Onboarding Manager

 Job Summary

The Onboarding Manager is responsible for overseeing the entire process of bringing new clients onboard. This includes setting up their sites, coordinating training, and providing support after launch until clients are ready to transition to the Support team. The Onboarding Manager ensures that client expectations are met, timelines are adhered to, and deliverables are completed within the agreed scope and standards.

Key Responsibilities:

• Oversee and manage the end-to-end customer onboarding process.

• Understand and communicate the scope of the client contract, ensuring expectations are clear.

• Deliver the final product to the client, ensuring it meets scope, standards, and timelines.

• Set up and manage the client’s Zendesk account and Jira project.

• Maintain accurate status updates for the project in Jira and Zendesk.

• Request information, deliverables, and ETAs from the client and communicate them to the internal team.

• Gather requirements from the client and provide necessary information to internal teams to execute tasks.

• Flag out-of-scope requests or deviations from the project timeline to both internal teams and clients.

• Oversee the mapping and migration of sites with simple content types.

• Act as the main point of contact for the client throughout the onboarding process.

• Share progress reports and hours both internally and externally.

• Coordinate all client meetings, ensuring the right people are involved at the right time.

• Recognize when technical or strategic help is needed and involve the appropriate team members.

• Improve product adoption and customer retention by fostering strong, positive client relationships.

• Train clients on editorial tools and dashboards to help them achieve their goals.

• Coordinate technical training for L&D, client backends, and JS Feed Builder.

• Provide materials to clients to support their learning of best practices and maximize outcomes.

• Capture and differentiate between promised features and new client requests for future consideration.

Base Benefits Package

• Remote work forever

• Monthly wellness subsidy

• Flexible work hours

• Flexible paid time off (PTO) with 12 national holidays and 20 days of vacation per year, as well as paid sick days and personal celebrations days

RebelMouse is committed to providing a diverse work environment. We appreciate the unique competencies that each person brings to the company, and we provide equal employment opportunity to all applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, protected veteran status, or disability status.

Qualifications and Skills:

• +4 years of experience in similar jobs (Account Managemenr, Project Management, Onboarding Management, etc)

• Proven experience working in tech, SaaS, or related industries.

• Excellent communication and interpersonal skills, with the ability to manage client relationships effectively.

• Strong organizational and multitasking abilities to manage multiple onboarding projects simultaneously.

• Experience with project management tools like Jira and customer support platforms like Zendesk.

• Ability to set clear expectations, manage scope, and adhere to deadlines.

Preferred:

• Experience working with complex software or content management systems.

• Familiarity with client training and product adoption strategies.

• Ability to identify opportunities for improvement in onboarding processes.