Key Responsibilities: What Does a Customer Onboarding Manager Do?
Customer onboarding managers are a vital customer success position, overseeing client onboarding – possibly the customer journey stage that has the most impact on product adoption, customer retention, loyalty, churn, and overall business development.
The onboarding manager works with the CSM and onboarding specialists on the team to oversee account setup and implementation, offering product demos / tours and ensuring alignment with stated customer goals and values.
- Overseeing and managing the customer onboarding process throughout the organization.
- Finding solutions for optimizing the customer onboarding process and collaborating with the team to implement them.
- Managing, assigning, and conducting onboarding meetings, product tours, company presentations, and product demos.
- Understanding customer context, overseeing goals, and providing product information to best serve those goals.
- Educating customers and working with the team to optimize their product setup for the quickest path to success.
- Collaborating with the team and creating a process to identify and eliminate roadblocks in the way of customers’ goals.
- Improving product adoption and customer retention and helping foster positive customer relationships that create a loyal customer base.
- Providing materials to help customers learn best practices to better achieve their desired outcomes.
Skills and Competencies
Here are the necessary skills to be a good Customer Onboarding Manager:
- Minimum 2 years of experience in customer onboarding, communications, customer service and support, sales, account management, or customer success. Customer success courses / training are good to have.
- High emotional intelligence and empathy skills.
- Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues.
- Strong analytical and goal-oriented mindset backed by basic-to-advanced project management skills.
- Ability to de-escalate customer support requests and maintain a positive, goal-driven customer relationship.
- Advanced IT&C knowledge and capabilities and ability to learn new software tools on the job.
- Experience integrating and migrating legacy systems to new software solutions in a way that best serves client and business goals.
Good Training Materials and ProgramsHere is a list of articles, guides, courses, and other resources that provide good training for professionals in this position:
Potential Roles to Grow into
If you’re starting from this position, here are some roles you can consider in the future: