ManagerOnboarding Activation
ManagerOnboarding Activation
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Job Description
- Lead mentor and develop a team of onboarding specialists and activation agents.
- Set clear performance goals and KPIs for the team aligned with company objectives.
- Conduct regular performance reviews providing feedback and coaching to team members.
- Foster a collaborative and customercentric culture within the team.
- Develop and implement a comprehensive onboarding and activation strategy to improve customer timetovalue.
- Continuously refine onboarding processes to ensure they are efficient scalable and customer focused.
- Collaborate with crossfunctional teams (Sales Product Marketing etc.) to ensure alignment and seamless transitions for new customers.
- Oversee the entire onboarding process ensuring that new customers are successfully integrated and activated on the platform.
- Monitor and improve onboarding completion rates timetoonboard and activation rates.
- Identify and address any onboarding or activation bottlenecks ensuring a smooth customer experience leading to an increase in the overall business for the company.
- Work closely with the Customer Success team to ensure that activated customers continue to engage with the platform and achieve their desired outcomes.
- Implement strategies to drive customer engagement during and after the onboarding process.
- Collect and analyse customer feedback to continuously improve the onboarding and activation experience.
- Track and report on key metrics related to onboarding and activation (e.g. completion rates timetovalue customer satisfaction).
- Use data and analytics to identify trends measure success and inform strategic decisions.
- Present regular updates to senior leadership on the progress and performance of the onboarding and activation team.
- Act as an advocate for new customers ensuring their needs are met during the onboarding process.
- Work with the support team to address any issues that arise during onboarding and activation.
- Ensure that all customer touchpoints during onboarding are positive and contribute to longterm satisfaction and retention.
- 5 years of experience in customer success onboarding or related roles.
- 3 years of experience in a managerial role leading teams and driving strategic initiatives.
- Proven track record of improving customer onboarding and activation processes.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to leverage data to drive decisions.
- Proficient in CRM and customer success tools (e.g. Salesforce Gainsight).
- Experience in project management and process improvement.
- Ability to work crossfunctionally and influence without authority.
- CustomerCentric: Deep understanding of customer needs and the ability to design processes that enhance the customer experience.
- Strategic Thinking: Ability to develop and execute a vision for onboarding and activation that aligns with overall company goals.
- ProblemSolving: Strong analytical and problemsolving skills to identify issues and implement effective solutions.
- Leadership: Demonstrated ability to lead and inspire a team fostering a culture of excellence and continuous improvement.
- Adaptability: Comfortable working in a fastpaced dynamic environment with a willingness to adapt to changing priorities
- Imagine joining a team where your wellbeing is paramount offering you full access to fitness facilities virtual medical consultations and flexible leave options.
- Enjoy the peace of mind with toptier group medical coverage robust personal accident protection and extensive term life insurance for you and your family.
- Celebrate your successes with individual and team awards in a culture that values trust and openness ensuring your achievements are always recognized.
- Elevate your career with our clear advancement pathways internal mobility options and leadership development programs.
- Thrive in an environment that not only supports your professional growth but also prioritizes your overall wellness and happiness.
Employment Type
Full Time
Company Industry
Financial Services / Insurance Agencies and Brokerages / Investment Banking
