Customer Onboarding Manager

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. 

Nearly half of all working Americans are not saving enough for their future. Too often it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.

We’re a high-growth tech company changing the retirement industry. We’ve raised more than $700M in primary and secondary financings and are backed by a number of investors. Most recently, this includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock, TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and more.

Human Interest is hiring a Customer Onboarding Manager to drive efficiency and velocity within our customer onboarding processes. You’re the right fit for this role if you are highly metrics-driven with an emphasis on delivering a high number of launched plans on a consistent basis. You will be managing a team that is responsible for onboarding clients while providing them tools that allow them to reach their metrics in this fast-paced environment. We go 24,791 mph, you should be comfortable with change.

What you get to do every day 

• Manage a team of customer onboarding specialists and ensure they meet their quarterly goals
• Strategize internal bonuses and promos to meet revenue goals
• Actively inspect customer onboarding pipeline, monitor churn, and review onboarding calls to enforce process and talk tracks
• Identify opportunities for improvement within your customer onboarding team
• Identify launch blockers and collaborate cross-functionally to communicate blockers and identify solutions
• Strategize with customer onboarding leaders, RVPs, and Program Management to identify process gaps and improvements
• Partner with other managers and departments to resolve customer escalations
• Manage the end-to-end customer onboarding process and forecast launch 
• Drive a culture of accountability while having fun in the process

What you will accomplish 

• Ensure customer onboarding specialists meet or exceed their launch-ready quota per quarter
• Ensure customer onboarding specialists onboard a target mix of safe harbor and auto-enroll plans
• Minimize churn per region

What you bring to the role 

• 3-5 years of total experience with 2+ years of management in customer onboarding or related disciplines in a SaaS environment
• Proven track record of success in a quota-driven sales environment
• You must be results a driven, confident, and dynamic leader that can quickly make key decisions to adjust the organization to meet business needs
• Ability to effectively communicate across the organization while inspiring and motivating the team to perform at a high level
• Demonstrated success working with high volume metrics
• Experience in SaaS and ability to work in a fast-paced tech environment
• Excellent written, oral, presentation, and interpersonal communication skills
• Bachelor’s degree in a related discipline
• Experience evolving and optimizing people, processes, and tools
• Expertise in managing and overseeing large complicated accounts and projects 
• Ability to effectively facilitate change from the executive level down 
• Ability to effectively navigate and mediate conflict

Why you will love working at Human Interest

Mission - Highly collaborative startup dedicated to supporting employee engagement