Customer Onboarding Manager - CASEpeer

The Onboarding Manager helps to set a law firm up for success. The best candidates are great customer relationship builders. The role is to ensure a successful onboarding for new customers as they transition to AffiniPay's case management software, CASEpeer. This is the most important phase of the customer lifecycle, and the Onboarding Manager is responsible for establishing the solid foundation that drives customers’ future successes. Onboarding Managers work in conjunction with the rest of the Client Success Team to ensure customers are implemented and onboarded successfully, set up for long-term success, able to realize value quickly and become daily users of the CASEpeer product and value-added services.

This is the ideal opportunity for motivated individuals who provide excellent customer service while maintaining an organized queue of internal tasks. Successful Onboarders have a passion for leading and helping others, operational agility and a blend of technical and interpersonal skills. New hires complete a formal training program to develop extensive product knowledge, which is invaluable for future career opportunities at AffiniPay.

 

What You’ll Do:

• 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.

• Proactive outreach to ensure customer success.

• Provide timely response to customer inquiries via phone, email, chat and tickets.

• 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 Hubspot to manage customer interaction and inquiries.

• Partner with Sales, Product and Services teams to define ongoing best practices for onboarding tasks.

• Serve as a brand ambassador to create promoters within industry

• Represent Onboarding department at offsite training and or customer conferences with customers and prospects

• Advocate for our clients while capturing customer feedback and reporting requests to Management and Development teams.

• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.

• Various intermittent responsibilities to support the team including, but not limited to Q&Aing bugs and new releases and creation of templates to help with firm automation.

About You:

• 2+ years SaaS Client Success, onboarding or client management experience

• Personal injury legal experience preferred

• BA/BS/BE degree required

• Quarterly travel to train law firms in person 

• Exceptional customer relationship building skills

• Excellent written and oral communication skills

• 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

• Ability to display good judgment

• Ability to work cross-functionally in a fast-paced environment

• Ability to follow through on tasks until completed

• Ability to develop trusted relationships and find creative solutions

• High degree of flexibility

 

Additional Information:

The pay range for this position is between $50,000 - $60,000 annually. AffiniPay is committed to offering competitive, fair and commensurate compensation and has provided an estimated pay range for this role. Actual compensation may vary based on job-related knowledge, skills, experience and education.  This position is non-exempt and eligible for overtime.