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Summary:
- Registrar Corp’s mission is to promote consumer health and safety by providing over 30,000+ food, cosmetic, medical device, and drug clients in 180+ countries with compliance software and services.
- We are growing fast and seeking talented and dedicated professionals to join our team.
- The Manager, Client Onboarding and Training will lead the delivery of exceptional onboarding and training experiences for our SaaS and services clients.
- The role reports to the VP of Client Success and will be responsible for defining and optimizing client onboarding processes.
- This manager will collaborate closely with teams across Sales, Account Management, Client Support, Product Management, and Technology to ensure a seamless client journey, foster continuous improvement, and improve client retention and satisfaction.
Responsibilities:
- Own client onboarding and training efforts for all SaaS and services solutions.
- Define, implement, and refine client onboarding processes where they do not currently exist.
- Develop and lead a team to execute client onboarding and training processes, ensuring high-quality delivery.
- Monitor and improve key metrics, including Time to Value (TTV) and client satisfaction across their journey.
- Create and maintain client-facing onboarding assets, including presentations, training documents, guides, videos, and Pendo content.
- Collaborate with the Product team to understand and communicate new features to clients.
- Conduct internal training for sales and client support teams on new product features and updates.
Requirements:
- Bachelor’s degree or equivalent work experience.
- Experience onboarding or training clients in SaaS and/or services businesses.
- Background in client support and/or managing customer-facing teams.
- Proven track record developing new processes and driving continuous improvement.
- Strong leadership skills including experience managing and developing team members.
- Ability to handle conflict and manage challenging client situations with professionalism.
- Excellent adaptability and attention to detail.
- Familiarity with Office 365 and Zendesk.
Benefits:
- Medical, Dental, Vision, 401(k) with company match.
- Remote eligible role.
- Fun, collaborative work environment.
- Target compensation $90-110k with annual performance bonus eligibility.
