Onboarding Success Manager
Henry Schein One UK
Date: 1 day ago
City: Surrey, British Columbia
Contract type: Full time
How You’ll Make An Impact
As an Onboarding Success Manager you are accountable for delivering an effortless onboarding experience for new customers, ensuring a seamless transition from sale through to adoption of our practice management products.
This is a pivotal role that sets-up our customers for long-term success through clear expectation management, detailed project management, effective communication, and ongoing process improvement.
For us, the Onboarding Success Manager is the ‘centre of gravity’ for onboarding; they are the single point of contact who pulls in the right teams at the right time to deliver the best outcome for our customers.
What You'll Do
Own the onboarding customer experience:
We try to make our process as simple as possible while still giving us opportunities to learn about each other.
The posted range for this position is between $70,000 CAD - $ 78,000 CAD which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications & education etc.
Our benefits also include:
As an Onboarding Success Manager you are accountable for delivering an effortless onboarding experience for new customers, ensuring a seamless transition from sale through to adoption of our practice management products.
This is a pivotal role that sets-up our customers for long-term success through clear expectation management, detailed project management, effective communication, and ongoing process improvement.
For us, the Onboarding Success Manager is the ‘centre of gravity’ for onboarding; they are the single point of contact who pulls in the right teams at the right time to deliver the best outcome for our customers.
What You'll Do
Own the onboarding customer experience:
- Meet with customers immediately post-sale, understand their needs and how to best onboard them
- Make sure we deliver upon our commitments and intervene where needed to keep the customer onboarding on course.
- Developed in partnership with customers, you will manage and hold stakeholders to account for achieving the plan, including key milestones
- Ensure all onboarding tasks are completed within the agreed-upon timeframes.
- Monitor progress and adjust as necessary to stay on track.
- Be the single-point-of-contact for new clients throughout the onboarding phase
- Starting with a warm handover from Sales, to leading regular review meetings with customers and internal teams as work progresses, providing updates and addressing any concerns.
- Develop and maintain strong relationships with customers to understand their needs and expectations, and gather insights to help product teams develop new onboarding tools
- Continuously evaluate and provide feedback to help improve onboarding processes and enhance efficiencies
- Mitigate issues but take the time to map out what needs change in order to not repeat the same mistakes.
- Be a critical feedback loop for our product and operational teams to identify areas for improvement.
- Work closely with sales, customer success, and product teams to constantly challenge and evolve the overall customer experience
- Share customer feedback and requests for new features with the product team
- Coordinate with Customer Success and Support teams to ensure a smooth transition from adoption to use.
- Min 3+ years’ experience in project management, customer onboarding, or a similar role, preferably in a SaaS or technology-driven environment.
- Demonstrated success in managing customer relationships and delivering projects on time and to plan.
- Experience with change management and driving customer adoption of new technologies.
- Strong project management skills with proficiency in tools such as Jira, Hubspot, and LMS platforms, or similar tools.
- Excellent communication and interpersonal skills, with the ability to convey complex information clearly and effectively.
- Strong organisational skills and attention to detail, with the ability to manage multiple customer onboarding projects simultaneously.
- Problem-solving mindset with the ability to think strategically and identify innovative solutions.
- Proficiency in using office software (e.g. MS Office, Slite, Slack).
- Certifications in PMP, PRINCE2, or other project management certification is a plus, but not a requirement.
We try to make our process as simple as possible while still giving us opportunities to learn about each other.
- Intro/screening call
- Short online behavioural and cognitive assessment.
- Interview with Hiring Manager
- Panel Interview
The posted range for this position is between $70,000 CAD - $ 78,000 CAD which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications & education etc.
Our benefits also include:
- 3% RRSP matching
- Comprehensive health benefits plan, including 100% drug coverage
- 3-week paid vacation, growing up to 5 weeks with tenure
- Unlimited paid flex days
- Paid Birthday off
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