Customer Onboarding Manager

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

 

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.

Position Summary

The Customer Onboarding Manager will support both new and existing customers implement and adopt SmartVault Software. As a Customer Onboarding Manager, you will educate new customers, help solve technical problems and ensure smooth adoption of our products and services. Smartvault prioritizes delivering an amazing customer experience and this is the first step in the process.

The ideal candidate is experienced with web-based technologies, passionate about helping customers, and excels communication via phone and email. Successful candidates will have the ability to quickly learn new technologies and communicate those concepts to customers with varying degrees of technical expertise. A collaborative approach is key as this role is expected to contribute ideas and initiate tactical improvements to the overall onboarding process.

Key Responsibilities:

• 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

• And any duties assigned by management

Experience & Skill Requirements

• 2-3 year's 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.

This position description is not designed to cover or contain a comprehensive or exhaustive listing of activities, duties, or responsibilities that are required of the employee for this position. Similarly, the listed activities, duties, or responsibilities may change at any time with or without notice. Employees are expected to regularly review their position descriptions & ensure that they are executing the essential functions at a level that meets or exceeds the expected performance outcomes.

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/li