Senior Onboarding Manager
Full-time remote position
As the leader of customer onboarding at Staffing Referrals, you will be instrumental in designing and implementing our customers' onboarding and training experience. You will educate leading staffing agencies on using the Staffing Referrals platform, guide them through to a successful launch, and advise them on continuing to grow their referral program.
Part coach, project manager, consultant, and product specialist, you will help our customers improve their recruiting processes so that they can scale their business faster.
As the onboarding specialist, you will ensure that customers launch confidently, adopt our platform enthusiastically, and continually drive business value from their new automated referral management (ARM) platform.
You will also identify and define potential use cases for new feature development while working with account executives on pre-sale activities like pilot engagements that position customers for long-term success.
Staffing Referrals has a positive, diverse, and supportive culture — we look for people who are curious, inventive, and work to be a little better every single day. Together, we aim to be smart, humble, hardworking, and, above all, collaborative.
About the role
The onboarding specialist role is remote, with 10% of the time spent traveling to team and industry events. The role will include working with customers during the onboarding process and beyond.
What you'll do:
- Manage the entire onboarding process for new customers, beginning to end. You'll be involved from sales handover to configuration to training, ensuring customers roll out the platform as quickly and effectively as possible.
- Provide world-class service to staffing companies operating in many industry verticals.
- Deliver training sessions that educate and enable new users, effectively illustrating the benefits of the software, communicating the value of Staffing Referrals to customers, and instilling confidence and belief in the product.
- Enhance current onboarding and account management processes.
- Nurture clients towards a successful implementation using intimate knowledge of the staffing industry and the product.
- Go above and beyond to ensure customers are comfortable using the software by delivering training and catch-up sessions and guiding them through best practices and steps to success.
- Bring your personality to develop rapport and meaningful relationships, build connections, and gain trust with customers.
- Use reporting and analytics to provide insights into account growth that will enable you to take responsibility for customer performance and meet revenue targets.
- Collect product feedback from customers and share it with the relevant teams, manage requests through to completion, and communicate product changes to the customer.
- Be proactive, staying ahead of the curve in understanding the staffing industry and our customers' needs to remain the market-leading referral automation platform.
- Manage customer expectations, staying aligned with Staffing Referrals processes and protocols.
- Resolve time-sensitive and high-pressure queries.
- Take responsibility and initiative to ensure that customers always feel supported.
Our expectations:
- Bring an owner mindset and the ability and inclination to be hands-on in all aspects of the role.
- Have the capacity to understand a client's business wants and needs.
- Juggle priorities effectively and thrive under pressure.
- Exhibit strong presentation, organization, and time management skills.
- Exercise exceptional oral and written communication skills.
- Practice meticulous attention to detail.
Experience requirements:
- Experience working across various teams (e.g., sales, marketing, and support).
- 3+ years of onboarding experience, account management, or other customer success programs.
- 2+ years of experience in a B2B SaaS platform environment.
- HubSpot experience is desirable.
- Staffing industry experience is desirable.
Why join our team:
- We believe everyone can grow faster.
- We help our customers grow their businesses faster. We are not a traditional SaaS business. We're a strategic partner who cares, puts our clients first, and is committed to helping our customers win.
- Every person on our team is dedicated to personal and professional growth. We're a team of ultramarathon runners, competitive bridge players, and education junkies.
Our ethos:
- Always strive to deliver more than expected.
- Do it right — every detail matters.
- Find a way.
- Push yourself to be better every day.
- Be honest and humble.