Customer Onboarding Manager

The Job

Are you passionate about technology and love helping people succeed? Join Smart Vault and play a pivotal role in shaping the customer experience from day one.

Reporting to the Manager of Customer Onboarding, you'll be the driving force behind helping both new and existing customers implement and get the most out of Smart Vault Software. From educating customers and troubleshooting technical challenges to guiding seamless product adoption, you'll be at the heart of what we do best—delivering an amazing customer experience.

We're looking for a high-energy, tech-savvy communicator who genuinely loves helping customers win. You thrive on learning new technologies quickly and have a knack for explaining complex concepts in a way that clicks, whether you're talking to a tech guru or a first-time user. You're a true team player who contributes ideas and drives meaningful improvements to the onboarding experience.

If you're ready to own the onboarding experience and make a real impact, we'd love to hear from you.

• Become a Smart Vault Product Expert.
• Provide detailed account walkthroughs and assist many new customers with implementation.
• Clearly 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 Smart Vault leadership.
• Ensure customers receive superior service.
• Collaborate with the sales, customer success, operations, support, and engineering teams.
• Leverage feedback for continuous improvement to the onboarding process.
• Develop a deep understanding of customers' business and operational objectives.
• Listen carefully to information provided by customers and ask clarifying questions to ensure proper use of Smart Vault.
• Establish strong relationships with new customer stakeholders and deepen relationships with existing customer stakeholders.
• Run and manage customer data migrations.

• 2-3 years experience in Customer Onboarding and/or services function 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.

We're striving to make Smart Vault the best place to work in Houston. We work in a relaxed environment that emphasizes work/life balance. Our health benefits are top‑notch, vacation time is generous, and we encourage community involvement with time off to volunteer. We also offer hybrid remote working.

We value diversity at Smart Vault, and we’re committed to creating an inclusive culture where everyone can be themselves and reach their full potential.

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.