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Fastpath Solutions, LLC is a growing company faced with a common industry challenge: How do we grow our organization while keeping the close-knit culture that makes us great?
We decided to answer that challenge in the simplest terms: we hire talented professionals who truly understand that our workplace is a highly collaborative and interactive work environment. You see, at Fastpath, we get along, we respect each other, and we rely on each other to deliver outstanding service to our clients. It’s part of why we’ve earned Top Workplace recognition for several years running.
Every day, we deliver solid results through a fluid process. We are at the cutting edge of security, audit and compliance solutions which means we balance disciplined project management with spontaneous innovation every single day.
At Fastpath, we strive to treat each customer as if they are our only customer. As a manager of the Customer Onboarding team, you’ll be at the center of our strategy to help customers achieve their desired outcomes. The Manager of Onboarding oversees members of the Customer Onboarding team and works to develop and support customers and Onboarding Managers. This is a team manager and customer-facing role requiring superb customer service kills, a positive energy, tenacity with solving problems, and truly caring about a customer’s successful usage of product.
Responsibilities:
Hire, mentor, and develop team members that are motivated to drive customers to value
Ensure the team has clear goals and direction that can be measured and evaluated to continuously improve the customer experience
Maintain a healthy culture within the team that is in line with the company values
Create and deliver monthly reports on customer onboarding activities and make recommendations for product improvementsDevelop and apply customer onboarding processes and process improvementsCollaborate with peers to advocate for both your department and customer needs
Facilitate customer onboarding for a subset of customers and as needed, act as an escalation point for customers during implementation
Organize and institute a customer-facing rollout plan, consultation procedures, and customer training outline
Establish and maintain strong customer relationships to monitor their experience with the platform
Achieve positive customer reviews and satisfaction scores, both internally and via common review platforms
Ensure an excellent customer experience and influence customer retention and brand loyalty, influencing platform adoption and user growth
Promote customer training and review relevant release notes
Discover areas for growth, using customer usage data and use case examples for leveraging new product features and functionality
In collaboration with the Sr. Director of Customer Success develop strategic initiatives to enhance the customer onboarding process to include creating, testing, and delivering next evolution of customer onboarding
Required:
5+ years of experience Customer Onboarding or Customer Success
1-2 years of experience managing an Onboarding team at a B2B SaaS company
Excellent oral and written communication skills along with an ability to work with a broad range of internal and external clients
Experience facilitating software implementation and/or organizational change projects
Advanced understanding of internal processes and business operations for successful adoption and retention of software and processes
Proven experience self-motivating within a high-performing, fast-paced team
Experience presenting customer facing slide deck as part of ongoing customer meetings/kick off. Experience using Excel for monthly reporting
Experience with CRM tools required. Experience with Hubspot, Salesforce are preferred
Demonstrated success collaborating across and within all departments and levels to ensure a quality customer onboarding
Preferred:
BA/BS degree in Business, Technology, or related field
Experience related to audit/compliance/identity is helpful but not required
Experience working with Fastpath software previously is a win
How You’ll Be Rewarded:
Base Pay Range: $80,000 – $105,000
The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and will be based on various factors including but not limited to relevant skills, experience, and capabilities.
A discretionary bonus typically paid annually
401(k) Match – Employer match up to 4%
100% employer paid premiums for medical and dental insurance
100% employer paid premiums for short- term disability, long- term disability, basic life insurance