Customer Onboarding Manager

Hi, We’re AffiniPay! 

AffiniPay is a leading fintech company, based out of Austin, Texas. As the market leader in professional services payments and practice management software, AffiniPay’s tech products serve legal, accounting, architectural, engineering and construction firms. AffiniPay has been recognized as one of Inc. 5000’s fastest growing companies in the U.S. for 13 years in a row, and as a result, our teams continue to grow as well! 

The Customer Onboarding Manager provides amazing service that makes our customers love us. The best candidates are great customer relationship builders. The role is to ensure a successful onboarding for new customers as they transition from previous practice management software to our solutions. 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 Sales, Product, and other internal teams to ensure customers are implemented and onboarded successfully, set up for long-term success, able to realize value quickly, and become daily users of our solutions 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 Onboarding Managers 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 the company.

What You’ll Do

• Master the products through a formal onboarding program and continued learning.
• Prepare and lead customer onboarding experience, assessing customer needs, and customizing the 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 introduction to the system after go-live.
• Provide a 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 or other web conferencing tools to provide efficient face-to-face customer service.
• Utilize SalesForce or similar systems 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
• Internal systems are kept up to date with notes and documentation for each client engagement
• Serve as a brand ambassador to create promoters within our customer base
• Represent the Onboarding department at offsite meetups and customer conferences with customers and prospects, as required

About You

• BA/BS/BE degree required
• 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
• SaaS experience and/or legal experience desired, especially in the areas of immigration and/or personal injury

Additional Information

The pay range for this position is between $26-$28 per hour. 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.

Our Story

Founded in 2005, AffiniPay’s mission is to build technology products that helps professionals focus on the work they love. As the leader in the professional payments industry, AffiniPay’s products serve legal, accounting, architectural, engineering and construction firms. Our portfolio of software solutions include MyCase (Legal Practice Management Software), CASEpeer (Practice Management for Personal Injury Firms), a