Customer Onboarding Manager, AffiniPay
CASEpeer
The pay range for this position is between $25 - $27 per hour. Mid-year and end-of-year bonuses and equity options
Essential tools for professionals
Job no longer available
Essential tools for professionals
501-1000 employees
Job no longer available
The pay range for this position is between $25 - $27 per hour. Mid-year and end-of-year bonuses and equity options
501-1000 employees
Company mission
To empower people to pursue their passion.
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. 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 AffiniPay to serve upwards of 150,000 professionals across legal, accounting, construction, design and association.
Recently, the company secured a significant investment from Genstar Capital that will fuel its next chapter of growth. This includes investing in innovation and the further extension of its suite of solutions.
Steph
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Robust 401(k) plan
- Bonus programs based on performance and tenure
- Fantastic amount of swag and food
- Happy hours, quarterly events, as well as virtual and in-person team building
- Continuing career development and education programs
- Award program with the chance to go on once-in-a-lifetime annual incentive trips
- Frequent company-wide volunteering events to give back to our communities
- Annual charity contribution matching program for the organization of your choice
- Opportunity to share in the success of the company through our employee option program
Company HQ
Davenport Ranch West, Austin, TX
Leadership
Dru Armstrong
(CEO, not founder)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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