What are the responsibilities and job description for the Onboarding Customer Success Manager position at NetDocuments?
NetDocuments is the world’s #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work. We strive to win together through passionate hard work, exploring new things and recognizing every interaction matters.
NetDocuments provides rewarding career growth in an inclusive, diverse environment where employees are encouraged to openly contribute creative ideas and innovation, backed by supportive peers and leadership working together to achieve our goals as a unified team.
At our core, we are dedicated to empowering our employees to drive successful business outcomes and better user experiences for our customers and partners. Our customer-centric approach and employee enablement has allowed us to enjoy many accolades, including being named among the 2022 list of Inc. Magazine’s 5000 Fastest-Growing Private Companies in America. Other recent awards include:
- 2023 National Top Workplaces
- Two-time winner (2021, 2022) Top Workplace in the US by the Salt Lake Tribune
- Two-time winner (2021, 2022) Utah’s Best Companies to Work for by Utah Business magazine
- 2022 Employee Appreciation and Employee Well Being by the Salt Lake Tribune
- 2022 Top Workplace in the US by the Salt Lake Tribune for the Technology Industry
- 2022 Top Workplace in the US by the Salt Lake Tribune for Compensation & Benefits
- 2022 Top Workplace in the US by the Salt Lake Tribune for Work-Life Flexibility
- 2021 Top Workplace in the US by the Salt Lake Tribune for Remote Work
- 2021 Top Workplace in the US by the Salt Lake Tribune for Top Managers
- 2021 Top Workplace in the US by the Salt Lake Tribune for Compensation
- 2021 Coolest Tech Companies to Work for by Dev Mountain
NetDocuments is a hybrid, remote-friendly workplace. Come join our team and work inspired each day!
About the opportunity:
NetDocuments is seeking an Onboarding Customer Success Manager. You will be the first point of contact for our new customers (after implementation), guiding them through the initial stages of their journey with our products and services. You will be instrumental in improving time to value, enabling customers to quickly realize the benefits of their investment, reducing churn within the first year, and driving product adoption. Your primary focus will be on engaging with SMB clients, understanding their needs, and maximizing their utilization of NetDocuments solutions to achieve their business objectives. This role will report to the Onboarding Manager in Customer Success.
What your contributions will be:
- Develop and execute tailored onboarding plans for SMB clients to drive rapid enablement and adoption
- Proactively monitor SMB client health metrics, addressing potential issues early in the customer lifecycle.
- Implement strategies to enhance 'Time to Value' for SMB clients, ensuring immediate benefits from our products.
- Provide comprehensive training and support materials to educate SMB clients on product features and best practices.
- Collaborate cross-functionally to ensure a seamless transition from sales to customer success for SMB clients.
- Gather and leverage SMB client feedback to continually improve the onboarding process and product offerings.
- Maintain a deep understanding of the product to troubleshoot issues and deliver effective solutions to SMB clients.
- Utilize customer success technology to track SMB client interactions and progress.
- Mitigate churn risk for SMB clients by identifying at-risk customers and developing retention plans.
- Develop playbooks along the SMB client journey to promote product adoption and risk awareness.
- Create customer-facing content and collateral to enable success for SMB clients.
What you will bring to the team:
- Proven track record of impacting churn and driving growth in a customer-facing role
- Strong relationship-building skills with the ability to establish rapport and trust with SMB clients
- Exceptional organizational and communication skills, both written and verbal
- Ability to present effectively to internal and external stakeholders, conveying complex information in a clear and concise manner
- Collaborative mindset with the ability to work effectively within cross-functional teams
- Customer Orientation with a focus on problem-solving and solution implementation
- Business Acumen with a strategi approach to customer success
- Strong understanding of customer success principles and practices, including onboarding, adoption, and churn reduction.
- Empathy and a genuine desire to solve customer problems and contribute to their success.
Required Education and Experience:
- 4 years previous experience leading customer success, account management, or a related customer-facing role within a technology company.
- Bachelor’s degree in business discipline or equivalent years’ experience
Preferred Experience:
- Familiarity with the legal industry and its unique challenges
- Gainsight and/or GuideCX experience
What you will receive:
- 90% healthcare premiums company covered
- HSA company contribution
- 401K match at 4% with no vesting period
- Flexible time off typically 3 to 4 weeks a year, not including the 9 paid holidays
- Authenticity and accountability from leadership
- Connection, access, and mentorship from exceptional leaders
- Growing company with opportunities for advancement
NetDocuments is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, individual qualifications, without regard to race, color, religion, sex, (including pregnancy), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity and/or expression, military and veteran status, or any other status protected by laws or regulations in the locations where we operate. NetDocuments believes diversity and inclusion among our employees is critical to our success, and we are committed to providing a work environment free of discrimination and harassment.
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