Senior Customer Onboarding Manager, Justworks

• You are driven by a deep passion for Justworks customers and empowering small businesses to thrive. Empathetic, diligent, and resourceful, you excel in navigating the needs of clients with care and precision.
• As someone who excels in an environment of rapid change and growth, you know how to organize and prioritize your workload. You are a lifelong learner and genuinely enjoy learning how and why things work. You thrive on coming up with creative solutions to any problems you face
• Minimum of 3 years of professional experience in a customer facing role
• Ability to explain complex products or services in a way that can be easily understood and make customers feel confident in our company and product
• Excellent organizational, written and verbal communication skills
• Strong attention to detail with ability to manage competing priorities and multitask
• Ability to work as part of a team and be resourceful and adaptable
• Ability to mentor teammates and foster a collaborative, supportive, and high-performing team environment/culture
• Aptitude for learning new products and subject matter, and helping others learn as well
• Willingness to dive right in and affect change
• Passionate about a career path serving customers

• As a Senior Customer Onboarding Manager your main responsibility is to expertly guide complex customers in addition to our small business customers through their transition to Justworks to ensure their long-term success on the Justworks platform
• You will work closely with your accounts and act as an extension of their teams throughout their onboarding experience
• This is an opportunity for an experienced Onboarding Manager to advance your career and provide additional support to a growing team
• You view yourself as a trusted partner for our customers, and product experts that they rely on during implementation
• Customer Onboarding Managers play a crucial role as the bridge between Sales, Operations, and Customer Success to set the stage for a long-lasting and successful customer relationship
• Effectively manage the customer onboarding process from time of sale through first payroll for complex customers
• Work closely with the Sales and Customer Success teams to ensure smooth and continuous service between phases of the customer lifecycle
• Embrace a proactive, service-first approach to anticipate and meet client needs, setting the tone for exceptional service
• Consistently communicate onboarding status and deadlines to ensure customers meet their deliverables and feel confident in Justworks
• Lead customized introduction calls to establish rapport, understand client goals, and pave the way for a successful partnership
• Engage onboarding specialists as needed, leveraging their expertise to address specific client needs or challenges
• Facilitate comprehensive payroll calls to ensure accurate and timely payroll processing
• Make certain that the customer has a clear and comfortable understanding of the Justworks platform and service through product walkthroughs and training calls
• Encourage customers to engage directly in the Justworks platform to achieve a clear and comfortable understanding of all services and features available
• This will be accomplished through in depth product walkthroughs and ongoing training calls, allowing the customer to take the reins with your support and guidance
• Expertly explain complicated concepts (related to health insurance, compliance, taxes, etc.) in simple, user-friendly terms
• Embody the Justworks brand and advocate for your customers’ best interests with key stakeholders on other teams
• Creatively solve problems and navigate through roadblocks that come up due to unique customer needs
• Mentor new teammates, fostering a high-performing team environment/culture through your commitment to excellence and grit
• Model a growth mindset for the team
• Customer Focus - Build strong customer relationships and delivery customer-centric solutions
• Plans and Aligns - Breaks down objectives into appropriate initiatives and actions; stages activities with relevant milestones and schedules
• Collaborates - Building partnerships and working together with others to meet shared objectives
• Curious - The innate desire to learn, grow and understand
• As a Senior Customer Onboarding Manager, how results are achieved is paramount for your success and ultimately result in our success as an organization
• Good judgment - 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
• 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.”

• Paid volunteer work.
• Paid parental leave.
• Work from home opportunities.
• Medical, dental, and vision insurance, plus access to One Medical, Kindbody, and Teladoc.
• Premium access to Headspace, ClassPass stipends, and webinars to support your overall wellness on topics like nutrition, budgeting, mindfulness, and more.
• All Justworks offers include equity, and Justworkers can continue to earn more over time with promotions and tenure.
• Extensive learning & development opportunities through workshops, ExecOnline, Udemy, and BetterUp coaching.
• Engineering Apprenticeship program that supports internal movement and growth

Total funding: $159.9m

Justworks operates in an increasingly crowded space of all-in-one business operation suites, that include tools like human resources, payroll, employee management, benefits, and others that businesses critically need to operate as they scale.