Our company is seeking a highly motivated and experienced Senior Manager to oversee our UpMarket Customer Onboarding and Strategic Delivery team. The Manager will be responsible for the oversight of 4 team leads/ managers with individual contributors, ensuring that new customers have a positive and seamless experience during the initial phases of their engagement with our company. The Senior Manager will be responsible for creating and implementing onboarding procedures and protocols that align with the company’s objectives, goals, and mission.

What You’ll Do:

•  Manage and lead a team of Onboarding people leaders, providing guidance, support, and motivation to ensure team members are meeting performance expectations.
• Develop and implement onboarding procedures and protocols that align with the company’s objectives, goals, and mission.
• Collaborate with cross-functional teams such as Sales, Customer Success, and Product Development to ensure a cohesive onboarding experience for new customers.
• Monitor and evaluate team performance and customer feedback to identify areas for improvement and make recommendations to upper management.
• Develop and maintain metrics and reporting to measure the effectiveness of the onboarding process.
• Develop and maintain strong relationships with new customers to ensure a positive and long-lasting relationship.
• Continuously monitor industry trends and best practices to ensure the company’s onboarding process remains competitive and effective.
• Ability to handle and resolve customer escalations in a timely and effective manner while maintaining a positive and professional demeanor.
• Proven ability to build a positive team culture for individual contributors (ICs) that fosters collaboration, accountability, and innovation.
• Demonstrated experience in identifying, creating, and implementing performance evaluations and engagement initiatives to increase ICs’ productivity, job satisfaction, and retention.
• Demonstrated experience developing professional skills ICs and people leaders through creation and execution of enablement plans
• Manage and drive projects across multiple product lines and cross-functional teams. 
• Other job duties as assigned

What You Bring:

• 8+ years of experience in a customer-facing function, preferably Onboarding, Customer Success, Customer Service, or Sales
• 5+ years of experience in a leadership role, preferably in a SaaS or Technology company 
• Demonstrated experience creating and implementing onboarding procedures and protocols.
• Strong communication, emotional intelligence, and interpersonal skills, with the ability to effectively communicate with internal and external stakeholders.
• Proven ability to manage and motivate a team to achieve results.
• Excellent analytical and problem-solving skills.
• Experience with Salesforce or other CRM platforms is a plus.
• Experience managing across several product lines and business functions is a plus. 

If you are a proactive and results-oriented leader with a passion for customer success and onboarding, we encourage you to apply for this exciting opportunity.

This is a hybrid position, working a minimum of three days per week from one of our office locations - Waltham MA, Bethedsa MD, or Vancouver WA

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