1. Customer Onboarding Manager

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    Location: US remote or Sweden remote/hybrid

    Customer Onboarding Manager

    You are responsible for overseeing all operations of the Onboarding team while fostering a culture of engagement and excitement to bring out customer driven results. As the Customer Onboarding Manager, you will drive processes, performance and manage digital channels including live chat, e-mail, and user reviews. Additionally, collaborate with key stakeholders and teams to scope business needs required in order to define and deliver implementation of tools and processes to improve the customer experience. The Customer Onboarding Manager will be a leader of change management, driving people, processes, and initiatives to optimize an organization-wide customer experience.

    What you will do

    • Lead a global staff of Onboarding Specialists
    • Lead day-to-day Onboarding operations across multiple lines of business groups and service channels ensuring proper turnaround time and customer satisfaction
    • Manage and deliver on the Onboarding KPIs
    • Lead team to research, analyze, and recommend processes/operations to improve the customer’s overall experience
    • Set onboarding strategies for the different customer segments and follow through on the execution of initiatives and objectives
    • Optimize the entire post-sales customer journey to create loyalty and influence churn
    • Optimize the training and onboarding of new accounts, users, and system features to ensure customer satisfaction
    • Measure and observe customer engagement and satisfaction and incorporate those findings into product, CS and CX team developments
    • Participate in exploration, evaluation, and integration for new platforms, tools, and technologies to scale the business
    • Build and configure campaigns, automations, and self-help solutions to create a high-quality experience for a variety of audiences, use-cases, and permissions.
    • Handle and drive resolutions for technical and product-related escalated issues.
    • Continuously improve team efficiencies by reducing manual tasks and streamlining process between multiple teams.
    • Drive the organization to improve customer operations for best-in-class customer experience delivery
    • Coach and mentor teams by encouraging continued professional learning and skill advancement
    • Routinely communicate with each team member on job performance related to their goals and objectives

    Who you are

    • You have a BA/BS degree
    • You have documented experience in implementing and managing SaaS onboarding experiences and teams
    • You enjoy structure and customer journeys that turns out the way you wanted
    • The project management skills you have gained over the years is what you influence others with
    • You are detail oriented and have a high level of accuracy
    • You take an active interest in opportunities to increase customer satisfaction and develop processes to impact that
    • You have a consistent track record of identifying customer needs and successfully implementing solutions
    • You are flexible, adaptive, and resilient. You also know how to get things done
    • You are passionate for technology and for being a part of a fast-growing SaaS company
    • You are able to role model core Avinode Group values
    • You are comfortable in working from home, but also value the in-person interaction with colleagues when getting together
    • You enjoy occasional business travel
    • You are articulate and communicate clearly and concisely in English
    • Industry knowledge is a plus

    How to apply

    Sounds like a fit for you? Please send us your CV via e-mail to [email protected]