Ethos is hiring a Customer Onboarding Manager (Mid Market)

BetterHelp is hiring a Customer Onboarding Manager (Mid Market) to join our team via TensorOps. In this role, you will manage the onboarding process for a group of mid-market customers (6-100 shops), ensuring the smooth implementation and adoption of Tekmetric software. You'll develop rollout plans, build lasting customer relationships, and collaborate cross-functionally to drive successful customer launches.

What You'll Do

• Onboard Mid Market Customers: Manage the process for a group of customers, ensuring smooth implementation and adoption of Tekmetric software across all locations.
• Develop and Manage Rollout Plans: Build out and execute detailed plans to ensure successful implementation, customizing the approach to fit customer needs.
• Customer Relationship Management: Develop strong, long-term relationships with key stakeholders, acting as the primary point of contact for onboarding.
• Cross-Functional Collaboration: Work closely with sales, customer success, operations, and product teams to coordinate efforts and share feedback.
• Implementation and Training: Provide detailed product demonstrations and training to customers and their teams.
• Data Migration Oversight: Manage and execute customer data migrations, ensuring accuracy and alignment with expectations.
• Feedback Loop: Gather and synthesize customer feedback to continually refine and improve the onboarding process.
• Problem-Solving & Escalations: Proactively identify challenges and find solutions; manage escalations when necessary.
• Customer Success Support: Work closely with the Customer Success team to ensure a smooth transition from onboarding to ongoing support.

What We're Looking For

• 3-5 years of experience in Customer Onboarding, ideally in a SaaS or B2B environment.
• Proven Project Management Experience: Strong skills in managing multiple, concurrent projects, developing timelines, and meeting deadlines.
• Relationship Building: Experience establishing and nurturing relationships with mid-market and enterprise-level clients, including executive stakeholders.
• Problem-Solving & Escalation Management: Ability to quickly identify issues and develop strategies for resolution.
• Strong Communication Skills: Ability to clearly communicate technical information to non-technical stakeholders.
• Analytical Skills: Ability to analyze customer needs, use data to inform decisions, and optimize the onboarding process.

Nice to Have

• Technical Proficiency: Familiarity with SaaS platforms, data migration processes, and systems integrations.
• Bachelor’s Degree.
• Experience working with auto-repair shops or the automotive industry.

Benefits & Compensation

• Enjoy the flexibility of remote work.
• Competitive base salaries.
• Generous Paid Time Off.
• Paid maternity, parental bonding, and medical leave.
• Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. Employee-only plans cover 100% of premiums; 50% of costs covered for families.
• Free, confidential counseling through partnership with BetterHelp.
• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Life and Accidental Death & Dismemberment (AD&D) Insurance.
• Wellness reimbursement up to $60/month.
• After one year of employment, a $300 home office setup bonus.
• Support for continuing education.

Work Mode

This is a hybrid position for candidates in the Remote, US area.

Tekmetric is an equal opportunity employer. We hire hard working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.