What are the responsibilities and job description for the Senior Manager, Customer Onboarding position at Tekmetric?
About Tekmetric
Tekmetric is a cloud-based auto-repair shop management system with an easy-to-use workflow and a modern approach to customer care. Tekmetric champions transparency, integrity, innovation—and above all—a service-mentality that puts customers first.
Founded in Houston, Texas in 2015, Tekmetric has been providing reliable, fast customer service to shops from day one. Our team is growing quickly, but our service philosophy of listening to customers still remains a core value.
We’re looking for hungry candidates to help us strengthen our industry-leading team. We’re building our software to be more intuitive. We’re building more integrations that make our customers’ lives easier. We’re building better internal processes to make our globally distributed organization run more smoothly. We’re building stronger relationships with the best and brightest partners in our industry.
Our customers love our products. We love serving them. And we love the journey we’re on together.
Come build with us!
What You’ll Do
- Lead and manage a team of Customer Onboarding Managers, ensuring a high level of customer service, TTV, and satisfaction.
- Work with customers in the mid-market and enterprise segments, coordinating with management and leadership at all level
- Develop and implement onboarding processes and strategies that are efficient, scalable, and tailored to different customer segments.
- Collaborate with sales, product, customer success and support teams to ensure a cohesive customer journey from initial sale to full product adoption.
- Monitor customer feedback and onboarding metrics, using this data to continuously improve the onboarding experience.
- Conduct regular training sessions for the onboarding team to keep them updated on product changes and best practices.
- Work closely with clients to understand their business needs and tailor the onboarding experience accordingly.
- Establish clear communication and project management protocols to ensure timely and successful implementations.
- Identify upsell and expansion opportunities during the onboarding process and collaborate with the sales team to capitalize on these opportunities.
- Manage customer expectations and address any issues that may arise during the onboarding process.
What You’ll Bring
- Bachelor’s degree in business, communication, or a related field.
- 3-5 years of people management experience
- 5 years of experience in customer success, account management, or a related field within the SaaS industry.
- Proven track record of managing teams, improving customer onboarding processes, and meeting target KPI’s for the business
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members.
- Data-driven mindset with a strong analytical approach to problem-solving.
- Ability to work in a fast-paced, dynamic environment.
Who You Are
Successful candidates will also demonstrate many of the characteristics that our core values represent:
- Build things that matter:
- You have a love of building something new or improving on current processes and care about making a positive difference.
- We’re all entrepreneurs:
- You love learning new things and are comfortable working in a startup-like, dynamic environment -- moving quickly, even in the face of ambiguity. You are a self-directed leader who can jump in, structure their own work, and figure out how best to execute a plan yourself and with others. At Tekmetric our leaders are all players and coaches.
- Yes before no:
- You keep an open mind and are excited about new ideas and helping others actualize their ideas. You are intellectually curious and analytical in a strategic context.
- We matter to each other:
- You care about people and see the success of one is success for us all. You are a highly ethical individual with unquestioned integrity and the experience, confidence, and stature to protect confidential information in a growing company.
What We Offer:
Healthcare Insurance and Leave:
- Flexible and remote work opportunities
- Generous PTO
- Exceptional leave programs for all of life’s moments: maternity, paternity and parental bonding, as well as medical leave to care for yourself or loved ones
- Excellent Medical, Dental, Vision and Prescription Drug Coverage
Financial Benefits:
- 401(k) Retirement Savings Plan with a 6% Match
- Employer covered STD, LTD, Life and AD&D Insurance Programs
- Up to $60 monthly for wellness expenses and activities
- Continuing Education
Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!
Tekmetric is an equal opportunity employer. We hire hard working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
