Senior Onboarding Manager

Sorry, this job was removed at 04:11 p.m. (CST) on Wednesday, Nov 13, 2024
Hiring Remotely in Eastern, KY
Remote
76K-115K Annually
Internship
Big Data • Software
The Role

The Role

We are seeking a dynamic and experienced Senior Onboarding Manager, Cohort to lead training and enablement efforts, driving the successful implementation of Affinity software solutions. As a critical member of our Customer Success team, you will be responsible for ensuring our customers experience a seamless onboarding process, optimizing software adoption, and maintaining high levels of customer satisfaction. This role requires someone who can command a room, create training and enablement content, partner cross-functionally, and serve as a key advocate for both customers.

What you’ll be doing:

Drive Successful Implementations: Lead the onboarding of customer cohorts, ensuring a smooth and efficient implementation process. Maintain focus on key metrics, such as customer adoption, health scores, and satisfaction.

Customer Relationship Building: Foster strong relationships with customers, acting as a trusted advisor and resource during onboarding. Ensure customers are set up for long-term success by reinforcing healthy usage best practices.

Cross-functional Collaboration: Work closely with Sales, Customer Success, Marketing, and Support teams to meet customer needs and align onboarding strategies with broader business objectives.

Customer Advocacy: Serve as a customer champion, advocating for their needs and feedback within the organization. Drive continuous improvements to the onboarding experience based on customer insights.

Data-Driven Optimization: Leverage data to analyze and optimize customer adoption, health scores, and churn mitigation strategies. Proactively identify challenges and bottlenecks within implementations or product adoption, and develop innovative solutions to resolve them.

Leadership & Mentorship: Actively coach and mentor team members, sharing best practices and driving excellence in cohort onboarding. Lead departmental initiatives aimed at improving processes and procedures.

Project Management: Own the end-to-end management of customer implementations, including project planning, execution, and monitoring. Ensure deadlines are met and projects stay on track for successful completion.

Change Management: Develop and execute change management processes to support customers through transitions, upgrades, or new feature rollouts, ensuring a smooth experience.

Adaptability: Adjust strategies based on customer segments, learning styles, and evolving requirements, ensuring personalized onboarding experiences across a diverse customer base.Consult: Identify areas of opportunity and consult customers on best practices, proactively anticipate challenges and drive long-term solutions. 

Qualifications:

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Affinity, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t perfectly align with the qualifications above, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

  • 5 years or more experience implementing or consulting clients on SaaS solutions.
  • Experience with 1:many onboarding methodologies and a passion for advocating industry best practices.
  • Proven experience in onboarding, customer success, customer support, or training roles with a strong focus on customer satisfaction and product adoption.
  • Exceptional ability to lead cross-functional teams and communicate complex information clearly and persuasively to customers and internal stakeholders.
  • Strong project management skills with the ability to balance multiple initiatives and meet deadlines.
  • Deep understanding of customer success metrics, including adoption, health scores, and churn mitigation.
  • Understanding of the venture capital, investment banking, and broader financial services ecosystem: industry dynamics, key stakeholders, and trends. This knowledge will enable effective collaboration with clients from these sectors and help align onboarding strategies with their unique business needs and objectives.
  • Demonstrated ability to coach, mentor, and develop team members.
  • Exceptional critical thinking and problem-solving skills, with the ability to diagnose and resolve challenges during the onboarding process.
  • A customer-first mindset with an unwavering focus on delivering an exceptional onboarding experience.
  • Strong organizational skills with a track record of implementing process improvements and driving business efficiencies.

What you’ll enjoy at Affinity

  • We live our values as playmakers who are obsessed with learning, care personally about our colleagues and clients, are radically open-minded, and take pride in everything we do.
  • We pay your medical, dental, and vision insurance with comprehensive PPO and HMO plans. And provide flexible personal & sick days. We want our team to be happy and healthy :) 
  • We offer a 401k plan to help you plan for retirement.
  • We provide an annual budget for you to spend on education and offer a comprehensive L&D program – after all, one of our core values is that we’re #obsessedwithlearning! 
  • We support our employee’s overall health and well-being and reimburse monthly for things such as; Transportation, Home Internet, Meals, and Wellness memberships/equipment.
  • Virtual team building and socials. Keeping people connected is essential.

Please note that the role compensation details below reflect the base salary only and do not include any variable pay, equity, or benefits. This represents the salary range that Affinity believes, in good faith, at the time of this posting, that it will pay for the posted job.  

A reasonable estimate of the current range is $76,000 - $115,000 USD Base. In addition, this position is also eligible to receive Commission based on departmental KPIs. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training. 

About Affinity

With more than 3,000 customers worldwide and backed by some of Silicon Valley's best firms, Affinity has raised $120M to empower dealmakers to find, manage, and close more deals. How? Our Relationship Intelligence platform uses the wealth of data exhaust from trillions of interactions between Investment Bankers, Venture Capitalists, Consultants, and other strategic dealmakers to deliver automated relationship insights that drive over 450,000 deals every month. We are are proud to have received Inc. and Fortune Best Workplaces awards as well as to be Great Places to Work certified for the last 5 years running. Join us on our mission to make it possible for anyone to cultivate and fully harness their network to succeed.

We use E-Verify

Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

The Company
HQ: San Francisco, California
299 Employees
On-site Workplace
Year Founded: 2014

What We Do

Affinity’s patented technology structures and analyzes millions of data points across emails, calendars, and third-party sources to offer users the tools they need to automatically manage their most valuable relationships, prioritize important connections, and discover untapped opportunities. Affinity uses artificial intelligence to analyze relationship strength and illuminate the best paths to warm introductions. The platform also offers a holistic view of users’ networks in a centralized, automatically updated database without any manual upkeep. Founded in 2014, Affinity is headquartered in San Francisco, California.

Affinity has raised $120M to date and is backed by leading investors including Menlo Ventures, Advance Venture Partners, 8VC and MassMutual Ventures.

It has over 2,700 customers in 70 countries, including venture capital firms such as Bain Capital Ventures and Kleiner Perkins, private equity firms such as SoftBank Group, investment bankers such as Woodside Capital Partners, financial services firms such as Fidelity Investments, real estate companies such as Tishman Speyer, insurers such as American Family Insurance and enterprises such as Nike, Qualcomm and Twilio.

Affinity has been named in Fortune Magazine's Best Workplaces, Inc. Magazine's Best Workplaces and editor's number one pick, the Data Breakthrough Award, BIG Innovation Award and others

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