The Customer Success/Onboarding Senior Manager implements strategies and processes that deliver consistent customer satisfaction to facilitate long-term relationships and promote retention. Manages and oversees the daily activities of a customer success function, ensuring customers successfully leverage the organization's products and services to achieve their business objectives. Being a Customer Success/Onboarding Senior Manager collects and responds to feedback with focused support for identified customer needs and challenges. Ensures that onboarding processes are precisely executed to facilitate smooth product adoption and build a strong customer relationship foundation. In addition, Customer Success/Onboarding Senior Manager builds teams of customer advocates with product training, coaching, and skill development to enhance customer engagements. Collaborates with sales, product development, and other customer-facing functions to deliver solutions and tools. Acts as the voice of the customer with internal teams to provide solutions, product enhancements, and other actions to ensure customer success. Requires a bachelor's degree. Typically reports to a director. The Customer Success/Onboarding Senior Manager typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. Working as a Customer Success/Onboarding Senior Manager typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments.
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The Onboarding Success Manager is responsible for ensuring that new employees have a smooth and successful transition into their roles within the company. This includes coordinating and facilitating the onboarding process, providing training and support, and serving as a point of contact for any questions or concerns. The Onboarding Success Manager works closely with HR, hiring managers, and other team members to create a positive and welcoming experience for new employees, ultimately contributing to their long-term success and retention within the organization.