Onboarding Manager

The Role

The Onboarding team is responsible for providing a confidence-inspiring experience to our customers, as we are the first team the customers will experience in their journey with Apollo. We aim to design an easy and seamless implementation process for an often complex sales engagement tool. Our goal is to instill confidence in our customers, creating approachability and transparency, and laying the foundation for a delightful customer experience. To successfully on-board a customer, you must be able to seamlessly coordinate project implementation activities with both external and internal stakeholders representing business and technical aspects, provide technical directions, troubleshoot technical issues which might arise and facilitate internal and external escalations where necessary. You will need to be able to present effectively, communicate clearly, and tie back the product experience to our customer’s use cases.

The Mission 

Your mission is to provide a world-class onboarding experience for our newly closed customers. Your job will be highly cross-functional and you will not only work closely with our customers to ensure their business needs are met, but also interface with our sales, support, product and engineering teams very closely to make sure we place our customers’ goals above everything else.

Responsibilities

Teach Apollo’s full product suite to our customers, helping them to successfully implement and utilize those tools to address their goals and objectives
Understand and explain our integration logic with 3rd party tooling such as HubSpot and SFDC and guide technical stakeholders in their integration of those tools to Apollo
Prep for, conduct, and follow up on weekly training sessions with onboarding customers
Manage a portfolio of 30-40 onboarding customers at a time
Provide updated project notes in our CS tooling, Vitally
Graduate customers in a timely, value-driven manner and garner positive CSAT reviews
Collaborate across the Onboarding team to deliver scaled webinars to train end user populations for customers ready to launch
Work to achieve our quarterly OKRs and targets for initial customer adoption
Work to maintain a < 6hr SLA to customer inquiries

Qualifications 

Onboarding experience: managing complex integration processes with 3rd party tooling, such as SFDC, Marketo, Hubspot, Zapier a plus
Ability to communicate, present to, and influence key stakeholders of the customer’s organization
Strong problem-solving skills and verbal and written communication skills
Excellent listening, negotiation, and presentation abilities
Proven skill with juggling multiple projects at a time while maintaining strong attention to detail
Gratitude, a sense of purpose, and a kind and generous demeanor
Sense of urgency and commitment to timely customer responses
Experience

3+ years of total work experience; startup and/or SaaS experience a plus
2+ years of experience in client-facing implementation and/or technical account management
Experience working with clients spanning a wide range of industries
Deep knowledge that spans one or more of the following domains: SaaS, Operations, or Sales
Proven track record of delivering results in a dynamic startup environment
Adaptable with the ability to pick up new technologies, assess situations quickly, and look for smarter, better ways to achieve goals
Creative and analytical problem-solving skills
Enthusiastic and high energy, but also poised, confident and extremely professional