Customer Onboarding Manager

Smart Vault provides cloud‑based document management and file‑sharing solutions for small‑to‑medium businesses, professional accountants, and bookkeepers.

• Become a Smart Vault product expert.
• Provide detailed account walkthroughs and assist new customers with implementation.
• Communicate account setup requirements and expectations with customers and key stakeholders.
• Educate customers on Smart Vault capabilities and best practices to simplify adoption and align expectations.
• Record customer implementation needs, requests, and questions in Salesforce and communicate to key leadership.
• Ensure customers receive superior service.
• Collaborate with sales, customer success, operations, support, and engineering teams.
• Leverage feedback for continuous improvement of the onboarding process.
• Develop a deep understanding of customers' business and operational objectives.
• Listen carefully to customer information and ask clarifying questions to ensure proper use of Smart Vault.
• Establish strong relationships with new customer stakeholders and deepen relationships with existing stakeholders.
• Run and manage customer data migrations.

• 2‑3 years of experience in customer onboarding and/or services functions and implementing SaaS solutions.
• Project management skills.
• Track record of proactively resolving escalated client service issues while sharing insights with the organization.
• Experience establishing and growing relationships with all levels within enterprise organizations from director to C‑suite.
• Ability to improve team processes and direction.
• Work closely with the global CS team to solve problems collaboratively.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship is not available at this time.