Senior Onboarding Manager

About the role:

The Senior Customer Onboarding Manager provides amazing service that makes our customers love us. The best candidates are great customer relationship builders. The role is to ensure a successful onboarding for new customers as they transition from previous practice management software to our solutions. This is the most important phase of the customer lifecycle, and the Sr Onboarding Manager is responsible for establishing the solid foundation that drives customers’ future successes. Senior Onboarding Managers work in conjunction with Sales, Product, and other internal teams to ensure customers are implemented and onboarded successfully, set up for long-term success, able to realize value quickly, and become daily users of our solutions and value-added services.

This is the ideal opportunity for motivated individuals who provide excellent customer service while maintaining an organized queue of internal tasks. Successful Senior Onboarding Managers have a passion for leading and helping others, operational agility, and a blend of technical and interpersonal skills. New hires complete a formal training program to develop extensive product knowledge, which is invaluable for future career opportunities at the company.

About us:

At 8am, our vision is to power a world where professionals thrive. We start every day on a mission to empower professionals with the most trusted, innovative technology to deliver world-class outcomes for their clients and exceptional financial results for their business. They count on our purpose-built solutions to simplify operations, ensure compliance, and fuel profitable growth, so they can focus on their clients and do more of the work that matters.

Founded in 2005, 8am™ (formerly AffiniPay) is the professional business platform built to help legal, accounting, and other client-focused professionals run stronger, more profitable businesses. Today, more than 250,000 professionals across the U.S. trust 8am to help them work smarter, serve clients better, and unlock their full potential. We have been recognized as one of Inc 5000’s fastest growing companies in the U.S. for 13 years in a row, and as a result, our teams continue to grow as well!

What you'll do:

• Master the products through a formal onboarding program and continued learning.
• Prepare and lead customer onboarding experience, assessing customer needs, and customizing the onboarding experience to maximize utilization and delight.
• Complete assigned tasks in an organized manner to ensure project deadlines.
• Proactive outreach to ensure customer success during their introduction to the system after go-live.
• Provide a timely response to customer inquiries via phone and email.
• Enhance customer satisfaction by providing distinctive service in all interactions.
• Establish a trusted advisor relationship to ensure customer satisfaction.
• Utilize Zoom or other web conferencing tools to provide efficient face-to-face customer service.
• Utilize SalesForce or similar systems to manage customer interaction and inquiries.
• Partner with Sales, Product, and Services teams to define ongoing best practices for onboarding tasks.
• Ensure all check-ins and go-live targets are executed on time
• Internal systems are kept up to date with notes and documentation for each client engagement
• Serve as a brand ambassador to create promoters within our customer base
• Manage onboarding for mid-market to enterprise-level clients, ensuring tailored, high-touch implementation experiences.
• Support and contribute to strategic projects that improve onboarding processes, cross-functional alignment, and customer outcomes.
• Train and mentor new team members, helping them develop product expertise and onboarding best practices.
• Ensure that new product features, updates, and processes are fully understood across the team, enabling consistent and accurate customer support.
• Represent the Onboarding department at offsite meetups and customer conferences with customers and prospects, as required

About you:

• BA/BS/BE degree required
• Exceptional customer relationship-building skills
• Excellent written and oral communication skills
• Strong analytical capabilities for advanced problem-solving
• Demonstrable leadership skills
• Ability to influence decision-making and change
• Highly organized and strong ability to multitask
• Have a passion for leading and helping others, operational agility, and a blend of technical and interpersonal skills
• Ability to display good judgment
• Ability to work cross-functionally in a fast-paced environment
• Ability to follow through on tasks until completed
• Ability to develop trusted relationships and find creative solutions
• High degree of flexibility
• SaaS experience and/or legal experience desired, especially in the areas of immigration and/or personal injury
  
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Additional Information
The pay range for this position is between $26-$28 per hour. 8am is committed to offering competitive, fair and commensurate compensation and has provided an estimated pay range for this role. Actual compensation may vary based on job-related knowledge, skills, experience and education.  This position is non-exempt and eligible for overtime.
Why 8am: 

At 8am, our culture is shaped by the people who bring it to life every day. Together, we build a company rooted in continuous learning, genuine community, holistic wellness, and meaningful engagement—values that empower us as individuals and unite us as a team. Our culture is grounded in our core values: Work Smart, Win Fast; Outshine Ordinary, and We Find a Way. These values drive how we serve our customers and work with each other in a collaborative, inspiring, and empowering environment, every day.

Here’s how we support our 8Team:

• Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees.
• Financial perks: We offer a competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.
• Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for our new parents.
• Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.
• Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.
• Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).
• Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.

At 8am, we don’t just offer benefits - we create an environment where people can thrive, grow, and make a real impact every day.

Diversity, equity & inclusion at 8am:

At 8am, we recognize that innovation occurs with a strong team of people who are diverse in background, personality, talent and ideas. Experience comes in many forms and ensuring a diverse and inclusive workplace where we continue to learn from each other is an integral part of our culture. We are committed to creating a welcoming and transparent environment for all that embraces those differences through education, equal access to opportunities and information, inclusionary programs, and community outreach. 

Security advisory:

Our hiring teams at 8am are dedicated to recruiting top talent that share our passion for serving the professional services industry through innovative financial technology.  As such, our Talent Acquisition Team only follows legitimate hiring practices.  We will always communicate with our candidates using emails with the 8am domain and will never ask for sensitive/personal data during the application process.  All interviews take place over phone call, Zoom/Google Meet or in person.  All offers are communicated verbally by our Talent Acquisition Specialists with a written offer letter as a follow up.