Description

Do you thrive in a fast-paced environment where innovation meets results? Are you passionate about helping businesses reach their full potential? Workiz is the place for you!

As a trailblazing SaaS company in the field service industry, we're at the forefront of change, driving success in one of today's most resilient and rewarding sectors. Our all-in-one platform empowers field and home service businesses with tools to streamline scheduling, dispatching, invoicing, and customer communication – all in one place.

We’re looking for talented individuals who are excited to join our mission of making field service a breeze. Here is a glimpse into what it means to be a part of the Workiz team:

Collaborative Environment: We nurture a culture of collaboration and support, where ideas are highly valued, and teamwork is fundamental.

Dynamic Growth: Join a company on the fast track, experiencing exhilarating growth, perpetually evolving, and driving change.

Impactful Contributions: Witness the direct impact of your efforts on the success of our customers and the advancement of field service business management. At the end of the day, it’s all about the people. Our customers are at the heart of everything we do.

Who We Need

Workiz is seeking a dynamic and experienced Manager of Customer Onboarding to manage, coach, and mentor a team of Onboarding Specialists. In this role, you will be instrumental in driving customer experience, time to value, product adoption, and team productivity, directly impacting key business objectives. You will lead by example, fostering a high-performing team while collaborating cross-functionally to ensure a seamless and exceptional customer experience.

Responsibilities

• Mentor, coach, and empower Onboarding Specialists to achieve their full potential, providing guidance on best practices, customer engagement strategies, and professional development. This includes hiring, onboarding, performance management, and career development.
• Define the “onboarding” and time-to-value period through enabling customers to adopt Workiz as early on as possible.
• Oversee the handoff between the onboarding team and sales, lifecycle marketing and other customer success teams.
• Audit and implement the optimal onboarding infrastructure to drive adoption of Workiz’s platform.
• Monitor key metrics such as adoption rates using Tableau, track customer interactions in HubSpot, and leverage a data-driven approach to building and optimizing scalable onboarding strategies processes that drive efficiency and an improved customer experience.
• Collaborate with sales and post-sales teams to ensure a seamless transition from sales to onboarding to CSM & customer support.
• Identify and mitigate risks associated with onboarding projects, proactively addressing challenges to ensure successful outcomes.
• Foster a culture relentlessly focused on delighting customers in Onboarding & maximizing adoption of Workiz’s products and services.
• Build and scale processes for the OB team to drive efficiency, revenue, and consistent customer engagement.
• Execute decisions related to team management, process improvement, and customer satisfaction, independently addressing personnel issues, implementing process changes, and managing the team's day-to-day operations to meet OKRs.
• Maintain deep product knowledge to provide expert guidance and support to both the team and customers.

Proven Leadership: 3+ years of experience managing and mentoring a customer-centric team, preferably in a SaaS environment. A passion for developing people and building high-performing teams.

Customer-Centric Approach: 5+ years of experience in a customer-facing role, with a deep understanding of customer success principles and best practices. A genuine desire to help customers succeed.

Strong Communication & Collaboration Skills: Excellent written and verbal communication skills, with the ability to build rapport with customers and colleagues at all levels. A collaborative and team-oriented approach.

Analytical Mindset: Experience using data to track performance, identify trends, and inform decision-making. Proficiency with CRM and customer success platforms (e.g., HubSpot, Intercom).

Technical Aptitude: A solid understanding of SaaS technology and the ability to grasp complex technical concepts.

Results-Oriented: A proven track record of achieving customer success goals and driving revenue growth.

Start Up Experience: Proven ability to thrive and contribute in a fast-paced, rapidly changing hyper-growth startup environment.

Bonus Points:

• Experience in FSM industry

Why Join Workiz?

We focus on empowering our team members, valuing each as a long-term investment. Emphasizing the importance of ongoing growth, we are dedicated to nurturing and training individuals, enabling them to exceed expectations in both skills and responsibilities.

Why You’ll Love Being a Workizer:

Fuel your passion (and have a blast doing it!): You won't just use a product you believe in, you'll work alongside a team that makes every day exciting!

Speak your mind! At Workiz, there are no bad ideas. We thrive on diversity of thought and love to see innovation take flight.

Celebrate the culture: Our team is a vibrant mix of backgrounds and experiences. Embrace the richness and learn from each other.

Work-life balance: Find your perfect rhythm with our hybrid model - 3 days on-site and 2 days remote working.

We take our work seriously, but we know how to let loose and celebrate our wins!

Perks

Fuel Up & Unwind: We keep our kitchen stocked with top-notch coffee and a variety of snacks to energize your day.

Four-Legged Friends Welcome: Bring your furry co-pilot to work and join our pack of friendly pups.

Bonding Beyond Desks: We believe in building strong teams, both inside and outside the office with our office book club, catered lunches and office happy hours.

Unleash Your Inner Gamer: Take a break and recharge in our game room, featuring a stocked fridge, a pool table, a dartboard, mini putting green, and gaming systems.

Compensation and Benefits

Market-level compensation based on experience $115,000 - $125,000 On-Target Earnings.

Workiz provides a comprehensive benefits package, featuring employee stock options, Medical, Dental, and Vision coverage options, and up to a 4% match on 401k contributions.

Sick Leave: 5 days per year

Vacation Leave: 14 days per year plus 2 Floating Holidays to use each year

Inclusivity Statement

At Workiz, we believe that great ideas come from anywhere. We support a collaborative environment and value open participation from individuals with different ideas, experiences, and perspectives. We believe having a diverse team makes Workiz a more interesting and innovative place to work, and we strive to make Workiz a welcoming and inclusive place for all.