Onboarding/Implementation Manager (SaaS)

TL;DR

Onboarding/Implementation Manager (SaaS): Leading and developing a team of Onboarding Specialists to deliver a best-in-class client experience for a software product with an accent on driving key performance metrics, reducing churn during onboarding, and ensuring client success. Focus on data-driven decision making, strategic team leadership, and cross-functional collaboration to optimize the client journey in the North American market.

Location: This is a remote position, restricted to USA (Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas, Utah) and Canada (Ontario, Quebec). The company also supports a hybrid work environment.

Company

Phorest is a software company founded in 2002, empowering 11,000 hair and beauty salons globally with the aim to capture 25% of the market.

What you will do

• Lead and develop a high-performing team of 7 Onboarding Specialists, providing clear direction, coaching, and quality assurance.
• Own and drive onboarding metrics such as go-live targets, cancellation rates, and client satisfaction, providing data-driven insights to leadership.
• Handle customer escalations creatively and develop strategies to reduce churn during the critical onboarding phase.
• Act as the voice of the customer, maintaining strong cross-functional relationships and serving as a key liaison for client feedback.
• Identify trends and opportunities, manage team capacity, and implement process improvements to align with company objectives.

Requirements

• Bachelor's degree required.
• 4+ years of work experience in a SaaS environment, specifically in onboarding or implementation functions with proven success driving metrics.
• 2+ years managing operational teams.
• Strong analytical skills with the ability to translate data into actionable insights and business cases.
• Effective communication skills to convey complex information and influence cross-functional stakeholders.
• Client-centric approach with a deep understanding of the customer journey and passion for the salon industry.
• Demonstrated technical aptitude to quickly learn complex SaaS products and understand customer perspectives.

Culture & Benefits

• Fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, EAP, and wellness perks.
• Access to optional extras, such as a 401(k) and a range of upgraded insurance options.
• Career development opportunities with an in-house Learning and Development/Business coach and online resources like LinkedIn Learning.
• Regular social events and encouragement for Employee Resource Groups to foster camaraderie.
• Emphasis on innovation, meaningful impact, and a collaborative, diverse, and inclusive team environment.
• Flexible work arrangements that support work-life balance and personal growth.