Manager, Onboarding

Who You Are

You have a passion for ensuring and providing the best possible service to customers and teams. You are a hands-on leader who enjoys optimizing and perfecting the customer onboarding processes. You are enthusiastic and creative, and your energy inspires and motivates those around you. You have a metrics-driven mentality and is always looking for processes and procedures to improve.

As the leader of our Customer Onboarding group, you will be responsible for guiding our Onboarding team members as specialists in the white-glove treatment and orientation of new customers here at Justworks. To be successful, you should be able to successfully collaborate with our Sales and Customer Success teams, in order to support customers through the entire onboarding process.You will be responsible for coaching, mentoring, and developing individual team members.

Your Success Profile

What You Will Work On

• Work closely with Sales and Customer Success teams to ensure seamless new customer onboarding
• Constantly focus on improving and optimizing the customer onboarding process
• Obsess over key metrics such as onboarding time, onboarding success and customer satisfaction
• Be responsible for publishing internal reports on onboarding effectiveness and upcoming customer launches
• Lead hiring and expansion of the Onboarding team as the company scales
• Work closely with our Training Manager to ensure that content is in place for successful new employee onboarding
• Handle general management responsibilities such as leading regular team meetings, generating weekly metrics reports, and conducting periodic performance reviews
• Establish best practices and provides recommendations to ensure that all accounts within area of responsibility meet the maximum quality setup standards prior to launch
• Other duties as needed based on department and/or organizational needs

How You Will Do Your Work

As an Onboarding Manager, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

• Good judgement - The exercise of critical thinking, analyzing and assessing problems and implications, identifying patterns, making connections of underlying issues, understanding risks and developing mitigation strategies, and taking ownership of the outcome.
• Detail-oriented - Exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.
• Foundational sales knowledge: The specific set of sales skills (prospecting, cold calling, nurturing, engaging, presenting, negotiating, closing etc) and knowledge (product, markets, trends, business etc) a salesperson possesses to enact the exchange of value between a buyer and the vendor.
• Results-driven: Consistently achieves results, even under difficult circumstances.
• Clear communication: The ability to articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• 3 years or more experience in a customer-facing role
• 2 years or more of prior management experience
• Customer service management experience, in an environment that has scaled quickly
• Prior experience implementing, explaining, and integrating technical programs for non-technical users. This includes clearly explaining processes and concepts
• Strong interest in the customer onboarding process at Justworks
• Metrics-driven mentality
• Strong attention to detail and a willingness to get in the weeds of support to resolve issues
• Interest in entrepreneurial environments and a desire to help build something meaningful
• Passion for service excellence
• Fosters collaboration with other teams i.e. Engineering, Product, Sales, and Customer Success etc.

The base wage for this position based in our New York City office is targeted at $122,000 per year.

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