Customer Onboarding Manager - Remote

Overview

AffiniPay is a leading fintech company, based out of Austin, Texas. As the market leader in professional services payments and practice management software, AffiniPay’s tech products serve legal, accounting, architectural, engineering and construction firms. The Onboarding Manager helps to set a law firm up for success by ensuring a successful onboarding for new customers as they transition to AffiniPay's case management software, CASEpeer.

In Short

• Master the product through a formal onboarding program and continued learning.
• Prepare and lead customer onboarding experience assessing customer needs.
• Proactive outreach to ensure customer success.
• Provide timely response to customer inquiries via phone, email, chat and tickets.
• Enhance customer satisfaction by providing distinctive service.
• Establish a trusted advisor relationship to ensure customer satisfaction.
• Utilize Zoom for face-to-face customer service.
• Utilize Hubspot to manage customer interactions.
• Partner with Sales, Product and Services teams for best practices.
• Advocate for clients while capturing feedback for management.

Requirements

• 2+ years SaaS Client Success, onboarding or client management experience.
• Personal injury legal experience preferred.
• BA/BS/BE degree required.
• Exceptional customer relationship building skills.
• Excellent written and oral communication skills.
• Strong analytical capabilities for advanced problem-solving.
• Demonstrable leadership skills.
• Ability to influence decision-making and change.
• Highly organized and strong ability to multitask.
• Ability to work cross-functionally in a fast-paced environment.

Benefits

• Fully covered medical, dental and vision coverage.
• Flexible paid time off policy.
• 401K with company match.
• Competitive compensation packages including bonuses.
• Health Wellness Program.
• Parental resources including paid time off for caregivers.
• Professional development opportunities.
• Matching Gift Program for community support.
• Diversity and Inclusion initiatives.
• In-office experience with perks at headquarters.