Onboarding Manager

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Onboarding Manager

About Subsplash

Subsplash—The Ultimate Engagement Platform™ for churches, Christian ministries, non-profits, and businesses around the world, serves 14,000+ clients, creating impactful products, and delighting the 40 million real people who use our platform every day. Subsplash is one of the fastest growing companies in the U.S. (Inc. 5,000 Fastest Growing Companies in 2020) and has won awards for best mobile experience, been voted one of Seattle and Austin’s best places to work multiple years in a row, 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, our passion is to equip churches to make a lasting impact in our world. Our team of 210+ mission-driven people who are committed to our core values of humility, innovation, and excellence has pioneered the market with over 30-firsts for the church market including the first-ever church mobile app. 

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 and relationally gifted 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, and driving towards goals, then this is the team for you.

About the Role

As the Onboarding Manager, you will report to the Director of Platform Support and be in charge of owning the critical early phase of the customer lifecycle, and enablement of new customers on to the ever-increasing Subsplash 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. 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 implementation processes for new Subplash features and products that work holistically across the client journey
  2. Maintain and innovate on a suite of scalable onboarding processes, tools, and materials
  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 the Director of Platform Support
  • 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, implementation 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, short and long term disability and life insurance all free of charge, Competitive Compensation, 401k Matching, Professional Development, Top of the Line Equipment, Referral Program, Parental Leave, Family-Friendly Culture, and the chance to work side-by-side with thought leaders in emerging tech

Note: Employment with Subsplash is contingent upon satisfactory proof of employee’s right to work in the U.S., as required by law and upon completion of a basic background check and; Employment with Subsplash is considered “at will,” meaning that either the company or the employee may terminate the employment relationship at any time without cause or notice. Subsplash is an Equal Opportunity Employer. We value all human life as all people are created with equal dignity, value, and worth. We do not discriminate on the ground of race, color, religion, sex, age, disability or national origin, or genetic information in the hiring, retention, or promotion of employees; nor in determining their rank, or the compensation or fringe benefits paid them.

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Location

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

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