Customer Onboarding Manager

Salary: $26 - $28 per hour

Location Type: [Not Specified]

Employment Type: [Not Specified]

Position Overview

AffiniPay is a leading fintech company based in Austin, Texas, specializing in payments and practice management software for professional services firms. As a recognized Inc. 5000 fastest-growing company for 13 consecutive years, AffiniPay is expanding its teams.

The Customer Onboarding Manager plays a crucial role in ensuring a seamless and positive onboarding experience for new customers transitioning to AffiniPay's solutions. This role is pivotal in establishing a strong foundation for customer success, driving long-term value realization, and encouraging daily adoption of our products and services. Successful candidates are excellent customer relationship builders with a passion for leadership, operational agility, and a blend of technical and interpersonal skills.

Responsibilities

• Master AffiniPay products through a formal onboarding program and continuous learning.
• Prepare and lead the customer onboarding experience, assessing customer needs and customizing the process to maximize utilization and customer delight.
• Complete assigned tasks in an organized manner to meet project deadlines.
• Conduct proactive outreach to ensure customer success post go-live.
• Provide timely responses to customer inquiries via phone and email.
• Enhance customer satisfaction through distinctive service in all interactions.
• Establish trusted advisor relationships with customers.
• Utilize web conferencing tools (e.g., Zoom) for efficient customer service.
• Manage customer interactions and inquiries using Salesforce or similar systems.
• Partner with Sales, Product, and Services teams to define and improve onboarding best practices.
• Ensure all check-ins and go-live targets are executed on time.
• Maintain up-to-date internal systems with notes and documentation for each client engagement.
• Act as a brand ambassador to foster customer advocacy.
• Represent the Onboarding department at offsite meetups and customer conferences as needed.

Requirements

• 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 drive change.
• Highly organized with a strong ability to multitask.
• Passion for leading and helping others, operational agility, and a blend of technical and interpersonal skills.
• Ability to exercise good judgment.
• Ability to work cross-functionally in a fast-paced environment.
• Ability to follow through on tasks to completion.
• Ability to develop trusted relationships and find creative solutions.
• High degree of flexibility.
• SaaS experience and/or legal experience is desired, particularly in immigration and/or personal injury.

Company Information

Hi, We’re AffiniPay!

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. AffiniPay has been recognized as one of Inc. 5000’s fastest growing companies in the U.S. for 13 years in a row, and as a result, our teams continue to grow as well!

AffiniPay is committed to offering competitive, fair and commensurate compensation.