Manager of Customer Onboarding (Remote)

We’re looking for an experienced and innovative Onboarding Services Leader who has been a part of a high-growth SaaS company. Someone who’s laser-focused on customer experience and has a mindset of driving efficiency and can serve as a mentor to their team.

This person will work with the broader Onboarding leadership team to help define department goals and areas for growth. Their team will work with fleet professionals, IT teams, executives, and various stakeholders to onboard Fleetio Manage. If you’re passionate about helping customers meet their goals and have a track record of success leading teams through change management, then we encourage you to apply. Be sure to mention coffee in your application so we know you actually read this.

About Fleetio

Fleetio (pronounced "flee-tee-oh”) is a modern software platform that helps thousands of organizations worldwide manage their fleet operations. Transportation technology is a hot market, and we’re leading the charge, with raving fans and new customers signing up daily.

What makes us special, you might ask? We’ve been remote-friendly since 2012 and have won Birmingham’s Best Places to Work four years in a row. We have 200+ employees and have “Fleetians” all over the United States, Canada, and Mexico. We raised a $21M Series B in late 2020 and have over 4,500+ paying customers in 70 countries. We’re on an exciting trajectory as a company and we’re ready for you to join us.

More about our product and company:

• Fleetio overview video: https://www.youtube.com/watch?v=IlvIbwZT3oU
• More about the Fleetio platform: https://www.fleetio.com/features
• Our culture videos from over the years: https://fleet.io/culture
• Check out our 4.8-star rating on Glassdoor (people love working here): https://www.glassdoor.com/Reviews/Fleetio-Reviews-E1745407.htm

What you'll be doing

• Establish a framework for the team to build a strong rapport with key stakeholders, leverage deep knowledge of the fleet industry and outline precise solutions to complex problems
• Organize and institute a customer-facing rollout plan, consultation procedures, and customer training outline
• Ensure the team has clear goals and direction that can be measured and evaluated to continuously improve the customer experience
• Maintain a healthy culture within the team that is in line with the company values
• Hire, mentor, and retain team members that are motivated to drive customers to value
• Work with division peers to advocate for both your department and customer needs
• Act as an escalation point for customers during implementation

What's in it for you

• Be a part of an incredible team of “A” players who go above and beyond to make Fleetio a successful company. We’re a customer-centric team with a great product, excellent support, and countless happy customers.
• You’ll join our incredible Onboarding team and have the opportunity to work with great colleagues in Sales, Customer Success, Support, and Product.
• Work remotely (within the United States) or at our Birmingham, AL HQ. We strive to promote a strong remote working culture and have done so since 2012.

Requirements

• 2+ years of experience managing an Onboarding team at a SaaS company
• Proven and consistent track record coaching and developing remote team members, and achieving objectives assigned
• Proficiency in onboarding tools — Salesforce, GuideCX, Slack, Calendly and Gong
• Superior ability to build relationships and put others first while also mentoring and giving candid feedback
• Meticulous and precise when executing a task while always looking for ways to improve the task for efficiency and/or redundancy
• Proven track record championing and executing new ideas to improve the customer experience

Benefits

• 100% health/dental coverage (50% coverage for family)
• Vision insurance
• Incen