Onboarding Success Manager

Henry Schein One UK; Surrey; On-site; CAD 70,000 - 78,000; Full time

Job summary

Join a leading company as an Onboarding Success Manager, where you will oversee the onboarding process for new customers to achieve a seamless adoption of practice management products. This pivotal role requires strong project management skills, effective communication, and a customer-centric approach, ensuring that our clients are set up for long-term success.

Benefits

3% RRSP matching

3-week paid vacation, growing to 5 with tenure

Unlimited paid flex days

Paid Birthday off

Qualifications

• Minimum 3 years’ experience in project management or similar role.
• Demonstrated success in managing customer relationships.
• Strong organisational skills with attention to detail.

Responsibilities

• Manage onboarding customer experience post-sale.
• Develop onboarding success plans and hold stakeholders accountable.
• Ensure all onboarding tasks are completed in a timely manner.

Skills

Project Management

Customer Onboarding

Communication

Organisational Skills

Problem-Solving

Education

PMP Certification

PRINCE2 Certification

Tools

Jira

Hubspot

LMS Platforms

MS Office

Slack

Job description

1 week ago Be among the first 25 applicants

How You’ll Make An Impact

As an Onboarding Success Manager you are accountable for delivering an effortless onboarding experience for new customers, ensuring a seamless transition from sale through to adoption of our practice management products.

How You’ll Make An Impact

As an Onboarding Success Manager you are accountable for delivering an effortless onboarding experience for new customers, ensuring a seamless transition from sale through to adoption of our practice management products.

This is a pivotal role that sets-up our customers for long-term success through clear expectation management, detailed project management, effective communication, and ongoing process improvement.

For us, the Onboarding Success Manager is the ‘centre of gravity’ for onboarding; they are the single point of contact who pulls in the right teams at the right time to deliver the best outcome for our customers.

What You'll Do

Own the onboarding customer experience :

• Meet with customers immediately post-sale, understand their needs and how to best onboard them

Partner with the customer to establish an agreed onboarding success plan, and make decisions that lead to the best customer outcomes

• Make sure we deliver upon our commitments and intervene where needed to keep the customer onboarding on course.

Deliver the onboarding success plan :

• Developed in partnership with customers, you will manage and hold stakeholders to account for achieving the plan, including key milestones
• Ensure all onboarding tasks are completed within the agreed-upon timeframes.
• Monitor progress and adjust as necessary to stay on track.

Keep customers engaged :

• Be the single-point-of-contact for new clients throughout the onboarding phase
• Starting with a warm handover from Sales, to leading regular review meetings with customers and internal teams as work progresses, providing updates and addressing any concerns.
• Develop and maintain strong relationships with customers to understand their needs and expectations, and gather insights to help product teams develop new onboarding tools
• Continuously evaluate and provide feedback to help improve onboarding processes and enhance efficiencies
• Mitigate issues but take the time to map out what needs change in order to not repeat the same mistakes.
• Be a critical feedback loop for our product and operational teams to identify areas for improvement.

Be the voice of our onboarding experience :

• Work closely with sales, customer success, and product teams to constantly challenge and evolve the overall customer experience
• Share customer feedback and requests for new features with the product team
• Coordinate with Customer Success and Support teams to ensure a smooth transition from adoption to use.

What You’ll Bring With You

• Min 3+ years’ experience in project management, customer onboarding, or a similar role, preferably in a SaaS or technology-driven environment.
• Demonstrated success in managing customer relationships and delivering projects on time and to plan.
• Experience with change management and driving customer adoption of new technologies.
• Strong project management skills with proficiency in tools such as Jira, Hubspot, and LMS platforms, or similar tools.
• Excellent communication and interpersonal skills, with the ability to convey complex information clearly and effectively.
• Strong organisational skills and attention to detail, with the ability to manage multiple customer onboarding projects simultaneously.
• Problem-solving mindset with the ability to think strategically and identify innovative solutions.
• Proficiency in using office software (e.g. MS Office, Slite, Slack).
• Certifications in PMP, PRINCE2, or other project management certification is a plus, but not a requirement.

We try to make our process as simple as possible while still giving us opportunities to learn about each other.

• Short online behavioural and cognitive assessment.
• Interview with Hiring Manager

The posted range for this position is between $70,000 CAD - $ 78,000 CAD which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications & education etc.

Our benefits also include :

• 3% RRSP matching
• 3-week paid vacation, growing up to 5 weeks with tenure
• Unlimited paid flex days
• Paid Birthday off

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Human Resources

Software Development

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