Customer Onboarding Manager

As a Customer Onboarding Manager, you are the trusted point of contact for valued new customers that work with our Sales partners. Your previous experience has prepared you to be adept at orchestrating the entire onboarding process to ensure a seamless experience for client administrators. You embody a proactive, service-first approach, anticipating client needs, and setting the stage for a successful long-term partnership with Justworks.

As a Customer Onboarding Manager, you will own the responsibility for getting new customers up and running on our platform. This is a customer service focused role, centered around relationship management. As a Customer Onboarding Manager at Justworks, you will be working in a highly dynamic and visible role within the company. You will work closely with customers to help them succeed as they transition to our mission-driven PEO solution. You will gain direct experience in the HR, payroll, and benefits space in order to help drive Justworks' mission of freeing entrepreneurs to focus on what matters: building their business and creating great places to work.

Onboarding is a pivotal moment in our customers' life cycle because it is the first time they experience the product and service for themselves. We are trusted partners for our customers and product experts they can rely on during implementation. Onboarding Managers play a crucial role as the bridge between Sales, Operations, and Customer Success to set the stage for a long-lasting and successful customer relationship.

• Serve as the main point of contact for new PEO customers assigned to you, ensuring a seamless transition experience for client administrators, building and nurturing strong relationships with customers.
• Embrace a proactive, service-first approach to anticipate and meet client needs, setting the tone for exceptional service.
• Efficiently address and resolve admin questions, triaging to appropriate teams when necessary.
• Review account setup meticulously to guarantee accuracy and completeness.
• Lead customized introduction calls to establish rapport, understand client goals, and pave the way for a successful partnership.
• Engage onboarding specialists as needed, leveraging their expertise to address specific client needs or challenges.
• Facilitate comprehensive payroll calls to ensure accurate and timely payroll processing.
• Send regular check-in emails to maintain open communication and promptly address any client concerns.
• Prepare and deliver detailed handoff emails, signaling the successful completion of the onboarding process.
• Build and nurture strong relationships with sales teams, collaborating closely to ensure alignment and success in client onboarding.
• Proactively monitor and manage timelines to ensure all onboarding milestones are met, providing clients with a smooth and efficient experience.
• Collaborate effectively with internal teams, including onboarding specialists and customer support, to provide comprehensive and top-notch support for clients.
• Performs other related duties as assigned with an emphasis on- 
• Customer Focus - Build strong customer relationships and delivery customer-centric solutions 
• Plans and Aligns - Breaks down objectives into appropriate initiatives and actions; stages activities with relevant milestones and schedules
• Collaborates - Building partnerships and working together with others to meet shared objectives
• Curious - The innate desire to learn, grow and understand

As a Customer Onboarding Manager, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

• Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
• Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Curious - the innate desire to learn, grow and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

• Minimum of 2 years of professional experience in customer service
• Ability to explain complex products or services in a way that can be easily understood
• Excellent organizational, written and verbal communication skills
• Strong attention to detail with ability to manage competing priorities and multitask
• Ability to work as part of a team and be resourceful and adaptable
• Aptitude for learning new products and subject matter, and helping others learn as well
• Willingness to dive right in and affect change
• Passionate about a career path serving customers 

#LI-Hybrid #LI-KC2

The base wage range for this position based in our New York City Office is targeted at $36.30 to $39.93 per hour.