Senior Customer Onboarding Manager, Justworks
Salary not provided
$41.35 per hour
Mid and Senior level
New York
Business operations platform
Open for applications
Business operations platform
1001+ employees
FintechB2BEnterpriseHRCompliancePaymentsSaaS
Open for applications
Salary not provided
$41.35 per hour
Mid and Senior level
New York
1001+ employees
FintechB2BEnterpriseHRCompliancePaymentsSaaS
Company mission
Justworks' mission is to help entrepreneurs and businesses grow with confidence.
Role
Who you are
- You are driven by a deep passion for Justworks customers and empowering small businesses to thrive. Empathetic, diligent, and resourceful, you excel in navigating the needs of clients with care and precision.
- As someone who excels in an environment of rapid change and growth, you know how to organize and prioritize your workload. You are a lifelong learner and genuinely enjoy learning how and why things work. You thrive on coming up with creative solutions to any problems you face
- Minimum of 3 years of professional experience in a customer facing role
- Ability to explain complex products or services in a way that can be easily understood and make customers feel confident in our company and product
- Excellent organizational, written and verbal communication skills
- Strong attention to detail with ability to manage competing priorities and multitask
- Ability to work as part of a team and be resourceful and adaptable
- Ability to mentor teammates and foster a collaborative, supportive, and high-performing team environment/culture
- Aptitude for learning new products and subject matter, and helping others learn as well
- Willingness to dive right in and affect change
- Passionate about a career path serving customers
What the job involves
- As a Senior Customer Onboarding Manager your main responsibility is to expertly guide complex customers in addition to our small business customers through their transition to Justworks to ensure their long-term success on the Justworks platform
- You will work closely with your accounts and act as an extension of their teams throughout their onboarding experience
- This is an opportunity for an experienced Onboarding Manager to advance your career and provide additional support to a growing team
- You view yourself as a trusted partner for our customers, and product experts that they rely on during implementation
- Customer Onboarding Managers play a crucial role as the bridge between Sales, Operations, and Customer Success to set the stage for a long-lasting and successful customer relationship
- Effectively manage the customer onboarding process from time of sale through first payroll for complex customers
- Work closely with the Sales and Customer Success teams to ensure smooth and continuous service between phases of the customer lifecycle
- Embrace a proactive, service-first approach to anticipate and meet client needs, setting the tone for exceptional service
- Consistently communicate onboarding status and deadlines to ensure customers meet their deliverables and feel confident in Justworks
- Lead customized introduction calls to establish rapport, understand client goals, and pave the way for a successful partnership
- Engage onboarding specialists as needed, leveraging their expertise to address specific client needs or challenges
- Facilitate comprehensive payroll calls to ensure accurate and timely payroll processing
- Make certain that the customer has a clear and comfortable understanding of the Justworks platform and service through product walkthroughs and training calls
- Encourage customers to engage directly in the Justworks platform to achieve a clear and comfortable understanding of all services and features available
- This will be accomplished through in depth product walkthroughs and ongoing training calls, allowing the customer to take the reins with your support and guidance
- Expertly explain complicated concepts (related to health insurance, compliance, taxes, etc.) in simple, user-friendly terms
- Embody the Justworks brand and advocate for your customers’ best interests with key stakeholders on other teams
- Creatively solve problems and navigate through roadblocks that come up due to unique customer needs
- Mentor new teammates, fostering a high-performing team environment/culture through your commitment to excellence and grit
- Model a growth mindset for the team
- Customer Focus - Build strong customer relationships and delivery customer-centric solutions
- Plans and Aligns - Breaks down objectives into appropriate initiatives and actions; stages activities with relevant milestones and schedules
- Collaborates - Building partnerships and working together with others to meet shared objectives
- Curious - The innate desire to learn, grow and understand
- As a Senior Customer Onboarding Manager, how results are achieved is paramount for your success and ultimately result in our success as an organization
- Good judgment - 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
- 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.”
Our take
Justworks operates in an increasingly crowded space of all-in-one business operation suites, that include tools like human resources, payroll, employee management, benefits, and others that businesses critically need to operate as they scale.
Globally, human resource management has become an extremely fertile field, worth over $20 billion annually and predicted to grow to over $50 billion annually by 2030 - creating great opportunity for Justworks to continue to grow. The company is regarded as a market leader, but does see competition in the shape of Paychex Flex, Rippling, Paylocity, and TriNet, among others.
Solutions delivered by Justworks have proven to be extremely popular with SMEs, and this has not gone unnoticed by investors, with the company picking up exceptional amounts of funding. Justworks is known to have sights on going public, though action towards this end has been delayed until global mass-market conditions have settled from a period of volatility. However, the company's acquisition of
Steph
Company Specialist at Welcome to the Jungle
Insights
Top investors
24% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Nov 2023
$16.9m
LATE VC
Jan 2020
$50m
SERIES E
Total funding: $159.9m
Company benefits
- Paid volunteer work.
- Paid parental leave.
- Work from home opportunities.
- Medical, dental, and vision insurance, plus access to One Medical, Kindbody, and Teladoc.
- Premium access to Headspace, ClassPass stipends, and webinars to support your overall wellness on topics like nutrition, budgeting, mindfulness, and more.
- All Justworks offers include equity, and Justworkers can continue to earn more over time with promotions and tenure.
- Extensive learning & development opportunities through workshops, ExecOnline, Udemy, and BetterUp coaching.
- Engineering Apprenticeship program that supports internal movement and growth
Company HQ
Fulton Ferry District, NY
Leadership
Isaac Oates
(Executive Chair)Experience as a Senior Product Manager at Amazon before founding Adtuitive and serving as COO for a year. Left this position to spend 3 years as a VP at Etsy, before founding Justworks.
Salary benchmarks
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