Customer Onboarding Manager

Customer Onboarding Manager

Company Description

Parallax is a Professional Services Automation platform built specifically to help digital agencies and tech consultancies operate smarter, healthier, and happier — freeing up their time and energy to focus on their craft, make investments into their futures, and grow profitably.

Backed by some of the most successful venture capital firms in the country, Parallax is looking for an experienced Customer Onboarding Manager to be a strategic partner to our customers. In helping them implement our software and establish a strong foundation of adoption, your objective is to put them on a path to achieve their desired business outcomes and realize value quickly.

Job Description

As a Customer Onboarding Manager at Parallax, you’ll be a member of a Customer Success team built to help professional services organizations (agencies, dev shops, etc.) leverage the Parallax software to strategically operate and grow their businesses. You’ll have the opportunity to interface with many different sizes and levels of maturity from the upstart boutique creative firm, to the enterprise software development company.

The Customer Success team is responsible for driving adoption and retaining our customers. We understand that enabling continuous adoption of our cloud solutions and helping our customers achieve their desired business outcomes is critical to building lasting relationships with our customers and ultimately driving revenue for Parallax. 

As a Customer Onboarding Manager, you’ll be responsible for the initial customer experience, focusing on setting strong expectations, connecting systems, loading the software with customer data, and training the end user not just on the software itself, but the core best practices of agency operations the software was designed around.

Your success in this role will be judged on your ability to communicate effectively, move customers through the onboarding experience quickly, and get them to their first realizations of the value Parallax provides.

Primary Responsibilities

• Own the customer relationship through the onboarding process from sign-up to go-live
• Form strong interpersonal relationships with your customers’ champions to build trust in your guidance and the Parallax brand
• Foster customer satisfaction through exceptional service and clear, responsive communication
• Develop implementation plans and lead onboarding activities such as product set up, training, documentation, and helping our customer champions generate excitement to lead their teams to go-live
• Work with customers to understand critical goals, challenges, and key performance indicators to guide and adjust the onboarding experience accordingly
• Leverage internal tooling and telemetry to track customer progress through onboarding and proactively identify risks and opportunities to ensure customers stay on track
• Audit the customer’s deployment to ensure a successful onboarding before go-live
• Collect and record any relevant customer information, challenges, internal dynamics, goals, etc. for use in transitioning the account to your Customer Success colleague that will pick up and maintain the long-term adoption and renewal of your newly onboarded customer

Superpowers

• 2+ years of experience in SaaS, software account management or client services
• Excellent verbal and written skills
• An ability to project manage and hold customers accountable to homework and deadlines
• An ability to set and manage expectations and handle objections
• A drive to take ownership and find answers to difficult problems
• An unwavering positive attitude and a love for helping others succeed
• Ability to manage multiple competing objectives with a demonstrated ability to adapt quickly to change and prioritize workload
• Previous experience in a professional services environment (preferred, but not required)
• Preferred but not necessary experience in Churnzero

What You Will Get in Return 

• Competitive base salary and stock options
• Flexible work environment, including in-office and/or work from home
• Full health benefits, including medical, dental, vision, etc.
• 401k program with 5% company match
• Fast-paced, entrepreneurial environment
• Employee health, wellness, and culture programs
• An opportunity, only limited by your ambition and creativity, to impact our company’s future

Equal Employment Opportunity 

We’re proud to be an equal opportunity employer and welcome our employee’s differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Differences make us better. Join us.