Onboarding Manager

Time zone
Anywhere 🌎
Full Time
Opening date
Closing date
1 Aug 2021


This job has now closed and is no longer accepting applications.

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Archive Job Description

At Brazen, we believe everyone deserves a job they love, including you! We are a smart, scrappy, compassionate, and fun bunch, who genuinely love our jobs almost as much as we love our customers.

Brazen is a rapidly growing Venture Capital-backed SaaS startup. Our HQ is in Arlington, VA. Some of our roles are local to our DC office, but we have talented teams all over the map as we continue to build our safety-first hybrid remote and in-person culture, and we care more about what you might bring to our team and where you want to go in your career than where you are located.

If you’re like us, you’ve read tons of job descriptions that look a whole lot like this one. But what we can’t put in words is why we would love to hear from you. You’ve heard the term “living in the gray area,” right? Well, a great fit for Brazen is someone who wants to live in technicolor. There’s never a gray moment here! We are all entrepreneurs at heart, who believe that when you bring your full self to work, the possibilities are infinite.

If your interest is piqued, let’s chat! We’d love to show you, rather than tell you, what makes us special, and find a place in our organization where you can thrive.

What we do

Our virtual event platform offers employers, universities, workforce development organizations, and associations an innovative way to connect, engage, and chat with top talent–passive and active, as well as their current employees. Organizations like CVS Health, KPMG, Raytheon, dozens of hospitals, school districts, colleges, and universities leverage our technology every day to increase engagement and improve communication, and simply lower barriers for job seekers.

Who we are seeking

Brazen is looking for a tech-savvy, customer-focused Onboarding Manager to join our team. Do you enjoy helping people understand new systems and complex processes without making them feel completely overwhelmed? Have you worked for a SaaS company, or are you familiar with online events? If you answered yes to any of those questions, we should talk. If you are an early adopter of new technology that takes great pride in being an expert in things that other people find challenging, then we should definitely talk!

The onboarding team is the first point of contact for new clients. Our Onboarding Manager guides our clients through a robust setup, activation, adoption, and training protocol during their first 60 days on the platform. The primary goal is to develop clients that are poised for amazing business growth through the full utilization and adoption of the Brazen platform.

In this role you will:

  • Manage multiple customers in the onboarding process, including onboarding and event strategy, trainings, troubleshooting, and account management handoff
    • Work with the sales team to gather information about the customer, their users, future events, and goals to develop a customized onboarding strategy
    • Assist customers with the initial activation, setup, and implementation of their Brazen instance
    • Respond and resolve customer concerns and issues during onboarding in a timely and courteous manner
    • Work closely with Customer Success Managers and Technical Implementation Specialists to train, support, and ensure a smooth onboarding process and help customers become as self-sufficient as possible
  • Drive adoption of the Brazen platform through user engagement and utilization as well as building, promoting, and executing a live event within 60 days of contract signing
    • Educate customers on the values, key features, and benefits of Brazen to translate customers’ online chat & event initiatives/outcomes into the Brazen platform
    • Guide customers through the strategic decisions that must be made to deliver a successful implementation. Communicate best practices for different aspects of the online event management process
  • Use key metrics and project plans to track and document the entire onboarding process
    • Meet and exceed performance metrics
    • Ensure the internal team is aware of any key dates, potential issues, and
    • Document customer needs, feedback, and event strategy to ensure a smooth transition from the onboarding team to the account management team
  • Communicate professionally and effectively through verbal, written, and video communication

You’ll be a strong fit for this role if you bring:

  • 3+ years of experience in customer success, preferably with a SaaS company
  • Project-management minded and value-conscious
  • Be a natural teacher and influencer
  • Pride themselves on communicating clearly and concisely
  • Possess superior time-management skills
  • Be a ridiculously organized person
  • Be growth-minded and constantly learning
  • Be a self-starter who is used to and enjoys working autonomously
  • Be collaborative and team-oriented
  • Have proven experience building relationships with, and managing professional accounts
  • Posses a helpful and friendly demeanor
  • Demonstrated prior successful experience working remotely

Brazen is committed to advancing diversity, equity, and inclusion in hiring, in programming, and in all other aspects of the work we do. Diversity, equity, and inclusion are deeply connected to our mission, our success, and our culture. Some organizational priorities include: 

  • Developing policies, procedures and services that uplift and protect to prevent inequalities 
  • Building relationships among staff, customers, and supporters that are reflective of our tech community
  • Prioritizing the inclusion of diverse communities in internal leadership
  • Fostering a culture of open-mindedness, compassion, and inclusiveness
  • Creating and maintaining opportunities for engagement, education, and discourse related to issues of equity, diversity, and inclusion

Brazen is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Brazen are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Brazen will not tolerate discrimination or harassment based on any of these characteristics. Brazen encourages applicants of all ages.

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