Customer Onboarding Manager

Who we are...

Connecting people in a more meaningful way is not just what BombBomb’s software delivers — it’s what drives our teams every day. Through simple, personal video, we aim to rehumanize communication. Our team is resourceful and intelligent. Competitive and collaborative. Fun-loving and tenacious. We’re close-knit and love adding new talent to the mix. If you are seeking a dynamic workplace and new challenges, we want to hear from you!

Work Location:

You must live in one of the following US States to be considered for this position: Colorado, Florida, Georgia, Maine, Texas, Utah, Virginia, or Wisconsin.

Who we’re looking for...

The Customer Onboarding Manager on the Customer Success team manages the launch and implementation of our most important customer accounts. Their mission is to create high user adoption by having a clear understanding of each account’s goals and pain points and positioning solutions that drive long-term success. They establish themselves as customer advocates through proactively identifying needs, providing business solutions, and executing the Onboarding Playbook by collaborating cross-functionally with Sales, Marketing, Product, Tier 2, and Technology.

What you’ll do...

• Own project implementation and product configurations as specified by the customer Statement of Work and identified use cases.  
• Utilize standards as outlined in the Onboarding Playbook and achieve a 90% completion rate of the onboarding program for all teams.
• Work with team admins to achieve 90% team seat invite acceptance.
• Inspire, train, coach, and provide solutions for teams to optimize the product in their business use case. Average 75% weekly active usage with assigned teams. 
• Utilize Salesforce and other identified tools to maintain and update customer account information. Document each interaction and activity as observed by your supervisor.
• Coordinate and lead account launch efforts within an agreed-upon timeframe with the customer. For each account, within the Salesforce account record, map out all of the launch tasks with completion dates and execute each task by its due date. 
• Develop a proactive report, detailing the state of your accounts, each month to your leadership team. Highlight wins/losses and next steps for how we are driving the relationship and product usage.
• Maintain a high NPS and CSAT rating for the customer experience through Onboarding.
• Establish trusted relationships with each customer by developing connections with key executives and identifying internal champions. Maintain a weekly “Green” relationship status with all accounts.
• Seamlessly hand off accounts to CSM/CSSs according to the launch plan by developing a customer’s 1st Impact Review (IR’s) and documenting each customer’s action plans or next steps for the assigned CSM. 
• Establish and achieve goals every quarter with your supervisor that yields quantifiable results around building, sustaining, and improving the business and your own personal development. Show progress of every goal in each 1:1. 

How you'll do it...

Embody BombBomb’s core values: Relationships, Fun, Humility, Flexibility, and Service

Our ideal candidate will be or have...

• Bachelor's degree, or equivalent experience
• 2 years experience in Customer Success, Account Management, Sales, and related fields with a preference toward experience in multiple fields
• 1 years experience with executive presence (meeting, presenting, negotiating, relationship management, etc.)
• 1 years experience with onboarding and implementation of a technical product for teams and organizations
• Strong written and verbal communication skills
• Ability to quickly build rapport and relationships
• Demonstrated ability learning and applying new technologies to their work
• Your unique strengths - if you don't match everything we're looking for, tell us why you'd be a great fit in your cover letter. 

Compensation...

The salary range for this position is $70,000 - $90,000 annually. Final compensation for this role is determined by a variety of factors, such as a candidate's relevant work experience, skills, certifications, and geographic location. 

BombBomb Benefits Package includes:

• Excellent Medical, Dental and Vision Benefits for you and your family
• Flexible Paid Time Off program
• 9 paid holidays
• 401k Plan with employer match
• Mental Health Days - First Friday of every month off
• Monthly Internet stipend
• New Hire Home Office set-up bonus
• Annual Education / Development for your career growth