Onboarding Manager leading client onboarding and accounting system implementations at Baker Tilly. Focusing on project - based work to modernize clients’ financial operations and ensure smooth transitions.
About the role
- Customer Onboarding Specialist assisting new customers in using Apple products and guiding them through initial onboarding engagements. Requires customer facing experience and collaboration with various internal teams.
Responsibilities
- Independently welcome new customers and support them through initial onboarding engagements
- Lead live product walkthroughs and onboarding sessions, adapting content and pace to what each customer needs to be successful
- Learn the product in depth and confidently explain core features, workflows, and best practices
- Manager solution setup and configuration engaging guidance from senior team members on complex or non-standard scenarios
- Gather customer goals and questions to design onboarding experiences reflecting each customer’s unique environment and priorities
- Partner with Customer Success, Support, and Implementation teams to ensure seamless handoffs at each stage of the customer lifecycle
- Serve as the primary day-to-day onboarding coordinator determining when to connect customers with the right internal resources and subject matter experts at the right time
- Apply foundational change management awareness to help customers understand adoption milestones and what to expect throughout the onboarding journey
- Track onboarding activities, milestones, and customer feedback in internal systems
- Identify and resolve common customer questions or challenges independently and escalate when appropriate
- Contribute to onboarding documentation, templates, and learning resources
Requirements
- Minimum of 2 years of experience in a customer facing role (customer support, customer success, onboarding, training, or similar) (Required)
- Experience working with software or technology products (Preferred)
- Exposure to CRM or customer tools (e.g., Salesforce, Zendesk, Gainsight, or similar) is a plus
- Strong communication skills with a friendly, professional approach
- Comfort speaking with customers via video calls, email, and chat
- Ability to learn new software tools and concepts quickly
- Organized and detail-oriented, with the ability to manage multiple tasks
- Problem solving mindset and willingness to ask questions and seek guidance
- Collaborative team player with a customer-first attitude
- 2 Year / Associate’s or Bachelor’s degree in Business, Communications, Information Systems, Marketing, Education or a related field (Required)
- Introductory Customer Success or Customer Support Certifications (Preferred)
- Basic onboarding, enablement or training certifications (Preferred)
- A combination of relevant experience and education may be considered
- Equivalent experience in customer-facing roles (support, training, hospitality, etc,) may be considered in place of a degree
Benefits
- Named a 2025 Best Companies to Work For by U.S. News
- Named a 2025 Newsweek America’s Greatest Workplaces for Gen Z
- Named a 2024 Best Technology Company to Work For by U.S. News
- Named one of Forbes Most Trusted Companies in 2024
- Named a 2024 Best Companies to Work For by U.S. News
- Named a 2024 Newsweek America’s Greatest Workplaces for Parents & Families
- Named a 2024 PEOPLE Companies That Care by PEOPLE® and Great Place To Work®
- We train and we then we give you the room to grow. We offer a clear and defined customer support career path, but our Jamfs also choose to explore horizontal career growth to discover new interests and opportunities.
- Our Support teams are the technical experts solving problems big and small for our loyal customer base. Tech support is human support and you will know you are making a real and meaningful impact for our more than 75,000 global customer base.
- Our customers are some of the most loyal in the world. We put people over profits – which is why our customers keep coming back to us!
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