Customer Onboarding Manager

About the Opportunity

This role offers a new day with a new opportunity. The Customer Onboarding Manager, Software provides amazing service that makes customers love the organization. The best candidates are great customer relationship builders. The role is to ensure a successful onboarding for new customers as they transition to and use immigration case management software, DocketWise. 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.

About the Organization

The organization's vision is to power a world where professionals thrive. The company starts every day on a mission to empower professionals with the most trusted, innovative technology to deliver world-class outcomes for their clients and exceptional financial results for their business. Professionals count on purpose-built solutions to simplify operations, ensure compliance, and fuel profitable growth, so they can focus on their clients and do more of the work that matters.

The professional business platform is built to help legal, accounting, and other client-focused professionals run stronger, more profitable businesses. Today, many professionals across the U.S. trust the platform to help them work smarter, serve clients better, and unlock their full potential. The organization has been recognized as one of Inc 5000’s fastest growing companies in the U.S. for many years in a row, and as a result, teams continue to grow.

Key Responsibilities

• 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.
• Complete assigned tasks in an organized manner to ensure project deadlines.
• Proactive outreach to ensure customer success during their first 90 days post-live.
• Provide timely response to customer inquiries via phone and email.
• 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 Salesforce to manage customer interaction and inquiries.
• Partner with Sales, Product and Services teams to define ongoing best practices for onboarding tasks.
• Ensure all check-ins and go-live targets are executed on time.
• Ensure all notes & fields are filled in throughout Onboarding for each firm.
• Serve as a DocketWise brand ambassador to create promoters within the industry.
• Represent the Onboarding department at offsite meetups and customer conferences with customers and prospects.

Required Qualifications

• Bachelor’s/Associate’s/Bachelor of Engineering degree required.
• Exceptional customer relationship building skills.
• Excellent written and oral communication skills in English.
• Strong analytical capabilities for advanced problem-solving.
• Demonstrable leadership skills.
• Able 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.
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Diversity, Equity & Inclusion

The organization recognizes that innovation occurs with a strong team of people who are diverse in background, personality, talent and ideas. Experience comes in many forms and ensuring a diverse and inclusive workplace where individuals continue to learn from each other is an integral part of the culture. The company is committed to creating a welcoming and transparent environment for all that embraces those differences through education, equal access to opportunities and information, inclusionary programs, and community outreach.

Why Join This Team

The culture is shaped by the people who bring it to life every day. Together, a company is built rooted in continuous learning, genuine community, holistic wellness, and meaningful engagement—values that empower individuals and unite the team. The culture is grounded in core values: Work Smart, Win Fast; Outshine Ordinary; and We Find a Way. These values drive how the organization serves its customers and works with each other in a collaborative, inspiring, and empowering environment, every day.

Additional Information

The salary range for this position is $25.00-$30.00/hr. The salary range for performing this role outside of the U.S. / Austin / California may differ. The organization 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.