Onboarding/Implementation Manager - NA

Hiring Location

This is a remote position. We are accepting applications from candidates in the following locations for this exciting opportunity:

USA: Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas and Utah

Canada: Ontario, Quebec

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About Phorest

Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion-dollar company. We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.

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The Opportunity

We are seeking an metrics-driven, and customer-obsessed Onboarding Manager to lead our North American Onboarding team. In this role, you will manage a team of 7 Onboarding Specialists, ensuring the delivery of a best-in-class onboarding experience for our clients while maintaining key performance metrics. The ideal candidate will demonstrate strong leadership skills, data-driven decision making, and a deep understanding of the client journey. This role reports to the Chief of Staff North America and works closely with the Process Manager North America to ensure alignment across the onboarding journey, data migrations, and feature activation. This position is critical to our growth in the North American market and requires someone who can effectively communicate with leadership, and handle escalations creatively.

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What You'll Do

Lead and Develop: Lead a high-performing team of 7 Onboarding Specialists with clear direction, coaching, and regular quality assurance through call shadowing

Drive Metrics and Operations: Own onboarding metrics for the team (go-live targets, cancellation rates, client satisfaction, go-live quality), plan and action them as needed, and provide data-driven insights to leadership. 

Ensure Client Success: Handle customer escalations creatively, and develop strategies to reduce churn during the critical onboarding phase

Collaborate Across Teams: Act as the voice of the customer within Phorest, maintain strong cross-functional relationships (eg, sales), and serve as a key liaison for client feedback and feature requests

Lead Strategically: Identify trends and opportunities, manage team capacity and align onboarding strategies with company objectives. Develops and implement process improvements to reduce the onboarding effort needed per customer.

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Who You Are

Education: Bachelor's degree required to ensure foundational knowledge in business processes, analytics, and communication skills necessary for success in this role

SaaS experience: 4+ years of work experience in a SaaS environment, specifically in onboarding or implementation functions focused on customer software adoption, with proven success driving metrics 

Leader: 2+ years managing operational teams

Strategic Thinker: Strong analytical skills with the ability to translate data into actionable insights and business cases and drive process improvements

Effective Communicator: Clear communicator who can convey complex information to different audiences and influence cross-functional stakeholders

Client Champion: Client-centric approach with a deep understanding of the customer journey and passion for the salon industry

Technical Aptitude: Demonstrated ability to quickly learn complex SaaS products similar to Phorest, with a strong grasp of key SaaS metrics and the capacity to understand customer perspectives and business needs in specialized industries.

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Benefits

🧘Phorest currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks. 

💰Employees also have access to optional extras, such as a 401(k) and a range of upgraded insurance options. 

🤓Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning.

😎We like to have fun, build camaraderie through regular social events. 

👯Phorest also encourages Employee Resource Groups, you will have the opportunity to join or champion a club, society, or group. 

Phorest is an equal opportunities employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.