WorkWave™

Customer Onboarding Manager

US-NJ-Holmdel
4 weeks ago
ID
2017-1262
# of Openings
1

Overview

WorkWave is seeking a motivated, energetic, and experienced manager to lead, mentor, and manage our team of Customer Success Specialists. This person will help transform the overall experience for our customers, ensuring that onboarding, conversions, and training continue to improve as we scale our business. This is a direct-line management role that will involve day-to-day supervisory duties of the team as well as acting as an escalation point across teams and for customers.

Responsibilities

  • Direct line manager for our Customer Success Specialists
  • Relies on extensive experience and judgment to plan and accomplish goals
  • Maintains and improves operations by monitoring performance; identifying and resolving problems; preparing and completing action plans
  • Oversees customer data migration projects - guides team project management processes, tracks progress, and reports project status to senior management
  • Ensures case management procedures are followed by all team members
  • Tracks performance and KPIs, and provides routine updates to upper management
  • Escalation point for both internal and customer issues to ensure prompt communication of status and setting appropriate expectations of actions and timelines
  • Performs regular 1 on 1s, quarterly check-ins, and annual reviews for staff, focused on mentoring, professional development, and ensuring team performance to expected levels
  • Provide mentoring, cross training, and quality assurance to ensure that we are providing customers with best-in-class onboarding and training

Qualifications

  • Strong background in customer service and training
  • Previous experience training for software highly preferred
  • 3+ years of experience in a management role
  • Proactive management style, able to motivate, hold accountable, and think strategically
  • Solid experience in managing, mentoring, and structuring customer-facing teams
  • Track record for handling escalated issues appropriately
  • Strong communication skills within team, between teams, and with management
  • Project management experience
  • Advanced Excel / Data Analysis skills preferred

Why work for WorkWave?

 

Voted one of the Best Places to Work in New Jersey, WorkWave is unique in that it has a large, established base of loyal customers but also has enormous growth opportunities in multiple areas.  We are transforming the field service industry, one customer at a time, by building intuitive, best in class cloud-based software, mobile apps and high-value services that solve key pain points our customers face every day, allowing them to save money, save time and improve customer service levels, all at the same time.  To do this, we focus on 3 simple things:  (1) Hiring and developing great people, (2) Building great products quickly and (3) Turning customers and employees into raving fans. We’re looking for individuals that are passionate about and can help us deliver on those 3 simple (but hard to achieve) tenets.

 

Work here...Wave hello to a job you’ll love! This position is based at our home office in the historic Bell Works complex located in Holmdel Township, New Jersey.

 

 

We offer a robust benefits package, including health and dental, paid time off, a 401k with company match and a great environment filled with energetic, fun, team oriented people.  Most importantly, at WorkWave, there IS such a thing as free lunch.  By bringing in lunch from local businesses Monday through Thursday for our entire NJ staff, we support local business and offer a great perk, all at the same time. On Fridays we encourage employees to take advantage of the hour lunch break away from their desks and explore what the Bell Works “Metro-Burb” has to offer!

 

We value people who are smart, passionate and get things done.  Fit is the most important criteria for us when hiring. We can always find “good technicians” but finding “good technicians” who can succeed in our environment is absolutely critical. So, when we say “fit,” what does that mean to us? To “fit” at WorkWave you must be:

  • Intellectually Curious and Passionate: You love figuring out what the problem is and finding a way to fix it. You enjoy coming to work each day and have a positive energy that the organization can see and feel.
  • Empathetic and Respectful: You truly appreciate other’s perspectives. You put yourself in others shoes and go out of your way to ensure that all perspectives are heard and understood before decisions are taken.
  • Analytical: You use data as a guide in your decision-making. You’re able to understand what data is needed, to parse that data in ways that provide key insights and summarize it for the team so that it can be used to drive the intended decisions.
  • Get Things Done: Once you’ve determined the key elements of the problem, you solve it and figure out how to most effectively put that solution in place. You’re not afraid to roll up your sleeves, take responsibility and make things happen as an individual contributor but also know how to drive your team to do the same. Once you start them, you like to finish things, not just “checking the box” but making sure that they get done and done right.
  • Customer Centric: You have a strong empathy for the customer, wanting to deliver quality results to make customers raving fans.  You seek out knowledge to understand a situation before you start researching or development, ensuring the most accurate and effective results for the end user.



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