Customer Onboarding Manager

You are mission-driven, customer-centric, a genuine self-starter, and interested in a role where you can learn about the offerings of an innovative HR SaaS company. You can grasp what people need and can come up with creative solutions to any problems you face. You have the willingness to tackle and dive right into affecting change.

We are looking for an Onboarding Manager that will assist the sales team in getting new customers up and running on our platform. This is a customer service focused role. As a customer Onboarding Manager at Justworks, you will be working in a highly dynamic and visible role within the company. You will work closely with customers to help them succeed as they transition to our mission-driven PEO solution. You will gain direct experience in the HR, payroll, and benefits space in order to help drive Justworks' mission of freeing entrepreneurs to focus on what matters: building their business and creating great places to work.

• Understand your customers’ needs and what is important to their business
• Provide white-glove level service to customers as you expertly guide them through the Justworks platform and educate them on product offerings 
• Own the process of transitioning customers from sale to processing payroll during their implementation
• Work closely with internal stakeholders to deliver a customized onboarding experience for each individual customer brought onto the Justworks platform
• Collect customer benefits data and other sensitive information to enroll customers in third party service offerings (insurance, workers compensation, etc)
• Problem solve and support customers through email and phone
• Embody the Justworks brand and be an advocate for customers
• We are constantly looking for new and innovative approaches to streamline processes and manage customer experience. By joining the team now, you will have an impact on the way in which customer onboarding grows and evolves
• Performs other related duties as assigned

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.”

• Minimum of 2 years of professional experience in customer service
• Ability to explain complex products or services in a way that can be easily understood
• 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
• 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 in customer success
• Technically-minded and passionate about improving the product you support

The base wage range for this position based in our New York City Office is targeted at $36.30 per hour.

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