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Onboarding Manager

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12twenty

2mo ago

  • Job
    Full-time
    Mid-level (3-4 years)
  • Santa Monica

AI generated summary

  • You should have experience in onboarding, excellent communication skills, an understanding of HR processes, and the ability to manage multiple tasks efficiently.
  • You will manage the onboarding process, guide new hires, ensure a smooth transition, support training initiatives, and enhance employee experience for successful integration into the company.

Requirements

  • Bachelor's degree preferred
  • Minimum 3 years experience in onboarding or customer success in SaaS, or experience in a University career services center
  • Ability to communicate effectively through all channels. (Slack, JIRA, Salesforce, Zoom, Etc.)
  • Experience with cloud-based tools and ability to quickly learn and adopt new technologies
  • Exceptional organizational and project management skills, with the ability to set goals and prioritize many initiatives and opportunities with minimal guidance
  • Self-awareness, strong judgment, clarity, attention to detail, organization, ability to handle ambiguity, and goal-orientation
  • Ability to work independently and proactively with minimal direction
  • Experience working autonomously in a remote environment. (This position is fully remote)
  • Project management
  • Salesforce
  • SSO Integrations
  • Technical software experience
  • Testing APIs using Postman
  • Advanced Excel Skills

Responsibilities

  • Manage university partner onboarding process from contract execution through the initial adoption.
  • Construct training schedules and ensure that customers are hitting milestones throughout the onboarding process.
  • Conduct live training sessions and Q&A via video conference.
  • Work with other internal teams to ensure seamless transitions throughout the customer journey.
  • Collect customer feedback and communicate to appropriate internal stakeholders as part of ongoing improvement cycle.
  • Continually surprise and delight customers with a proactive, customer-centric attitude.
  • Ensure high customer satisfaction as measured by Onboarding health, CSAT surveys, etc.
  • Contribute to other onboarding and customer success projects as needed.
  • Facilitate and manage use of self-guided training resources.
  • Other duties as assigned.
  • Understand and exemplify 12twenty's values.
  • Bachelor's degree preferred
  • Minimum 3 years experience in onboarding or customer success in SaaS, or experience in a University career services center.
  • Ability to communicate effectively through all channels. (Slack, JIRA, Salesforce, Zoom, Etc.)
  • Experience with cloud-based tools and ability to quickly learn and adopt new technologies.
  • Exceptional organizational and project management skills, with the ability to set goals and prioritize many initiatives and opportunities with minimal guidance.
  • Self-awareness, strong judgment, clarity, attention to detail, organization, ability to handle ambiguity, and goal-orientation.
  • Ability to work independently and proactively with minimal direction.
  • Experience working autonomously in a remote environment. (This position is fully remote)
  • Project management
  • Salesforce
  • SSO Integrations
  • Technical software experience
  • Testing APIs using Postman
  • Advanced Excel Skills
  • Communication: offer suggestions, ask questions, be open; give and expect honesty, transparency, empathy, and respect
  • Collaboration: work together to find the best solutions
  • Continuous Learning and Improvement: always be looking for opportunities to improve both yourself and our product/code/team

FAQs

What are the main responsibilities of the Onboarding Manager at 12twenty?

The Onboarding Manager will manage the university partner onboarding process, construct training schedules, conduct live training sessions, gather customer feedback, ensure high customer satisfaction, and contribute to onboarding and customer success projects. They will also facilitate self-guided training resources and embody 12twenty’s values throughout their work.

What qualifications are required for this position?

Candidates should have a bachelor's degree (preferred) and a minimum of 3 years of experience in onboarding or customer success in a SaaS environment, or experience in a university career services center. Strong communication skills and proficiency in cloud-based tools are also required.

Is this position remote?

Yes, this position is fully remote, allowing the Onboarding Manager to work independently from anywhere.

What skills or experience are considered a plus for this role?

Additional skills that are advantageous include project management experience, familiarity with Salesforce, SSO integrations, technical software experience, testing APIs using Postman, and advanced Excel skills.

How does 12twenty measure customer satisfaction in this role?

Customer satisfaction is measured through onboarding health metrics, Customer Satisfaction (CSAT) surveys, and ongoing client feedback.

What values does 12twenty prioritize within their team?

The team values at 12twenty include Communication, Collaboration, and Continuous Learning and Improvement. These values emphasize openness, teamwork, and the pursuit of personal and organizational growth.

What benefits and perks are offered to employees in this position?

Employees in this position can expect a competitive salary, generous paid time off, comprehensive benefits including medical, dental, and vision coverage, a 401(k) plan, regular team activities, and remote work flexibility.

What can be expected in terms of compensation for this role?

The annual compensation range for this position is competitive and may vary based on the candidate's skills, experience, and geographic location. In addition to the salary, employees are eligible for equity and other standard benefits.

How does the Onboarding Manager contribute to the company's growth?

The Onboarding Manager plays a vital role in connecting university partners with 12twenty’s platform, ensuring they successfully adopt the platform, which helps drive customer satisfaction and retention, ultimately supporting the company's continued growth.

What kind of training will the Onboarding Manager provide?

The Onboarding Manager will conduct live training sessions and Q&A via video conference, as well as manage self-guided training resources to ensure customers effectively adopt the platform.

What is the company culture like at 12twenty?

The company culture at 12twenty is described as collaborative, innovative, and supportive, with a strong emphasis on continuous improvement and teamwork, alongside a passion for helping others succeed.

12twenty

Early-career hiring made better — for everyone.

Technology
Industry
51-200
Employees
2010
Founded Year

Mission & Purpose

12twenty is the only data-powered, privacy-obsessed early-career talent platform. We provide the reliable information graduates require to take confident action in their job search, the systems university career centers deserve to productively harness data to prepare students for better careers, and the tools employers need to recruit ideal candidates efficiently and competitively.