Customer Onboarding Manager

It's a new day with a new opportunity at 8am! About the role:The CustomerOnboarding Specialist, Software provides amazing service that makes our customers love us. The best candidates are great customer relationship builders. The role is to ensure a successful onboarding for new customers as they transition from previous practice management software to MyCase. This is the most important phase of the customer lifecycle, and the Onboarding Manager is responsible for establishing the solid foundation that drives customers’ future successes. Onboarding Managers work in conjunction with - Account Executives to ensure customers are implemented and onboarded successfully, set up for long-term success, able to realize value quickly and become daily users of MyCase and value-added services.This is the ideal opportunity for motivated individuals who provide excellent customer service while maintaining an organized queue of internal tasks. Successful Onboarders have a passion for leading and helping others, operational agility and a blend of technical and interpersonal skills. New hires complete a formal training program to develop extensive product knowledge, which is invaluable for future career opportunities at MyCase.About us:At 8am, our vision is to power a world where professionals thrive. We start every day on a mission to empower professionals with the most trusted, innovative technology to deliver world-class outcomes for their clients and exceptional financial results for their business. They count on our purpose-built solutions to simplify operations, ensure compliance, and fuel profitable growth, so they can focus on their clients and do more of the work that matters.Founded in 2005, 8am™ (formerly AffiniPay) is the professional business platform built to help legal, accounting, and other client-focused professionals run stronger, more profitable businesses. Today, more than 250,000 professionals across the U.S. trust 8am to help them work smarter, serve clients better, and unlock their full potential. We have been recognized as one of Inc 5000’s fastest growing companies in the U.S. for 13 years in a row, and as a result, our teams continue to grow as well!What you'll do:Master the product through a formal onboarding program and continued learning.Prepare and lead customer onboarding experience assessing customer needs, and customizing onboarding experience to maximize utilization and delight.Complete assigned tasks in an organized manner to ensure project deadlines.Proactive outreach to ensure customer success during their first 90 days post-live.Provide timely response to customer inquiries via phone and email.Enhance customer satisfaction by providing distinctive service in all interactions.Establish a trusted advisor relationship to ensure customer satisfaction.Utilize Zoom to provide efficient face-to-face customer service.Utilize SalesForce to manage customer interaction and inquiries.Partner with Sales, Product and Services teams to define ongoing best practices for onboarding tasks.Ensure all check-ins and go-live targets are executed on timeAll notes & fields are filled in throughout Onboarding for each firmServe as a MyCase brand ambassador to create promoters within industryRepresent Onboarding department at offsite meetups and customer conferences with customers and prospectsAbout you:BA/BS/BE degree requiredExceptional customer relationship building skillsExcellent written and oral communication skillsStrong analytical capabilities for advanced problem-solvingDemonstrable leadership skillsAbility to influence decision-making and changeHighly organized and strong ability to multitaskHave a passion for leading and helping others, operational agility and a blend of technical and interpersonal skillsDemonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.Diversity, equity & inclusion at 8am:At 8am, we recognize that innovation occurs with a strong team of people who are diverse in background, personality, talent and ideas. Experience comes in many forms and ensuring a diverse and inclusive workplace where we continue to learn from each other is an integral part of our culture. We are committed to creating a welcoming and transparent environment for all that embraces those differences through education, equal access to opportunities and information, inclusionary programs, and community outreach. Why 8am At 8am, our culture is shaped by the people who bring it to life every day. Together, we build a company rooted in continuous learning, genuine community, holistic wellness, and meaningful engagement—values that empower us as individuals and unite us as a team. Our culture is grounded in our core values: Work Smart, Win Fast; Outshine Ordinary, and We Find a Way. These values drive how we serve our customers and work with each other in a collaborative, inspiring, and empowering environment, every day.Here’s how we support our 8