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Onboarding Team Lead at Topline-Pro | Brooklyn, New York

Topline-ProBrooklyn, New York
On-site Full-time $80K/yr - $120K/yr

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Experience Level

Manager

Qualifications

What You'll DoLead and mentor a high-performing onboarding team, remaining actively involved in daily operations as necessary. Oversee onboarding performance metrics, focusing on enrollment conversion, early success rates, and customer retention. Foster a positive team culture that prioritizes consistent customer success. Address and resolve issues related to integrations such as Google Business Profile and Facebook. Identify and eliminate bottlenecks in the onboarding workflow, formulating hypotheses and conducting rapid experiments for improvement. Conduct weekly performance reviews based on clear metrics and operational data. Balance the refinement and enforcement of repeatable onboarding processes while promoting ongoing innovation within the team. Collaborate closely with the Sales team to enhance the quality and speed of handoffs. Communicate insights, risks, and performance trends effectively to leadership.

About the job

As the Onboarding Team Lead at Topline-Pro, you will play a pivotal role in enhancing our customer journey by ensuring a seamless transition from sales to value. This highly visible position acts as a bridge between our Sales and Customer Success teams, focusing on expediting customer setup, service enrollment, and achieving operational excellence in onboarding.

In this leadership role, you will guide a dedicated team within a structured, metrics-driven environment. Your primary responsibilities will include managing enrollment conversions, tracking onboarding efficiency, and fostering early customer success. The objective is straightforward: get customers live swiftly, set clear expectations, and build momentum from the very first day.

To establish operational credibility, your initial three months will involve hands-on involvement as an individual contributor. You will execute enrollments, directly engage with customers, and gain firsthand knowledge of our systems and integrations before fully transitioning into your leadership role.

About Topline-Pro

At Topline-Pro, we are committed to delivering exceptional customer experiences by ensuring a smooth onboarding process. Our focus on collaboration between Sales and Customer Success helps us meet our goal of setting customers up for success from day one.

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