Manager, Customer Onboarding

WHO WE ARE

SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.

Founded in 2015, SQUIRE is trusted by barbers in 3,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.

For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.

SUMMARY The Manager, Customer Onboarding is responsible for overseeing a team of 8-12 incredible Onboarding Specialists’ at SQUIRE. This Manager will lead from the front lines by utilizing their previous implementation experience to support and develop the team to success by hitting efficiency targets through a top-notch customer experience.

As a strong cross-functional partner, this Manager will effectively collaborate with various business partners and stakeholders to ensure seamless alignment throughout the customer journey from the Onboarding perspective. As SQUIRE continues to grow, this Manager will also implement best practices and champion new ideas + processes that will be pivotal to the company’s objectives and overall success.

REPORTS TO VP, Onboarding & Growth

JOB DUTIES AND RESPONSIBILITIES

• Day-to-day management of 8-12 high performing Onboarding Specialists through recruitment, development, performance management, and retention activities
• Implement goals, action plans, playbooks, processes, and systems for the Onboarding team
• Actively support the team by engaging in churn mitigation or challenging conversations with customers and the team
• Drive operational improvements to the organization through various initiatives such as low-touch data migration strategies, increasing customer LTV, reduction to CAC, etc., as the department and company continue to scale
• Work closely with key cross-functional department stakeholders to ensure operational alignment and drive required changes to improve the customer experience
• Build a culture that inspires us to keep our customers at the center of everything we do

The duties and responsibilities outlined above are not a comprehensive list, and additional tasks may be assigned from time to time based on business needs. REQUIREMENTS AND QUALIFICATIONS

• 3+ years experience in an Implementation management or leadership role, ideally at a SaaS or fast-paced company
• Experience working in the SMB space (ACV $1000-$10,000) as well as MM Proven track record in executing high-velocity customer onboarding, achieving activations as fast as one hour
• Experience  with supporting the development and deployment of robust low-touch tools with eLearning, Product, and Engineering teams (ex. hybrid onboarding journey that combine customer self-service product capabilities with low-touch or on-demand support)
• Strong business partner with comfortability driving alignment with multiple stakeholdersStrong operations and data focus and comfortable managing by numbers and potential
• Experience selling and saving customers after contract signingStrong emotional intelligence and ability for dynamic partnerships with our customer base
• Expertise with best-in-class cloud-based onboarding and project management tools