Onboarding Manager

Dash Social; Vancouver; On-site; CAD 50,000 - 90,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Onboarding Manager, der Kunden durch den Onboarding-Prozess führt und sicherstellt, dass sie die Software effektiv nutzen. In dieser Rolle werden Sie eng mit verschiedenen Teams zusammenarbeiten, um sicherzustellen, dass die Kunden ihre Ziele erreichen. Sie bringen technische Fähigkeiten und hervorragende Kommunikationsfähigkeiten mit, um Vertrauen aufzubauen und Kunden zu unterstützen. Ein flexibles Arbeitsumfeld und zahlreiche Vorteile erwarten Sie, während Sie Teil eines engagierten Teams werden, das sich für Vielfalt und Inklusion einsetzt.

Benefits

Urlaubstage und persönliche Tage

RRSP-Matching

Jährliche mentale Gesundheitsleistung

Vierteljährliche Wellness-Leistung

Spendenmatching-Programm

Elternzeit-Zuschuss

Home-Office-Vorteil

Flexible Arbeitszeiten und -orte

Teambildungsaktivitäten

Qualifications

• 2-4 Jahre Erfahrung in kundenorientierten SaaS-Rollen.
• Ausgezeichnete Kommunikations- und Organisationsfähigkeiten.

Responsibilities

• Leitung neuer Kunden durch den Onboarding-Prozess über 30 bis 90 Tage.
• Bereitstellung von Produktschulungen und Workshops für Kunden.

Skills

Kundenorientierung

Technische Fähigkeiten

Kommunikationsfähigkeiten

Organisationsfähigkeiten

Zusammenarbeit

Tools

Mixpanel

Looker

Job description

As an Onboarding Manager on the Customer Success team, your primary function is to guide prospects and customers through their onboarding period with Dash Social. You will look to prove value as the customer-facing product and onboarding expert on the Dash Social team. You will work closely with our Account Management and Account Executive teams to ensure that our customers have consistent adoption habits to achieve outcomes with our software that align with their business objectives. You will also work closely with our Product and Product Marketing teams to stay current on all of Dash Social's product offerings.

Qualifications

Desired Skills and Experience

The ideal candidate is experienced in customer-facing roles, with strong technical skills, and the ability to effectively adapt to a fast-paced, rapidly changing industry and company. We require exceptional communication and organizational skills in order to build and maintain the trust of our existing customers. Ability to collaborate well across internal teams and is comfortable expanding their role parameters as needed to get the job done.

• 2-4 years of relevant work experience in SaaS client-facing roles.
• A confident self-starter and motivated individual.
• Comfortable creating and seeing through long-term plans.
• Exceptional communication skills in order to build and maintain the trust of our existing and prospective customers.
• Ability and desire to collaborate well across internal teams.
• Exceptional organizational skills.
• Ability to craft messaging that will re-engage a user.
• Be invested in personal growth and hungry to learn new skills.
• Experience with virtual meetings is required.

Don't meet every qualification? Research shows that equity-deserving groups like women and people of colour are 20% less likely to apply to jobs unless they are 100% qualified. Dash Social is committed to diversity, equity, and inclusion by representing the diverse communities we serve. Our culture values differences and ensures that every current and prospective team member has equitable access to opportunities to succeed. If you are interested and excited about this role but your qualifications don't match up perfectly, we encourage you to still apply. You may be the best candidate for this role.

Responsibilities

Customer and Prospect Facing

• Guide all new customers through a 30 to 90-day onboarding flow, ensuring they meet usage and adoption requirements.
• Provide product training, feature demonstrations, and workshops to existing and prospective customers during their onboarding and trial periods.
• Work with Account Owners to identify prospect's unique goals to ensure the onboarding flow and objectives align for each customer.
• Provide industry and brand-specific examples and best practices.
• Demonstrate a clear understanding of the technical aspects of the Dash Social platform.
• Provide accurate and timely answers to questions from customers and prospects regarding the functionality of the Dash Social platform.
• Act as the customer's main point of contact for all platform-related inquiries during their onboarding period.
• Identify and surface growth and expansion opportunities during the onboarding phase.

Internal Duties

• Monitor and report on the usage and workflows of customers, during their onboarding period via Mixpanel and Looker.
• Track bugs and customer question trends during the onboarding and trial period.
• Strategize new use cases and tactics to increase adoption during the onboarding and trial periods.
• Provide accurate and detailed customer feedback to the Product team.

Collaboration

• Provide customer onboarding, product training, feature demonstrations, and workshops to existing and prospective customers during their trial and onboarding periods.
• Be the expert in the customer onboarding period and relay feedback on the process to leadership and cross-departmentally (Product Marketing, Content, Account Owners).
• Collaborate with your fellow Onboarding Managers to ensure we provide industry-leading client service.

Additional Information

At Dash Social, we strive to build great solutions that solve real problems for marketers and are unabashed about our unique ability to be the best at what we do. To achieve our goals as a company and provide a service to our customers that is unmatched, collaboration and support among the team is what propels us forward.

Dash Social would not exist without the dedicated employees who contribute their unique skills, voices, and ideas to the company's long-term success. Building a diverse and talented team is an integral part of creating an innovative and well-rounded product and work environment.

Dash Social's hiring practices and company culture does not condone discrimination based on race, religion, colour, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

Employee Benefits

At Dash Social, our team is our competitive advantage. We are committed to supporting one another and work hard to ensure everyone has the support they need. In addition to a competitive compensation package as well as health and dental benefits for you and your family, you can also expect:

• Vacation, personal days and sick time
• RRSP matching
• Annual mental health benefit
• Quarterly wellness benefit
• Donation matching program
• Parental leave top-up plan
• Work-from-home benefit
• Flexible working hours and location
• Departmental and team-wide bonding activities