Customer Onboarding Manager

The Job

Are you passionate about technology and love helping people succeed? Join SmartVault as a Customer Onboarding Manager and play a pivotal role in shaping the customer experience from day one.

Reporting to the Manager of Customer Onboarding, you'll be the driving force behind helping both new and existing customers implement and get the most out of SmartVault Software. From educating customers and troubleshooting technical challenges to guiding seamless product adoption, you'll be at the heart of what we do best- delivering an amazing customer experience.

We're looking for a high-energy, tech-savvy communicator who genuinely loves helping customers win. You thrive on learning new technologies quickly and have a knack for explaining complex concepts in a way that clicks, whether you're talking to a tech guru or a first-time user. You're a true team player who contributes ideas and drives meaningful improvements to the onboarding experience.

If you're ready to own the onboarding experience and make a real impact, we'd love to hear from you.

Key Responsibilities

In this role, you will need to:

• Become a SmartVault Product Expert

• Provide detailed account walkthroughs and assist many new customers with implementation

• Clearly communicate account setup requirements and expectations with customers and key stakeholders

• Educate customers on SmartVault capabilities, and best practices to simplify adoption and align expectations

• Record customer implementation needs, requests, and questions in Salesforce and communicate to key SmartVault leadership

• Ensure customers receive superior service

• Collaborate with the sales, customer success, operations,support and engineering teams

• Leverage feedback for continuous improvement to the onboarding process

• Develop a deep understanding of customers' business and operational objectives

• Listen carefully to information provided by customers and ask clarifying questions to ensure proper use of SmartVault

• Establish strong relationships with new customer stakeholders and deepen relationships with existing customer stakeholders

• Run and manage customer data migrations

Qualifications:

• 2-3 years experience in Customer Onboarding and/or services function and implementing SaaS solutions.

• Project Management Skills

• Track record of proactively resolving escalated client service issues while sharing insights with the organization.

• Experience establishing and growing relationships with all levels within enterprise organizations from Director to C-Suite.

• Ability to improve team processes and direction.

• Work closely with the Global CS team to solve problems collaboratively.

About Us

SmartVault is a cloud-based document management and file-sharing solution for small-to-medium-sized businesses, professional accountants, and bookkeepers. In 2017, SmartVault became part of the GetBusy Group, which is AIM-listed and currently trading on the London Stock Exchange. SmartVault continues to operate as a wholly owned subsidiary in the US, but we are now part of a much larger global team with expanded products serving the US, UK, and Australia/New Zealand markets.

SmartVault Team Culture and Values

SmartVault is a collaborative environment, where the number one goal is to solve problems for our customers. We use data to make informed decisions, and we work hard to be transparent with each other and with our customers. Our ultimate purpose is to make people’s lives better at work, so they can focus on higher-value activities in their business or personal lives. Learn more about our business and our values.

Benefits of Working at SmartVault

We’re striving to make SmartVault the best place to work in Houston. We work in a relaxed environment that emphasizes work/life balance. Our health benefits are top-notch, vacation time is generous, and we encourage community involvement with time off to volunteer. We also offer hybrid remote working. Learn more about our benefits.

We value diversity at SmartVault, and we're committed to creating an inclusive culture where everyone can be themselves and reach their full potential. We actively encourage applications from people of all backgrounds and cultures and believe that a diverse team helps build the best products, deliver the best services, and tackle t