Manager, Customer Onboarding - Toronto, Canada - Loopio

Loopio

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Loopio is a workplace that unleashes learning & growth opportunities for our Loopers. We provide autonomous, challenging work that allows each employee to master their craft.

We attract and retain people who are naturally curious, have grit and are eager to grow and build their careers.

At Loopio, we genuinely support each other, because true success comes from working as #oneteam.

What You'll Be Doing:

Lead, coach and nurture a team of high performing Customer Enablement Managers focused on the implementation and adoption of Loopio customers
Provide career mentorship, lead performance reviews, hold regular 1:1s, and growth and development conversations with your team members, including ongoing feedback, goal alignment, and monitoring of progress against agreedupon goals
Stay curious and agile, leverage data, customer conversations and team feedback, to evolve the customer onboarding journeys for both our Commercial and Enterprise customers
Work with leaders across Customer Experience and the entire organization to ensure we have created the optimal customer journey for all our customers
Represent the Enablement Services team and our customers by partnering with Product to ensure our product is evolving to meet the needs of both our customers and the internal workflows of the Enablement Services team
Partner with Sales in presales conversations with prospects to showcase the value of the Customer Experience we provide at Loopio and demonstrate how customers can expect to be supported by your team
Ensure there is a seamless handoff between Sales and Onboarding during the transition from prospect to customer by aligning on processes driven by customer outcomes and the needs of key stakeholders
Work closely with members of the Services team, to ensure Onboarding and Services are functioning together in harmony, and that we are delivering efficient and valuable experiences to support our customers
Actively partner and plan together with Loopio's Customer Education team to ensure that our ondemand onboarding experience is easily accessible and reflective of the latest onboarding information and best practices
Work closely with our Customer Success leaders to maintain a smooth transition from onboarding to success for our customers, and on internal strategies to meet our revenue targets as a Customer Experience team
Support the recruitment and hiring of all new members of the onboarding team
Regularly report on the state of onboarding via a monthly team newsletter, monthly metrics, and capacityplanning

What You'll Bring to the Team:

At least 4 years of Customer Success or Customer Onboarding/Implementations experience; preferably in a B2B SaaS environment
Experience in leading a team or members of a team for at least 1 year, delivering feedback and careerbuilding conversations with team members
Experience contributing to the building or evolution of a B2B SaaS Onboarding experience
A love for data, experience running reports through Salesforce and crunching numbers in Excel or Google Sheets
Measuring capacity and team utilization against forecasting and past performance
Comfortable in delivering presentations to company leadership
Experience and a keen interest in developing processes
Impeccable written and oral communication skills focused on driving results and building relationships
Curious, thoughtful and, solutionoriented; you are driven to understand what is important to the customer
Experience helping organizations with Change Management is a plus
Experience writing sales proposals or responding to RFPs is a plus

Where You'll Work:

Loopio is a remotefirst workplace because we recognize the advantages of working flexibly. We have two Hub Regions, which means that employees live and work within a 300 KM radius of Toronto (within Ontario) or Vancouver (within British Columbia) and work within regular business hours in their timezone.
Loopio's office headquarters are located in Toronto's vibrant Kensington Market. Ontario Loopers have the option to work in the office (when it's safe to do so) or from home, whatever works best for you Loopio does not have a Vancouver office space and BC Loopers will work remotely from home.
You'll collaborate with your teams virtually (we're just a Zoom call away) and have established core sync hours and focus time during the workday to enable us to work smarter together

Why You'll Love Working at Loopio:

Your manager supports your development by providing ongoing feedback and regular 1-on-1s
You have tons of autonomy and responsibility: this role provides an opportunity to try new things and push creative boundaries
You'll learn more than you thought was possible; our team is obsessed with personal and professional growth (every Looper receives a professional mastery allowance each year)
You'll be set up to work remotely with a MacBook laptop, a monthly phone and intern