Onboarding & Implementation Manager

Our Mission:

The technology in the $130-billion pet industry is antiquated, and it has caused significant friction for the pet economy to progress. This must be fixed. We aim to contribute to the pet industry by empowering everyone in the pet community. We strive to build the most trustful, impactful, yet simple-to-use solutions for everyone in the space, so that they can focus on doing what they love and thrive.

Our Team:

Only the best can serve the best. To build the best product and service, we want the best talent. We are committed to seeking out and bringing together the most passionate, talented, and customer-focused individuals to form a team that sets the bar for excellence.

Our Culture:

Every day, we ask ourselves: what if MoeGo disappears tomorrow? Would that be a big difference to our users? We’re not here to be just another option in the market. What motivates us is the pursuit of discovering and solving a series of real, impactful problems. By doing so, we aim to redefine the standard of technology and elevate the pet industry to an entirely new level.

We strive to drive changes for the better.

Position Overview

The Onboarding & Implementation Manager is responsible for leading our customer Onboarding & Implementation team. You will be responsible for setting customers up for success by helping them implement MoeGo, managing onboarding specialists against key performance indicators, and implementing tools and processes to optimize our onboarding process.

The Onboarding Team at MoeGo has launched over 900 businesses, witnessing the impact of our product first-hand and building deep connections with our customers. You will work with businesses of all scales and owners of diverse backgrounds, and with onboarding specialists based in-office and at satellite offices.

The onboarding team ensures smooth and successful launches, taking over from time of purchase until they exclusively run on MoeGo. On top of being product experts and reliable specialists, we strive to be their trusted business advisors who help them resolve current challenges by implementing powerful solutions.

We are the voice of customers, driving product improvements. We are also the voice of the MoeGo team, building trust and a community of loyal customers. We are a relatively new team that moves fast towards ambitious goals, and we are experiencing substantial steady growth of new customers. The team is in need of a strong hand to manage performance and expectations. We are very excited to have more like-minded talents join us on our journey to achieving our vision!

considering locally in Los Angeles, California or Houston, Texas (hybrid 2x/week in West LA or Downtown Houston)

Key Responsibilities

• Lead and manage a team of onboarding specialists and implementation engineers split between our home office and satellite offices, setting their direction and holding them accountable to KPIs and performance standards.

• Create, update, and maintain standard operating procedures, resources, and frameworks for onboarding customer accounts, including but not limited to data transfer, MoeGo system configurations, staff training, product education, troubleshooting, and system test runs.

• Identify opportunities and implement solutions to optimize and improve the onboarding process and experience.

• Ensure that your team is managing all of their ongoing onboarding projects by ensuring that all accounts are on-track.

• Liaise with other teams including product, engineering, sales, and customer success to resolve onboarding blockers, coordinate on customer requests, fix bugs, and serve as a voice of the customer.

• Track churn risks during the onboarding process and implement mitigation measures.

• Create initiatives to drive successful product implementation.

• Ensure your team is getting regular feedback and is on track with development plans.

• Assist with resource planning and hiring for the Onboarding and Implementation team.

Minimum Qualifications

• Bachelor’s Degree

• 2+ years of management experience

• 2+ years of experience managing customer onboarding and implementation initiatives 

• At least one year of experience in client-facing roles in the SaaS industry

Preferred Qualifications

• Strong project management skills

• Excellent communication and interpersonal skills

• Self-motivated, results-oriented, and able to work independently

• Exhibits a high degree of ownership, genuine curiosity, and personal initiative in your work

MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans to employees and their family members at no cost to the employees and 401(k) matching. 

MoeGo is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans to employees and their family members at no cost to the employees and 401(k) matching.

MoeGo is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.