Onboarding Lead - 19846

somewhere; Deutschland; Vor Ort; EUR 31.474 - 41.965; Vollzeit

Zusammenfassung

somewhere is seeking an Onboarding Lead to enhance onboarding processes and coach team members. This hybrid role involves operational excellence to drive successful patient outcomes. The ideal candidate will lead a team, manage client relationships, and focus on ensuring a positive customer experience throughout onboarding.

The role requires strong leadership, communication skills, and experience in managing customer success or onboarding teams, ideally within a healthcare context.

Qualifikationen

• Experience leading or coaching customer-facing teams.
• Strong performance management and coaching abilities.
• Comfortable working in rapidly evolving environments.

Aufgaben

• Lead and support a growing onboarding team.
• Monitor onboarding metrics and identify trends.
• Ensure customers receive a positive and supportive experience throughout onboarding.

Kenntnisse

Coaching skills

Communication skills

Analytical mindset

Project management

Jobbeschreibung

LOOKING FOR STELLAR TOP CANDIDATES

Position: Onboarding Lead

Working Hours: Full-Time │ Monday - Friday 9:00 am - 5:00 pm EST

Search Location: South Africa or Philippines

Salary: $2,000 USD base salary + Performance Incentives (OTE approximately $3,000 USD per month)

The Final Salary Offer depends on the client’s decision, interview results and experience.

About the Client:

A Company that provides innovative healthcare technology solutions.

About the Role:

We are seeking an Onboarding Lead to improve onboarding performance, coach team members, and create scalable processes that drive successful patient outcomes. This is a hybrid leadership role combining coaching, operational excellence, quality assurance, and performance management.

Role Responsibilities

Team Leadership & Coaching:

• Lead and support a growing onboarding team.
• Conduct daily call reviews and quality assurance assessments.
• Coach onboarding specialists to improve performance and customer outcomes.
• Deliver feedback, training, and ongoing development initiatives.
• Help design and implement performance incentive programs.

Operational Excellence:

• Monitor onboarding metrics and identify trends.
• Optimize onboarding workflows and customer journeys.
• Identify recurring issues and escalate findings to leadership and technology partners.
• Partner with vendors and internal stakeholders to improve onboarding success rates.

Customer Experience:

• Support onboarding and retention activities as needed.
• Troubleshoot complex onboarding scenarios.
• Help improve onboarding scripts, workflows, and customer communications.
• Ensure customers receive a positive and supportive experience throughout onboarding.

Requirements

• Previous experience leading or coaching customer-facing teams.
• Experience in sales leadership, onboarding leadership, customer success leadership, or call center management.
• Strong performance management and coaching abilities.
• Analytical mindset with experience using metrics to drive improvements.
• Excellent communication and interpersonal skills.
• Strong organizational and project management skills.
• Comfortable working in rapidly evolving environments.
• Experience creating or improving operational processes.

Preference

• Experience in healthcare, healthtech, SaaS, customer success, or contact center.
• Experience conducting QA reviews and coaching sessions.
• Experience managing onboarding or implementation teams.
• Experience working with remote teams.
• Familiarity with KPI management and incentive design.