Onboarding Manager | B2B SaaS | US Market

Our mission Fitness and wellness businesses make this world a healthier and happier place

Between yoga studios, gyms, boot camps, and boutique studios, there is something for everyone

But today, the technology which powers them is broken

The existing suite of software is clunky, difficult to use, faces regular outages, and offers poor support

Were changing that

Bookee is the most complete software for fitness & wellness businesses

We bring together scheduling, memberships, payments, marketing, payroll everything on one platform and automate it

Our goal is to replace ten different tools they use today with one almighty

So that they can focus on what they love making people healthy and happy

Responsibilities

Own and manage the needs of a customer from sales handover to go live

Gain a deep understanding of the customer's business, goals, and specific needs throughout the onboarding process and set them up for success on Bookees platform

Develop customised onboarding plans for each customer, outlining the steps and milestones required to achieve their objectives with Bookee

Provide product training to customers to ensure they understand how to use Bookees platform, apps and websites effectively

Assist with data migration if the customer is transitioning from another system

This involves ensuring that data is transferred accurately and securely

Understand the customer data in depth and own the successful migration of the same to Bookee

Own, contribute to and drive onboarding and migration automation efforts in order to continuously improve the customers onboarding timelines and experience

Display ownership and responsibility to stick to the go live date committed to the customer

Continuously monitor the customer's progress during the onboarding process, ensuring that they are on track to meet their goals

Develop and maintain an in-depth understanding of Bookees offerings, including its features, functionality, and capabilities

Act as a liaison between customers and the Product team to gather feedback and feature requests, managing communication of the request through to completion and communicating product changes to the customer

Relay customer insights to improve the product

Maintain open and clear communication with the customer, providing regular updates, addressing questions, and keeping them informed about the onboarding process

Maintain and update onboarding data on internal tools and trackers

Use data and analytics tools to track and report on the effectiveness of the onboarding process, making data-driven improvements as necessary

Collaborate with Sales, Customer Success, and Support teams to ensure a seamless transition from the sales process to onboarding and ongoing customer support

Handhold customer once the onboarding is completed to make sure the customer is not facing any issues post-implementation

Maintain and update onboarding documentation, tutorials, and knowledge bases to assist customers in their self-service journey

Continuously contribute towards adapting and improving the onboarding process based on customer feedback, industry trends, and product updates to ensure it remains effective and seamless

Identify satisfied customers who can serve as references or advocates for the product

Collect G2 / Capterra reviews from customers post successful implementation

Requirements

2+ years SaaS experience, preferably in implementation or customer onboarding

Excellent communication skills both oral and written

Data-driven mindset and excellent analytical skills

Demonstrated Data / Analytics experience

Intermediary or advanced excel skills is a must

Experience in data migration and / or understanding and working with large data sets

Being technically adept, and the ability to pick up and learn new products, tools, and technology

Good interpersonal skills and ability to collaborate with various cross-functional teams to solve business and tech problems

Ability to act in a responsive and sensitive manner to all customer inquiries

Great phone, chat, and email etiquette

Willing and available to work in US time zone

Proactive and zeal to push deals out from the onboarding stage

Team player to collaborate with the Sales and CSM team

Our history and background Our leadership team has worked at elite organizations and startups like JP Morgan, Shiprocket, and MagicPin; and is passionate about making physical and mental health more accessible

We have raised over $3

2 million in venture capital from Antler; founder of FusionCharts (Pallav Nadhani); and leaders from companies like Meta, Gitlab, Freshworks & CleverTap

Website https://www

bookeeapp

com/ LinkedIn https://www

linkedin

com/company/bookeeapp/