Onboarding Manager
- Louisiana
- $100,000-115,000 per year
- Permanent
- Full-time
Location: Remote
Job Type: Full-time
Salary: $100-115kAbout Us:Public Safety Brands is an innovative technology company that continually delivers groundbreaking digital systems for frontline professions that depend on speed, accuracy, easy-to-access data, and transparency in their work. Immerse yourself in our vibrant culture. At Public Safety Brands, we foster a purpose-driven environment that values ethical practices and teamwork. We prioritize transparency, trust-building, and creating a supportive atmosphere for growth and innovation. Our team wholeheartedly embraces diversity, promoting inclusive harmony. We highly value work-life balance and celebrate employees' contributions within a recognition-driven culture. Join us at Public Safety Brands for a fulfilling experience where positive impact and collaboration shape a brighter future.Your Role:Customers are our priority. One of the first experiences a new customer has is with our Onboarding Team. The Onboarding Manager will work with the Onboarding Team and customers to set initial expectations, oversee ongoing communication and coordinate through the onboarding process, and ensure that our customers receive a smooth implementation of their software project from start to finish. The Onboarding Manager will oversee a team of resources that will handle all aspects of Onboarding from nitial handoff from Sales, the customer kickoff with the customer, requirements gathering, data collection, transition to engineering for the system build out, integration coordination, training and Go Live. The Onboarding Manager needs to be an excellent communicator and will be communicating not only with the customer, but also with all Public Safety Brands stakeholders in a project. These stakeholders may include Public Safety Brands management, finance, engineering, quality assurance, nd sales. A project starts with a coordinated kickoff meeting with the customer to establish the scope of the project, timelines, expectations and responsibilities. The project ends once the customer is successfully implemented and has been successfully transitioned to the Support Center. You will maintain a checklist of activities that is visible to the customer and updated as projects are completed. All activities are documented in our weekly internal meetings and in our Support tool.During the onboarding process, you may be responsible for gathering new requirements, coordinating questions and answers with our technical team and working closely with the customer stakeholders to get questions answered and data collected. You will coordinate the actual setup of a system and the initial data entry. You will coordinate any data migration and initial integrations. You will also help to schedule initial training and a Go- Live date with proper procedures in place both on the part of Public Safety Brands as well as the customer’s site. The Onboarding Manager oversees the coordination of all aspects of the onboarding process until a customer goes live.Over the next 12-24 months, Public Safety Brands will also be transitioning customers to a new software which will require extensive customer communication, customer and internal coordination and a schedule for the transition. The Onboarding manager will help oversee this project.What You'll Do:
- Oversee scheduling of kickoff meetings to set expectations, review contracts for compliance, introduce team members and discuss timelines
- Coordinate all implementation activities with internal stakeholders and with the customer to ensure a timely delivery of the software product and an exceptional onboarding experience
- Attend regular meetings to communicate progress with stakeholders and other team-members and to request updates and assistance if appropriate
- Oversee data entry, setup and configuration (if required)
- Remove roadblocks for team members
- Communicate with other team members on changes that may impact them and the project
- Oversee any new documentation regarding the deployment of a system to train new team members
- Review past implementations to help refine what can be done better “next time”
- Document and assign tasks to team members and stakeholders; this includes customers
- Curate weekly and monthly summary of client meetings, both pre-Go Live and post to ensure customer success and to communicate progress with stakeholders
- Work on special customer projects as requested outside of the Onboarding process
- Coordinate upsell opportunities across business units
- Strong product knowledge and the ability to articulate features and functions via web meetings and emails
- Embody and exemplify Public Safety Brands’ core values:
- WINNING MINDSET – Hungry, driven, passionate, execution focus, committed, urgency
- COACHABLE CHANGE AGENTS – Fail quick and learn, continuous improvement, critical thinkers – question why, innovative
- SERVANT LEADERS – When no one is looking, we do the right thing, teamwork, collaborative, not siloed, customer-centric
- Exceptional and responsive customer service
- Organized and detail oriented
- Make the customers job easier
- Set expectations properly for our customers
- Stay on top of deadlines and progress
- Excellent people and communication skills
- Possess superior problem-solving skills
- Think “outside the box
- Bachelor’s degree or equivalent experience required
- Minimum five years' experience managing customer-facing projects. Experience with Saas projects highly desirable
- 5+ years of onboarding experience
- 2+ years of people management experience
- Previous experience with a software company is preferred
- Experience in law enforcement is desirable
- Organized
- Works well with others
- Open and receptive to feedback from team members, supervisors, and stakeholders
- Can pass a background check
- Tenacious
- Self-Starter
- Knowledge of Software Development Life Cycle (SDLC)
- Some travel will be required to oversee training and Go Live. This may include some pre-sales activities and post sales presentations within our customer agencies.
- Emotional Health: Paid Time Off – 3 weeks per calendar year
- Physical Health: Selection of ten group health plans to fit every family situation – several are fully-paid for employees and dependents. Dental, Vision, Flexible Spending Accounts and Health Savings Accounts are available.
- Social Health: Community Online Academy on a variety of courses for personal development
- Professional Health: Tuition Reimbursement for College Courses and Continuing Education Expenses
- Financial Health: Retirement Savings Plan with 100% match up to 4% with immediate vesting
- Other Benefits: Voluntary Insurance, Basic Life AD&D, Critical Illness, and Accident Insurance