Manager, Customer Onboarding
Lone Wolf Technologies
full-time
Posted on:
Location Type: Hybrid
Location: Manila • 🇵🇭 Philippines
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Swift
About the role
- Provide ongoing coaching, feedback, and mentorship to team members to help them grow their skills, achieve goals, and foster a positive, engaged work culture.
- Design, refine, and expand onboarding workflows to create consistent, high-quality customer experiences. Identify opportunities for process automation and efficiency.
- Oversee client onboarding journeys from sales handoff through go-live, ensuring seamless adoption, milestone achievement, and positive customer outcomes.
- Establish clear team goals, track performance against KPIs, and ensure team members consistently meet or exceed expectations.
- Partner with global stakeholders in Sales, Product, and Customer Success to align onboarding strategy with broader company objectives.
- Assign tasks and projects based on team members’ skills and strengths to maximize efficiency and impact.
- Recruit, onboard, and train new team members in the Philippines. Build a strong pipeline of talent and create development opportunities to retain top performers.
- Provide guidance and support during high-priority client escalations, ensuring swift resolution and positive outcomes.
- Prepare and deliver reports on team performance, onboarding progress, and customer outcomes to senior leadership.
- Foster a collaborative, supportive, and inclusive team environment where individuals are empowered, recognized, and motivated to do their best work.
Requirements
- Minimum 5 years in an Onboarding, Implementation, or Project Management role, ideally in software/SaaS.
- At least 3 years in a leadership position managing onboarding or implementation teams, with a demonstrated ability to scale teams and processes.
- Strong understanding of software deployment, implementation practices, and customer adoption strategies.
- Outstanding verbal and written English skills; ability to lead conversations with global clients and collaborate across time zones.
- Strong ability to build rapport, ask the right questions, and uncover customer needs to drive adoption and satisfaction.
- Comfortable analyzing data and using insights to improve processes, track success metrics, and make informed decisions.
- Passionate about developing people, fostering a supportive work culture, and leading with empathy, accountability, and positivity.
- Willingness to work a schedule that overlaps with North America as needed.
Benefits
- Lone Wolf Real Estate Technologies, Inc. is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
onboardingimplementationproject managementsoftware deploymentcustomer adoption strategiesprocess automationKPI trackingdata analysisreport preparation
Soft skills
coachingmentorshipleadershipcommunicationcollaborationempathyaccountabilitypositivityrelationship buildingproblem solving