The Position

Manager, Customer Onboarding

What We Need

A Manager of Customer Onboarding who will be responsible for managing a high performing team of Implementations Specialists focused on improving the customers onboarding journey, driving product adoption, and usage while achieving the customers’ business goals and desired outcomes. The Manager of Customer Onboarding will also be responsible for developing new processes to help reduce redundancies and level of effort through automation, implement operational efficiencies, increase customer satisfaction, and maintain day to day operations. You will collaborate closely with Sales and post sales departments (Customer Education, Technology, Product, Support) to execute strategic functional and business goals focused on customer development, retention, and expansion. You will maintain a deep knowledge of customer success, the healthcare technology industry, and our product and role in the market.

Your Area of Focus

• Lead and develop a team of high performing employees
• Ensure high quality customer experience to new and existing customers
• Build a creative and innovative culture and a passion for providing an exceptional customer experience 
• Build strategic relationships and position yourself as a trusted advisor to key customers and stakeholders
• Maximize employee engagement and skills development within their teams 
• Own your team’s metrics and drive the plan to attain and exceed them
• Improve platform and services adoption rate and minimize customer and revenue churn 
• Identify and take action on bottlenecks and areas of improvement within customer success teams
• Collaborate with cross functional teams across the company on pre and post onboarding hand off
• Drive organizational health framework adoption into your team
• Maintain a deep knowledge of customer success, Healthcare technology (HIT), product, and role in the market

Your Professional Qualifications

• Bachelor’s degree or equivalent experience
• 7+ or more years’ experience working in Customer Success leadership related role, preferably at a SaaS healthcare technology company
• Demonstrated ability leading a customer facing team – strong people management, coaching, and development experience
• Successful track record working with small, medium, and large (enterprise), multi-location accounts
• A strong team player, a self-starter who thrives in a fast-paced, high-growth environment
• Ability to use quantitative and qualitative data to identify opportunities
• Ability to quickly understand, assess and address customers' challenges and effectively work towards resolution
• Ability to effectively research customer complaints and be open to providing solutions to problems
• Strong knowledge and experience with EHR/PM and healthcare technologies is preferred

Our Values

•  Passionate - Be Passionately Driven: We take pride in our work, inspire others to excel, and are dedicated to solving tough problems in healthcare. We hold ourselves to the highest standards. And we work with urgency because what we do matters.
•  Customer-Focused - Dedicated to Customer Success: Helping our customers succeed directs every action we take. We’re committed to helping their practices run smoother so their patients can thrive. We are solution-oriented and aligned with their needs.
•  Collaborative - Together We’re Better: Great teams are collaborative, selfless, hardworking, and dedicated. We are willing to do what it takes to get the job done so we can accomplish more together.
• Growing - Constant Growth: We strive to have a growth mindset in all we do. We reject the status quo. We take a unique approach and make every effort to bring clarity to a needlessly complex industry. We are creative problem solvers that believe in making things better.

Kareo is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.