Lead, Onboarding Manager

The Team Lead, Onboarding, will play a dual role combining hands-on client onboarding with team leadership responsibilities. Expertise in customer success, account management, and onboarding of large and enterprise business accounts will help the company meet its goals of a seamless onboarding experience for its high-touch clients.

By managing your own small book of business, you will be better able to guide your team of Onboarding Managers toward meeting their OKR’s and KPI’s. This role not only demands client-obsessed onboarding expertise but also thought leadership in innovating and documenting effective onboarding processes, as well as the ability to coach and mentor others within the Onboarding team to grow and develop their skills. The ideal candidate is analytical and able to uncover gaps and bottlenecks that may put the team at risk of not meeting company goals, while also using that data to create efficiencies in the onboarding process.

What You’ll Do:

• Lead a team of Onboarding Managers, overseeing their book of business and providing coaching to enhance their ability to quickly onboard new clients and accurately set them up in Tapcheck’s native platforms.
• Manage a small portfolio of large and enterprise business accounts, ensuring their successful onboarding and continuous satisfaction with Tapcheck services.
• Act as a thought leader in identifying, developing, and implementing efficient onboarding workflows and technical solutions that align with business goals.
• Drive the creation and maintenance of detailed process documentation to standardize and improve the onboarding process across the team.
• Collaborate with cross-functional teams, including Sales, Account Management, and Product Development, to ensure a seamless integration of client needs with our technological capabilities.
• Monitor team performance, setting clear metrics and goals to achieve and maintain high client satisfaction and operational efficiency.
• Lead efforts in maintaining a robust library of playbooks for Tapcheck’s software integrations
• Act as a point of escalation to address complex client issues, providing expert guidance and solutions to ensure a smooth onboarding experience.

What You'll Bring:

• 3+ years of experience in a leadership role within customer success, account management, or a similar field, with specific experience in onboarding enterprise and strategic accounts.
• Demonstrated experience in process development and workflow optimization in a tech-driven environment.
• Strong analytical and problem-solving experience with a keen ability to use data to identify gaps in process and efficiency. Data platform experience is a plus.
• Familiarity with CRM systems like Salesforce and technical onboarding platforms.
• Initiative - Identifying what needs to be done and doing it before being asked or before the situation requires it 
• Enthusiasm - Exhibits passion and excitement over work. Has a can-do attitude 
• Intelligence - Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information 
• Listening Skills - Lets others speak and seeks to understand their viewpoints 
• Teamwork - Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship. 
• Attention to Detail - Does not let important details slip through the cracks or derail a project 
• Professionalism - Present yourself to others in the organization as reliable, respectful, and competent 

This is a remote-friendly role. Ideally, candidates will sit in the following states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MA, MO, NC, NH, NJ, NV, NY, PA, OR, OH, RI, SC, TX, VA, WA, WI.

About Tapcheck:

Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis.

The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they’ve earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances.

How We Get Things Done:

Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process.

• Humility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges wi