Onboarding Manager

MS Shift is seeking an enthusiastic and customer-focused Onboarding Manager to lead the onboarding process for new clients. In this role, you will be responsible for guiding new customers through the setup and implementation of our SaaS platform, ensuring they derive value from our solution quickly. You’ll collaborate closely with Sales, Customer Success, and Product teams to provide a tailored and exceptional onboarding experience.

Key Responsibilities:

• Customer Onboarding: Lead the onboarding process for new clients, ensuring they are set up for success by understanding their needs and goals.
• Training & Education: Provide hands-on training sessions, webinars, and resources to help customers become proficient with the platform.
• Implementation Support: Assist customers in configuring and customizing the platform to align with their specific workflows and objectives.
• Customer Relationship Management: Build strong relationships with new clients, setting the foundation for long-term success and retention.
• Feedback Loop: Collaborate with Product and Customer Success teams to gather insights and feedback from new users to improve the onboarding process and product.
• Process Optimization: Continuously refine onboarding workflows, documentation, and tools to improve efficiency and scalability.
• Metrics & Reporting: Track key onboarding metrics (e.g., time to value, adoption rates, churn during onboarding) and report progress to stakeholders.

Qualifications:

• 7 Proven experience in customer onboarding, customer success, or implementation within a SaaS or tech environment.
• 5 Strong project management and organizational experience, with the ability to manage Onboarding Specialists and Customers simultaneously.
• Excellent communication and interpersonal skills, with a knack for explaining complex concepts in a simple and engaging way.
• A customer-first mindset with a passion for delivering exceptional service.
• Familiarity with CRM and project management tools (e.g., Salesforce, HubSpot, Asana, or similar).
• Analytical mindset with experience tracking and reporting on key performance indicators.
• Bachelor's degree in business, technology, or a related field.