Manager, International Onboarding
Justworks
Who We Are
At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.
We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.
We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.
If this sounds like you, you’ll fit right in.
Who You Are
You have a passion for ensuring and providing the best possible service to customers and teams. You are a hands-on leader who enjoys optimizing and perfecting the customer onboarding processes. You are enthusiastic and creative, and your energy inspires and motivates those around you. You have a metrics-driven mentality and is always looking for processes and procedures to improve.
As the leader of our Customer Onboarding group, you will be responsible for guiding our Onboarding team members as specialists in the white-glove treatment and orientation of new customers here at Justworks. To be successful, you should be able to successfully collaborate with our Sales and Customer Success teams, in order to support customers through the entire onboarding process.You will be responsible for coaching, mentoring, and developing individual team members.
Your Success Profile
What You Will Work On
- Work closely with Sales and Customer Success teams to ensure seamless new customer onboarding
- Constantly focus on improving and optimizing the customer onboarding process
- Obsess over key metrics such as onboarding time, onboarding success and customer satisfaction
- Be responsible for publishing internal reports on onboarding effectiveness and upcoming customer launches
- Lead hiring and expansion of the Onboarding team as the company scales
- Work closely with our Training Manager to ensure that content is in place for successful new employee onboarding
- Handle general management responsibilities such as leading regular team meetings, generating weekly metrics reports, and conducting periodic performance reviews
- Establish best practices and provides recommendations to ensure that all accounts within area of responsibility meet the maximum quality setup standards prior to launch
- Other duties as needed based on department and/or organizational needs
How You Will Do Your Work
As an Onboarding Manager, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:
- Good judgement - The exercise of critical thinking, analyzing and assessing problems and implications, identifying patterns, making connections of underlying issues, understanding risks and developing mitigation strategies, and taking ownership of the outcome.
- Detail-oriented - Exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.
- Foundational sales knowledge: The specific set of sales skills (prospecting, cold calling, nurturing, engaging, presenting, negotiating, closing etc) and knowledge (product, markets, trends, business etc) a salesperson possesses to enact the exchange of value between a buyer and the vendor.
- Results-driven: Consistently achieves results, even under difficult circumstances.
- Clear communication: The ability to articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding.
In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:
- Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
- Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
- Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
- Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
- Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”
Qualifications
- 3 years or more experience in a customer-facing role
- 2 years or more of prior management experience
- Customer service management experience, in an environment that has scaled quickly
- Prior experience implementing, explaining, and integrating technical programs for non-technical users. This includes clearly explaining processes and concepts
- Strong interest in the customer onboarding process at Justworks
- Metrics-driven mentality
- Strong attention to detail and a willingness to get in the weeds of support to resolve issues
- Interest in entrepreneurial environments and a desire to help build something meaningful
- Passion for service excellence
- Fosters collaboration with other teams i.e. Engineering, Product, Sales, and Customer Success etc.
The base wage for this position based in our New York City office is targeted at $122,000 per year.
#LI-Hybrid
Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.
For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks.
Diversity At Justworks
Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.
We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com. Your comfort and success matter to us, and we're here to ensure an inclusive experience.
