Key skills
Customer Relationship BuildingImmigration Case Management SoftwareDocketWiseZoomSalesForceAI Tools and TechnologiesGoAISalesforceLeadershipCommunicationCustomer SuccessSales
About this role
8am is a professional business platform that supports client-focused professionals with innovative technology to enhance their operations and growth. The Customer Onboarding Manager role is responsible for ensuring a successful onboarding experience for new customers using immigration case management software, DocketWise, by building strong relationships and driving customer success. This position involves leading onboarding processes, coordinating with sales and product teams, and providing exceptional customer service to maximize customer satisfaction and product utilization.
Responsibilities:
- Master the product through a formal onboarding program and continued learning
- Prepare and lead customer onboarding experience assessing customer needs, and customizing onboarding experience to maximize utilization and delight
- Complete assigned tasks in an organized manner to ensure project deadlines
- Proactive outreach to ensure customer success during their first 90 days post-live
- Provide timely response to customer inquiries via phone and email
- Enhance customer satisfaction by providing distinctive service in all interactions
- Establish a trusted advisor relationship to ensure customer satisfaction
- Utilize Zoom to provide efficient face-to-face customer service
- Utilize SalesForce to manage customer interaction and inquiries
- Partner with Sales, Product and Services teams to define ongoing best practices for onboarding tasks
- Ensure all check-ins and go-live targets are executed on time
- All notes & fields are filled in throughout Onboarding for each firm
- Serve as a DocketWise brand ambassador to create promoters within industry
- Represent Onboarding department at offsite meetups and customer conferences with customers and prospects
Requirements:
- BA/BS/BE degree required
- Exceptional customer relationship building skills
- Excellent written and oral communication skills in English
- Strong analytical capabilities for advanced problem-solving
- Demonstrable leadership skills
- Ability to influence decision-making and change
- Highly organized and strong ability to multitask
- Have a passion for leading and helping others, operational agility and a blend of technical and interpersonal skills
- Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation