Manager, Customer Onboarding at Tekmetric

Houston, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Automotive, SaaSIndustries

Requirements

Bachelor’s degree in business, Communication, or a related field
3+ years of experience in customer success, account management, or a related field within the SaaS industry
Proven track record of managing and improving customer onboarding processes
Strong leadership skills with experience in managing and motivating teams
Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members
Proficiency in CRM and project management tools
Data-driven mindset with a strong analytical approach to problem-solving
Ability to work in a fast-paced, dynamic environment
Love of building something new or improving on current processes and care about making a positive difference
Comfortable working in a startup-like, dynamic environment, moving quickly even in the face of ambiguity; self-directed leader who can structure their own work and execute plans
Open mind, excited about new ideas, intellectually curious and analytical in a strategic context
Care about people, highly ethical with unquestioned integrity, and experience protecting confidential information

Responsibilities

Lead and manage a team of Customer Onboarding Managers, ensuring a high level of customer service, TTV, and satisfaction
Develop and implement onboarding processes and strategies that are efficient, scalable, and tailored to different customer segments
Collaborate with sales, product, customer success and support teams to ensure a cohesive customer journey from initial sale to full product adoption
Monitor customer feedback and onboarding metrics, using this data to continuously improve the onboarding experience
Conduct regular training sessions for the onboarding team to keep them updated on product changes and best practices
Work closely with clients to understand their business needs and tailor the onboarding experience accordingly
Establish clear communication and project management protocols to ensure timely and successful implementations
Identify upsell and expansion opportunities during the onboarding process and collaborate with the sales team to capitalize on these opportunities
Manage customer expectations and address any issues that may arise during the onboarding process

Skills

Key technologies and capabilities for this role

Team LeadershipCustomer OnboardingProcess DevelopmentProject ManagementMetrics AnalysisCustomer SuccessTrainingCross-functional Collaboration

Questions & Answers

Common questions about this position

What experience is required for the Manager, Customer Onboarding role?

A Bachelor’s degree in business, Communication, or a related field is required, along with 3+ years of experience in customer success, account management, or a related field within the SaaS industry, and a proven track record of managing and improving customer onboarding processes.

What key skills are needed for this position?

Candidates need strong leadership skills with experience managing teams, excellent communication and interpersonal skills, proficiency in CRM and project management tools, and a data-driven mindset with analytical problem-solving abilities.

What are Tekmetric's core values?

Tekmetric's core values are transparency, integrity, innovation, and a service-first mindset.

Is this role remote or office-based?

This information is not specified in the job description.

What is the salary for the Manager, Customer Onboarding position?

This information is not specified in the job description.

Tekmetric

Cloud-based software for auto repair shops

About Tekmetric

Tekmetric provides software solutions specifically designed for auto repair shops in the United States and Canada. Its main product is a cloud-based Shop Management System (SMS) that helps over 3,000 auto repair shops improve their operations. The software includes features like automated reports, digital vehicle inspections with photos and videos, and trend tracking, which assist shop owners in making informed decisions and enhancing customer trust. Tekmetric differentiates itself from competitors by offering a subscription-based pricing model that charges a flat monthly fee based on the number of shops, making it accessible for businesses of all sizes. The company's goal is to facilitate the transition from paper-based systems to digital solutions, ultimately improving operational efficiency and customer satisfaction in the auto repair industry.

Houston, TexasHeadquarters

2015Year Founded

$1.6MTotal Funding

EARLY_VCCompany Stage

Automotive & Transportation, Consumer Software, Enterprise SoftwareIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Remote Work Options

Flexible Work Hours

Paid Vacation

Paid Sick Leave

401(k) Retirement Plan

401(k) Company Match

Life Insurance

Disability Insurance

Wellness Program

Professional Development Budget

Risks

Increased competition from other software providers threatens Tekmetric's market share.

Integration challenges from Shopgenie acquisition may disrupt service continuity.

Economic downturns could lead to reduced subscriptions, impacting Tekmetric's revenue.

Differentiation

Tekmetric offers a cloud-based SMS integrating with OEC RepairLink for OE dealer interactions.

The Tekmetric Tire Suite streamlines tire management, enhancing efficiency for auto repair shops.

Partnerships with SiriusXM and Affirm add unique value to Tekmetric's customer offerings.

Upsides

Growing demand for digital transformation boosts Tekmetric's market potential in auto repair shops.

Subscription-based model aligns with industry trends, ensuring predictable revenue and customer retention.

Expansion into tire management broadens Tekmetric's market reach and service offerings.

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