Customer Onboarding Manager, 8am

CASEpeer

Salary not provided

The pay range for this position is between $25 - $27 per hour. Mid-year and end-of-year bonuses and equity options

Hubspot

Zoom

Junior and Mid level

Remote from Canada, US

Professional business platform for client-focused professionals

Job no longer available

Professional business platform for client-focused professionals

501-1000 employees

FintechB2BInternal toolsPayments

Job no longer available

Salary not provided

The pay range for this position is between $25 - $27 per hour. Mid-year and end-of-year bonuses and equity options

Hubspot

Zoom

Junior and Mid level

Remote from Canada, US

501-1000 employees

FintechB2BInternal toolsPayments

Company mission

To empower professionals with the most trusted, innovative technology to deliver world-class outcomes for their clients and exceptional financial results for their business.

Job

Company

Role

Who you are

This is the ideal opportunity for motivated individuals who provide excellent customer service while maintaining an organized queue of internal tasks
Successful Onboarders have a passion for leading and helping others, operational agility and a blend of technical and interpersonal skills
2+ years SaaS Client Success, onboarding or client management experience
Personal injury legal experience preferred
BA/BS/BE degree required
Quarterly travel to train law firms in person
Exceptional customer relationship building skills
Excellent written and oral communication skills
Strong analytical capabilities for advanced problem-solving
Demonstrable leadership skills
Ability to influence decision-making and change
Highly organized and strong ability to multitask
Have a passion for leading and helping others, operational agility and a blend of technical and interpersonal skills
Ability to display good judgment
Ability to work cross-functionally in a fast-paced environment
Ability to follow through on tasks until completed
Ability to develop trusted relationships and find creative solutions
High degree of flexibility
Personal Injury legal experience is highly preferred

What the job involves

The Onboarding Manager helps to set a law firm up for success
The best candidates are great customer relationship builders
The role is to ensure a successful onboarding for new customers as they transition to AffiniPay's case management software, CASEpeer
This is the most important phase of the customer lifecycle, and the Onboarding Manager is responsible for establishing the solid foundation that drives customers’ future successes
Onboarding Managers work in conjunction with the rest of the Client Success Team to ensure customers are implemented and onboarded successfully, set up for long-term success, able to realize value quickly and become daily users of the CASEpeer product and value-added services
New hires complete a formal training program to develop extensive product knowledge, which is invaluable for future career opportunities at AffiniPay
Master the product through a formal onboarding program and continued learning
Prepare and lead customer onboarding experience assessing customer needs, and customizing onboarding experience to maximize utilization and delight
Proactive outreach to ensure customer success
Provide timely response to customer inquiries via phone, email, chat and tickets
Enhance customer satisfaction by providing distinctive service in all interactions
Establish a trusted advisor relationship to ensure customer satisfaction
Utilize Zoom to provide efficient face-to-face customer service
Utilize Hubspot to manage customer interaction and inquiries
Partner with Sales, Product and Services teams to define ongoing best practices for onboarding tasks
Serve as a brand ambassador to create promoters within industry
Represent Onboarding department at offsite training and or customer conferences with customers and prospects
Advocate for our clients while capturing customer feedback and reporting requests to Management and Development teams
Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
Various intermittent responsibilities to support the team including, but not limited to Q&Aing bugs and new releases and creation of templates to help with firm automation

Our take

Many professionals find their time taken up by administrative tasks and operational processes, leaving them fewer hours to focus on the work they love. 8am (formerly AffiniPay) supplies finance, payments and management software to make these processes swifter and easier, saving users precious time.

The company has a wide range of products including payments and reporting for accountants, legal case management software, and operations assistance for nonprofits. This broad scope allows 8am to serve a myriad of professionals across legal, accounting, construction, design and association.

The company has seen significant investment which has allowed it to grow, innovate and extend its suite of solutions. Its rebrand to 8am followed a series of acquisitions through which it expanded its scope - with the various products now delivered under one unified brand.

Steph

Company Specialist at Welcome to the Jungle

Company

Company benefits

Wide range of affordable, company-supported medical, dental, vision, and disability plans
Reimbursements for whatever helps you bring the WOW, whether that’s health and wellness or learning
Mental health support and an Employee Assistance Program
Access to cutting-edge conferences, professional manager coaching and ongoing professional development
Bonuses and unit options as part of our total rewards packages
Team meetings, company-wide all-hands, and offsite events
Office, remote & hybrid work options

Company HQ

Davenport Ranch West, Austin, TX

Leadership

Dru Armstrong

(CEO)

Advisor for Women@Austin and Board Member at YPO. Former CEO of Grace Hill, and co-founded and was CEO at Lily Pod.

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