Job Description
Job Description
Job Description
Job Overview:
The Onboarding Success Manager leads the team responsible for customer onboarding and offboarding, technical project management, and vendor management. This roles primary focus is to manage and develop the departments employees, ensuring customer satisfaction as well as the successful completion of the Company's internal objectives. The ideal candidate is a strong leader with excellent coaching skills, excellent communication skills, a result-centric mindset, along with expertise in operations and project management.
This position currently reports to the CEO.
Job Summary - Daily management of Onboarding Success department employees
- Effective ownership of customer onboarding process
- Oversee and improve department related project management and functions
- Collaborate with delivery teams and sales teams
- Execute Company strategy and objectives as they apply to the Operations Success department
Personnel Management - Recruit, lead, mentor, and manage employees responsible for customer onboarding, offboarding, vendor management, and technical project management
- Consistently validate employee performance and periodically provide coaching
- Search for and collect relevant skill-improvement opportunities for team members and provide to team members on a regular basis as a way to improve department performance
- Track employee performance to incorporate into the delivery of formal quarterly performance reviews
- Set and review employee goals, and provide weekly feedback to ensure team members stay aligned with department objectives
Customer Onboarding - Own the customer onboarding process, given the purview to prioritize and make changes to specific Cortavo customers onboarding journey as seen fit
- Provide fact-based answers to management and other departments regarding the progress and expected milestone completion dates of prospective or current Cortavo customers within the onboarding process
- Punctually compose customer-specific onboarding milestone summaries; subsequently effectively deliver to Cortavo customer, in writing, and obtain customers written acknowledgment and sign-off thus marking successful completion of customer onboarding prior to internal hand-off
- Create, test, and maintain Cortavo customer onboarding materials and training programs tailored to customer needs
- Create reference materials for internal use to train department employees to efficiently execute department related tasks and create high-quality deliverables
- Record onboarding metrics and provide guidance to management regarding department areas for improvement and department performance trends on a monthly basis
Customer Offboarding - Oversee the implementation and optimization of a structured customer offboarding process by the offboarding team
- Ensure the team conducts exit interviews to gather feedback and identify areas for service improvement
- Coordinate with the team to ensure all customer data is handled securely and in compliance with Cortavo contract stipulations and company guidelines
Vendor Management - Guide vendor management resources in the selection, onboarding, and performance management of vendors
- Support the team in establishing and maintaining strong relationships with key vendors, occasionally negotiating contracts and terms
- Oversee and monitor vendor performance and implement changes as necessary; initiate and manage internet service provider procurement process to connect customer offices to Cortavos network and managed services
Technical Project Management - Collaborate as required with Engineering, Service Desk, Field Services, Sales and Retention departments to efficiently drive Cortavo managed services technical projects (e.g. office relocation, IT systems migration, standardized email signature implementation, security validation using periodically scheduled phishing campaigns)
- Ensure project plans are developed, resources allocated and scheduled, milestone status and schedule notifications internally available, and projects are cost effective and completed on time
Additional Responsibilities - Memorize and maintain working knowledge of Company products and services; commit to and allocate work hours towards monthly continued education to better understand and keep current on changes to Company offerings
- Participate in Company or departmental meetings
- Attend ongoing product and job trainings, including seminars, workshops, conferences
- Notify management of relevant systems and tools to improve Company processes
- Provide support for additional tasks as requested by management
Job Specifications & Requirements - Bachelors degree in Business Administration, Operations Management, or related field
- Minimum of 2 years management experience managing a team that includes at least 2 directly reporting employees
- Minimum of 4 years of experience in operations management, project management, or related field
- Successful track record with customer onboarding, offboarding, vendor management, and technical project managementAmple ability to lead and mentor direct reports, with a focus on coaching and development
- Excellent communication, organizational, and interpersonal skills
- Empathy for customers and their concerns
- Analytical decision-making and process improvement approach
- Demonstrable proficiency in project management software (e.g. Smartsheets), ticketing systems (e.g. Autotask), and CRM (e.g. Salesforce)
Work Environment - Cortavo Office - minimum 3 Days/Week
- Remote work option the remainder of the week
- Company open business hours are Monday thru Friday, 8am to 8pm
- Competitive salary, as well as employer contributed health benefits
- Unlimited paid time off
- Access to a Company cell phone plan
- Dynamic team that collaborates and pushes each other to be better
- Fast-paced, but even more so cooperative, environment with significant potential for growth
- Celebration events for team and Company successes throughout the year
About the Company Cortavo is the only all-inclusive managed IT solution providing unlimited service desk support, cybersecurity, internet connectivity, cloud, as well as computer hardware and software, all for a flat monthly fee. Cortavo is based in Atlanta, GA and supports hundreds of customers throughout the United States. For more information about Cortavo and its services, visit
Job Tags
Contract work, Remote job, Relocation, 3 days per week, Monday to Friday,