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Manager, Customer Onboarding

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Deel

3mo ago

  • Job
    Full-time
    Senior Level
  • People, HR & Administration
    Business, Operations & Strategy
  • United Kingdom, +15
    Remote

AI generated summary

  • You need 5+ years in SaaS implementation, 2+ years leading teams, strong prioritization, attention to detail, problem-solving skills, and flexibility in changing environments.
  • You will mentor Implementation Managers, resolve customer escalations, drive adoption of features, streamline processes, track performance metrics, and collaborate cross-functionally to enhance customer experience.

Requirements

  • 5+ years of SaaS experience in professional services or implementation.
  • 2+ years of professional experience leading a team; passion for supporting and guiding a team’s growth, career progress, and job performance.
  • Relentless prioritisation and time management.
  • Unwavering energy to help your team and your customers.
  • Strong attention to detail and ability to solve complex, interdependent problems.
  • Flexibility to scale and adapt to changing organisations and responsibilities.

Responsibilities

  • Develop Implementation Managers through hands-on coaching and mentorship.
  • Successfully resolve customer escalations for maximum satisfaction and positive relationships.
  • Drive customer adoption of key features and best practices.
  • Continuously evaluate, improve, and streamline internal processes for increased simplicity and efficiency.
  • Support hiring & onboarding of new Implementation Managers.
  • Track, monitor & continuously improve performance on key metrics & KPIs.
  • Collaborate cross-functionally with Sales, Technical Account Management, and Support teams to create a seamless customer journey.
  • Collaborate with Product & Engineering to continuously improve product functionality based on customer feedback in Implementation.

FAQs

What is the primary goal of the Manager, Customer Onboarding position?

The primary goal of this position is to develop Implementation Managers, resolve customer escalations, drive customer adoption of key features, and continuously improve internal processes to enhance customer satisfaction and relationships.

What qualifications are required for this role?

The role requires 5+ years of SaaS experience in professional services or implementation and 2+ years of experience leading a team, along with strong prioritization, time management, and problem-solving skills.

Is experience in fintech or HR tech a requirement?

While not a requirement, having experience in fintech or HR tech is considered a bonus and can enhance a candidate's application.

Will I have opportunities for mentorship and coaching in this role?

Yes, in this role, you will have the opportunity to develop Implementation Managers through hands-on coaching and mentorship.

What does the team collaboration look like in this position?

You will collaborate cross-functionally with Sales, Technical Account Management, and Support teams, as well as with Product & Engineering to ensure a seamless customer journey and improve product functionality based on customer feedback.

Is this position limited to a specific geographical location?

No, this position offers flexibility for remote work, allowing team members to operate from different locations.

Are there any financial incentives or stock options available?

Yes, there are stock grant opportunities available depending on the role, employment status, and location.

What kind of support does Deel provide for employees with disabilities?

Deel is committed to inclusivity and will provide accommodations upon request throughout the recruitment, selection, and assessment process for applicants with disabilities.

How does Deel approach employee compensation?

Deel is dedicated to providing fair and competitive pay as part of its total rewards program, reflecting a commitment to inclusivity and access for all employees.

Is there a focus on diversity and inclusion at Deel?

Yes, Deel values diversity and is committed to cultivating a diverse and inclusive workplace that reflects a variety of backgrounds, experiences, and perspectives.

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Deel

Deel helps businesses hire anyone, anywhere. It's global payroll for employees and contractors from around the world.

Finance
Industry
501-1000
Employees
2019
Founded Year

Mission & Purpose

Deel is the all-in-one HR platform for global teams. It helps companies simplify every aspect of managing an international workforce, from culture and onboarding, to local payroll and compliance. Deel works for independent contractors and full-time employees in more than 150 countries, compliantly. And getting set up takes just a few minutes. Today, Deel serves over 15,000 customers from SMBs to publicly traded companies.