Onboarding Manager at Subsplash

| Seattle
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Onboarding Manager

About Subsplash

Based in Seattle, Subsplash is an exciting award-winning team of 150+ mission-driven people who are committed to our core values of humility, innovation, and excellence. Founded in 2005, we’ve pioneered the market with the first-ever church mobile app. Since then, we’ve been working together to build The Ultimate Engagement Platform™ for churches, Christian ministries, non-profits, and businesses around the world. We find excitement in serving our 12,000+ clients, creating impactful products, and delighting the 40 million real people who use our platform every day. Subsplash has won awards for best mobile experience, been voted top 100 Washington's Best Workplaces by the Puget Sound Business Journal, created some of the most downloaded apps of all time, and built enterprise software for world-class brands like XBOX, Microsoft, Samsung, Expedia, and Cisco; yet, at the end of the day, we love making a lasting impact and a difference in our world.

Working at Subsplash is more than just a job; we are a team of people who are courageous, inventive, and passionate about doing meaningful work every day. Don’t take our word for it—head to Glassdoor and see for yourself!

About the Team

The Platform Support Team is a growing group of technically-inclined team members working to help clients learn and make the most of the Subsplash Platform. The secret to this team’s success is its wide array of skills. They are tech gurus, customer service geniuses, operations wizards, and amazing writers, all of whom contribute something unique to the team. If you like learning, teaching, technology, animated GIFs, and 3 pm strolls to coffee, then you will fit right in! 

About the Role

As the Onboarding Manager, you will report to the Director of Support and be in charge of owning the critical and important early phase of the customer lifecycle, and enablement of Subsplash’s new customers on to the platform. You will be responsible for rapidly understanding their business requirements and driving them to realize a fast time-to-value from their investment in Subsplash as efficiently as possible. You will lead a team of Onboarding Specialists and coordinate alongside Platform Specialists, and Client Success Managers, you’ll manage delivery against the end-to-end customer enablement program requirements to achieve key customer milestones as efficiently as possible.

Key Outcomes in Year 1

  1. Develop and grow a team of onboarding specialist focused on paid implementations
  2. Create a suite of scalable onboarding processes, tools, materials, etc.
  3. Reduce the average time to go-live for clients across all product offerings
  4. Increase ease of onboarding across the Subsplash platform for all clients  

Your Priorities 

  • Rapidly complete the onboarding of new clients, including completeness of onboarding checklist
  • Ensure all onboarding deliverables meet and/or exceed client expectations
  • Lead and manage the Onboarding Specialist team in achieving their daily metrics
  • Prepare, schedule, and oversee the training of new Onboarding Specialists 
  • Contribute to hitting the Support KPI goals through innovating team processes and inter-office coordination
  • Lead process improvement projects including onboarding, process automation, and client experience
  • Protect and encourage team morale through identifying training needs and contributing to team offsite and event planning
  • Serve as a client advocate during all internal meetings
  • Handle some client onboarding independently to contribute to the workload
  • Provide clients with meeting summaries, action items and clear tasks for responsible parties
  • Manage escalated and volatile client situations
  • Review team member’s work for quality assurance and efficiency
  • Report all major issues and team member performance feedback to Support Manager
  • Participate in Support Team on-call rotation

Qualifications

  • 3-6 years of relevant work experience; SaaS technology preferred
  • 1 year minimum of experience managing a team of onboarding or technical support specialists
  • Strong aptitude and experience managing and setting up a CRM system (ideally Salesforce, Outreach, Hubspot or leading industry equivalent)
  • Experience creating and innovating upon the client onboarding experience
  • Superior written and verbal communication skills; the ability to condense complex information into actionable next steps
  • Bachelor’s degree preferred

Benefits

Generous Paid Time Off, Medical Coverage, Dental Coverage, Vision Coverage, 401k (with employer match), Free Smoothies and Snacks, Optional Work-from-home Thursdays, Public Transportation Subsidy.  

This position is classified as FTE Exempt Status and therefore not eligible for overtime pay.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • PHPLanguages
    • SwiftLanguages

Location

Subsplash is located in the Interbay neighborhood along major bus-lines with just a short walk to other neighborhoods & local food in Seattle!

An Insider's view of Subsplash

What’s the vibe like in the office?

We celebrate victories, support each other like family, & are all working toward a common goal. Open communication spreads excitement throughout the company as we hit milestones, share innovative ideas & strive for excellence. There is a thread of positivity & kindness in all that we do which sets us apart and allows for the best work-life balance!

Aly

Creative Director

What kinds of technical challenges do you and your team face?

On the Product Team, we have the unique opportunity to build high performant software that supports thousands of unique iOS and Android apps and the millions of end-users who use them. We face the daily challenge of building systems, APIs, and user interfaces that emphasize performance, versatility, and clarity to bring delight to all our clients.

Matt

Software Engineer

How has your career grown since starting at the company?

I’ve experienced tremendous growth in product management experience and skills, from business models to learning SQL to running beta tests. I’ve also had the opportunity to take on formal authority, moving from an ‘IC’ role to a manager of five fantastic employees, while building informal influence throughout a rapidly growing company.

Erick

Manager of Project & Program Management

What are some things you learned at the company?

Subsplash has taught me how to listen & prioritize. Through conversations with prospective clients, I've learned how to ask intentional questions & listen well. As I juggle tasks, I've learned to better manage my time with competing priorities. From a platform standpoint, the learning never ends with the constant innovation I witness every day!

Kasey

Ministry Consultant II

What are Subsplash Perks + Benefits

Subsplash Benefits Overview

At Subsplash, our benefits + perks are designed to bring delight to our employees and their families! Each employee receives a generous amount of vacation (work hard, play hard) but we also want our team members to feel rested and refreshed every day of the week, that's why we give the option to work from home on Thursdays (The perfect opportunity to work in your sweatpants. Just saying.).

We strive to offer the best healthcare at the lowest cost possible and we offer a variety of plans to best suit the individual's personal and family needs.

We frequently have company-wide catered lunches, events, team-building activities and not to mention a healthy serving of spontaneous parties. On top of that, we keep our kitchen stocked with yummy munchies, healthy fuel, and the freezer is always packed with all the smoothie makings you could ever need.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Subsplash's short term disability is covered at 100% with salary continuance. Full-time employees can be rest assured that Subsplash has got them fully covered in times of need.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Subsplash offers $50,000 of Life and AD&D coverage for all full-time employees. Employees are also able to purchase up to $300,000 supplemental coverage at a very low cost.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
We offer Work-From-Home Thursdays to all employees.
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Acme co. sponsors family oriented events Quarterly.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
We call it "creative professional". That means we dress casual and bring our own unique style and spunk to what we wear every day; jeans and sandals are totally acceptable!
Commuter Benefits
Company Outings
Stocked Kitchen
Unlimited munchies (including guacamole. Enough said.), coffee from a local Seattle roaster, tea, fruits and vegetables, all the smoothie ingredients you could ever need, and so much more!
Some Meals Provided
We provide monthly catered lunches
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Promote from within
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