Manager, Customer Onboarding

1 week ago

Chennai, India ZoomInfo Full time

Our company seeks an experienced and driven Manager to lead our Customer Onboarding team. The Manager will oversee both a team lead and several direct-report individual contributors, ensuring new customers receive a seamless and positive onboarding experience. Responsibilities include developing and implementing onboarding procedures and protocols that align with our company’s vision, goals, and mission. Moreover, the Manager will be responsible for upskilling the team lead and individual contributors to promote their professional development and improve team performance.

What You'll Do:

Manage and lead a team of onboarding individual contributors and a team lead, 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, marketing 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.

What You Bring:

3+ years of experience in a leadership role, preferably in customer success, customer service, or sales with a large team.Demonstrated experience creating and implementing onboarding procedures and protocols.Strong communication 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.

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.

Shift: 7 pm - 4 am IST

#LI-Hybrid

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