Onboarding Manager

What we’re looking for:

• 5 years of experience in a Customer Success or Project Management function; Onboarding, Implementation, Account Management, Professional Services or equivalent B2B SaaS experience.
• Strong communication and training skills over email, phone, and video. Presenting and speaking to new people each day excites you. Your style is concise and empathetic – with a balance of teaching and listening/learning yourself, as well as the ability to lead a conversation.
• Experience with and passion for helping people or businesses use software to be more productive and efficient. You’re passionate about discovering a team’s needs, and you ask strong, open-ended questions that help you learn more about them. You enjoy translating technical terms for customers who find technology confusing or intimidating.
• A proven track record in onboarding or implementing multiple client projects ranging in size and complexity.
• Conceptual or functional understanding of Project Management methodologies and/or Implementation frameworks.
• Familiarity with the acronyms SCIM, AD, CLI, SSO, and SaaS.
• Feedback, learning, and growing are some of your favorite words and you advocate for this in others. A keen interest in growing within Customer Success; whether that be into a leadership role, additional CS departments or more!
• Someone who works well with internal teams, balancing individual customer’s success with company needs and opportunities.
• A knack for learning things on your own and quickly adapting to new environments. Since 1Password is remote, it’s important to be independent in your research, but also have the humility to ask for help when you aren’t sure about something.
• The thought of tracking minute details doesn’t make you cringe and you’re able to organize yourself and your tasks so customers don’t get missed or dropped.
• It’s a bonus if you have personal experience with 1Password or another password manager. While not required, it will allow you to quickly gain confidence in this role.

What you can expect:

• Month 1
• Get to know the product, our culture, the Onboarding processes, and the people you’ll be working with.
• Learn our CRM, what and how we track, and keep customer information and project tracking updated.
• By the end of the first month, you’ll be able to onboard a small-sized customer through at least one level of the defined Customer Success process.

• Month 3
• Can independently onboard a small-medium sized customer through multiple levels of the defined Onboarding process.
• Supporting existing customers with advanced and ongoing training needs.
• Proactively report on customers’ needs and sharing valuable feedback to enhance and improve processes and the product.

• Month 6
• Lead large customers through multiple levels of the Onboarding process.
• Maximize customer engagements and collaborate with cross-functional peers to ensure a successful launch, long-term engagement, and wall-to-wall adoption.
• Onboard customers, build rapport, and put success plans in place that influence the broader Customer Success metrics and processes.
• Collaborate with team members and cross functionally to improve processes internally and externally, acting as a voice-of-the-customer across the organization.
• Partner with leadership to coach fellow team members through their day to day organization, customer strategy and proactively pitch new ideas.