Customer Onboarding Manager

About the role

As a Customer Onboarding Manager, you will be responsible for the onboarding of Red Points clients. You will guide customers through the initial phases of their Red Points service, ensuring they have a positive experience and their needs are met.

Responsibilities

• Own and manage customer relationships from the point of sale through successful Red Points platform onboarding implementation.
• Welcome and orient new customers to the Red Points services, providing an introduction and overview of next steps.
• Maintain a structured onboarding process to guide new customers through their initial interactions with the service.
• Coordinate the creation of the client’s strategy, ensuring all relevant documentation is obtained and handled.
• Develop measurements to help understand the impact of successful implementation.
• Help the customer define their needs and manage their timeline toward seeing value.
• Provide clear and timely communication to address customer questions, concerns, and issues.
• Complete video and phone calls to ensure customers are supported during the onboarding process.
• Analyze and manage the customer's IP portfolio during the onboarding phase.
• Act as a Red Points expert, discussing or educating clients on any nuance of the product.
• Train new customers on how to use the product effectively and adapt their usage to their needs.
• Create repeatable processes, resources, and frameworks for onboarding customers.
• Monitor and report on key onboarding metrics to ensure a successful onboarding process.
• Successfully transfer customer relationships to a customer success manager after onboarding.

Requirements

• Previous experience as a Customer Onboarding Manager, Customer Success Manager, Customer Support, or similar roles for at least 2 years.
• Excellent written communication skills.
• Technical knowledge of video encoding frameworks and transcription software.
• Strong communication and interpersonal skills to simplify the customer’s experience.
• Organizational skills to manage multiple customers and keep their needs organized.
• Strategic mindset to help customers develop their overall strategy with the service.
• Strong time management to efficiently handle onboarding multiple customers simultaneously.
• Data analysis skills to evaluate onboarding metrics and ensure successful performance.
• Problem-solving capabilities to identify and address issues during the onboarding process.
• Customer-centric approach, prioritizing customer needs and satisfaction.
• Teamwork to coordinate with operational onboarding specialists and other departments.

Benefits

• 100% employer-paid Medical (most plans), Dental, and Vision insurance.
• Complimentary One Medical membership.
• Complimentary TalkSpace membership for online mental health therapy.
• Complimentary Peloton App membership.
• Access to Kindbody, a gynecology, fertility, and family planning benefit.
• Employer matching of your 401(k) contributions.
• Paid parking in a beautiful WeWork location.
• Paid Parental Leave for primary and secondary caregivers.
• A learning culture with individualized development plans focusing on personal and professional growth.
• A fun and fast-paced startup environment with team-building events.
• Flexible work environment to promote work/life balance.