Nory

Founding Onboarding Manager

Nory

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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About the role

  • Manage the full customer journey from pre-sales through to rollout, and handover to Customer Success & Support.
  • Understand customer strategy, educating on best practice and ensuring that projects are delivered in a way that enables long term product adoption and success.
  • Ensure world class project & stakeholder management, minimising time to value and ensuring fantastic customer experience.
  • Formalise SOPs and create documentation that allows us to grow our Mid-market & SMB onboarding function.
  • Partner closely with internal teams to streamline handovers, eliminate blockers, and close gaps between Sales and CS.
  • Surface insights that shape our product roadmap and help us better serve our most complex customers.

Requirements

  • 5 to 8 years of experience in Onboarding within SaaS, working with Mid-market & SMB customers.
  • Experience working with hospitality or restaurant clients.
  • Ability to manage multiple workstreams, coordinate cross-functional teams, and deliver exceptional time to value and successful product adoption outcomes.
  • You have experience building and refining standard operating procedures and scalable processes that improve customer experience and internal efficiency.
  • Comfortable with ambiguous environments, multitask effectively, and remain calm under pressure.
Benefits
  • 20 days paid time off, plus public holidays
  • Private health, dental, and vision insurance with 100% employee cover and 50% dependent cover
  • 12 weeks paid parental leave for birthing parent, 4 weeks of paid leave for non-birthing parent and baby loss support
  • $1,000 annual personal development budget + quarterly book budget
  • $250 home office workspace budget
  • Regular travel to London or Dublin, or for team offsites
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
OnboardingSaaSStandard Operating ProceduresProcess ImprovementProject ManagementStakeholder ManagementDocumentation
Soft Skills
Customer ExperienceCross-functional CoordinationMultitaskingCalm Under PressureProblem Solving