join our growing CX team. The ideal candidate will be a self-starter and have a positive, customer-centric attitude with a high emotional intelligence and passion for problem-solving.

Your role:

• Manage university partner onboarding process from contract execution through the initial adoption.
• Construct training schedules and ensure that customers are hitting milestones throughout the onboarding process.
• Conduct live training sessions and Q&A via video conference.
• Work with other internal teams to ensure seamless transitions throughout the customer journey.
• Collect customer feedback and communicate to appropriate internal stakeholders as part of ongoing improvement cycle.
• Continually surprise and delight customers with a proactive, customer-centric attitude.
• Ensure high customer satisfaction as measured by Onboarding health, CSAT surveys, etc. 
• Contribute to other onboarding and customer success projects as needed.
• Facilitate and manage use of self-guided training resources.
• Other duties as assigned.
• Understand and exemplify 12twenty’s values.

Your experience:

• Bachelor’s degree preferred
• Minimum 3 years experience in onboarding or customer success in SaaS, or experience in a University career services center.
• Ability to communicate effectively through all channels. (Slack, JIRA, Salesforce, Zoom, Etc.)
• Experience with cloud-based tools and ability to quickly learn and adopt new technologies.
• Exceptional organizational and project management skills, with the ability to set goals and prioritize many initiatives and opportunities with minimal guidance.
• Self-awareness, strong judgment, clarity, attention to detail, organization, ability to handle ambiguity, and goal-orientation.
• Ability to work independently and proactively with minimal direction.
• Experience working autonomously in a remote environment. (This position is fully remote)

You have one or more of the following skills/experience:

• Project management 
• Salesforce
• SSO Integrations
• Technical software experience
• Testing APIs using Postman 
• Advanced Excel Skills

Team Values

• Communication: offer suggestions, ask questions, be open; give and expect honesty, transparency, empathy, and respect
• Collaboration: work together to find the best solutions
• Continuous Learning and Improvement: always be looking for opportunities to improve both yourself and our product/code/team