• Manager of Customer Onboarding - SaaS

    Job Locations US-NJ-Holmdel
    Posted Date 2 months ago(5/10/2018 4:59 PM)
    # of Openings
  • Overview

    WorkWave is looking for a Manager of Customer Onboarding to lead in developing our onboarding operations and scaling WorkWave’s rapidly growing customer base. You will be the key go-to person between sales and support, assisting new clients with their account setup, data migration and platform training. Your number one priority will be working to ensure WorkWave’s clients success with the WorkWave platform. We are looking for an organized, tech-savvy, intellectually curious candidate with excellent communication skills and the ability to learn quickly. You will be helping our customers and building industry leading processes for customer setup and education.


    • Manage overall customer onboarding process and work closely with the Sales and Customer Success team to ensure seamless experience for all new WorkWave customers.
    • Develop and implement industry leading onboarding processes for scaling implementation and training while delighting new customers.
    • Resolving challenging and complicated issues with effective problem-solving skills.
    • Monitor customer advancement through the onboarding phase, analyze usage, and ensure onboarding exit criteria are completed before transitioning customers to the Support Team.
    • Work closely with business owners to understand their needs and generally get them setup for success with WorkWave’s SaaS Platform.
    • Work cross-functionally with Sales, Finance and Customer Support throughout a customer lifetime to ensure long term success'.
    • Provide high-quality support to business owners through phone and email as needed.


    • Extreme attention to detail and meticulously organized.
    • Relentless problem-solver.
    • Strong written and verbal communication skills.
    • Strong organizational leadership skills.
    • Excellent time management and strong sense of urgency.
    • Orientation toward analytics and process improvement opportunities.
    • Ability to prioritize and lead multiple priorities, projects, resources.
    • Bachelor's Degree, 4+ Years in Customer Service, or Onboarding Role.
    • Experience with Salesforce CRM is a plus.


    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 others 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.
    • Team Player: You’re willing to jump in and help whenever and wherever needed by the team. Your goal is to find ways to provide value rather than call attention to your individual performance.
    • 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.
    • Willing to Make Mistakes and Intellectually Honest When You Do: You are not afraid to make mistakes and, when you do, you admit them, learn from them and ensure they don’t get repeated in the future. Placing blame and spending time pointing fingers is not part of your DNA…learning enough to make sure we don’t repeat the mistake is.


    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!



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