Onboarding Manager - #1412222

About Hona

Hona is a software company helping legal professionals enhance client communication and streamline case management. Our platform enables law firms to provide transparent, efficient, and reliable communication, boosting client satisfaction and operational effectiveness.

As a Onboarding Manager, you are responsible for the initial implementation and onboarding of new customer accounts, primarily during their first 60 days. You will host regular weekly meetings with your customers to meet implementation timelines, resolve issues, and ensure proper account setup. You will work cross functionally with Sales and Engineering to create alignment with our product and be the voice of our customers.

What You Will Be Doing

• Primary contact during first 60 days of new customer experience
• Become a Hona product expert
• Manage potential escalations during onboarding
• Creating Hona accounts & Setting up integrations
• Ensure product adoption through proper set up and team training
• Ensure effective hand-off to AM’s after onboarding period is over
• Conduct full-team trainings including product usage and best practices
• Coordinating and responding to client issues
• Building new processes and working with different departments to create a smooth implementation experience
  
  

What You Should Have

• 1 - 4 years of experience in a customer onboarding/implementation role in SaaS
• Exceptional written and communication skills
• Experience communicating directly with clients
• Proven track record of managing multiple concurrent projects with varying complexity levels
• Excellent problem solving skills
• Self-starter with prior experience navigating complex customer environments
• A focus on providing a great customer experience and taking ownership of your customer's success
  
  

Extra Preferred Experience

• Experience with customer success platforms and tools
• Familiarity with CRM and customer support software, specifically HubSpot/Salesforce
• Knowledge of the Legal industry and client communication tools
  
  

Benefits

• Hybrid work schedule (3 days in office and 2 days remote each week)
• Opportunities for career growth and development
• Collaborative and supportive work environment
• Fun company culture with regular team-building activities, lunches and events
• Medical, dental, and vision benefits
• 10+ Days PTO
• 14 Days off for company holidays
• On-site Gym and recreational facilities
  
  

The Pay Range For This Role Is

60,000 - 80,000 USD per year(HQ)