At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.
We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.
We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.
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If this sounds like you, you’ll fit right in.
Who You Are
You are driven by a deep passion for Justworks customers and empowering small businesses to thrive. Empathetic, diligent, and resourceful, you excel in navigating the needs of clients with care and precision. As someone who excels in an environment of rapid change and growth, you know how to organize and prioritize your workload. You are a lifelong learner and genuinely enjoy learning how and why things work. You thrive on coming up with creative solutions to any problems you face.
As a Senior Customer Onboarding Manager your main responsibility is to expertly guide complex customers in addition to our small business customers through their transition to Justworks to ensure their long-term success on the Justworks platform. You will work closely with your accounts and act as an extension of their teams throughout their onboarding experience.
This is an opportunity for an experienced Onboarding Manager to advance your career and provide additional support to a growing team. You view yourself as a trusted partner for our customers, and product experts that they rely on during implementation. Customer Onboarding Managers play a crucial role as the bridge between Sales, Operations, and Customer Success to set the stage for a long-lasting and successful customer relationship.
Your Success Profile
What You Will Work On
- Effectively manage the customer onboarding process from time of sale through first payroll for complex customers.
- Work closely with the Sales and Customer Success teams to ensure smooth and continuous service between phases of the customer lifecycle.
- Embrace a proactive, service-first approach to anticipate and meet client needs, setting the tone for exceptional service.
- Consistently communicate onboarding status and deadlines to ensure customers meet their deliverables and feel confident in Justworks.
- Lead customized introduction calls to establish rapport, understand client goals, and pave the way for a successful partnership.
- Engage onboarding specialists as needed, leveraging their expertise to address specific client needs or challenges.
- Facilitate comprehensive payroll calls to ensure accurate and timely payroll processing.
- Make certain that the customer has a clear and comfortable understanding of the Justworks platform and service through product walkthroughs and training calls
- Encourage customers to engage directly in the Justworks platform to achieve a clear and comfortable understanding of all services and features available. This will be accomplished through in depth product walkthroughs and ongoing training calls, allowing the customer to take the reins with your support and guidance.
- Expertly explain complicated concepts (related to health insurance, compliance, taxes, etc.) in simple, user-friendly terms.
- Embody the Justworks brand and advocate for your customers’ best interests with key stakeholders on other teams.
- Creatively solve problems and navigate through roadblocks that come up due to unique customer needs.
- Mentor new teammates, fostering a high-performing team environment/culture through your commitment to excellence and grit. Model a growth mindset for the team.
- Performs other duties as needed based on department and/or organizational needs, with an emphasis on-
- Customer Focus - Build strong customer relationships and delivery customer-centric solutions
- Plans and Aligns - Breaks down objectives into appropriate initiatives and actions; stages activities with relevant milestones and schedules
- Collaborates - Building partnerships and working together with others to meet shared objectives
- Curious - The innate desire to learn, grow and understand
How You Will Do Your Work
As a Senior Customer Onboarding Manager, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:
- Good judgment - The exercise of critical thinking, analyzing and assessing problems and implications, identifying patterns, making connections of underlying issues, understanding risks and developing mitigation strategies, and taking ownership of the outcome.
- Detail-oriented - Exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.
- Foundational sales knowledge: The specific set of sales skills (prospecting, cold calling, nurturing, engaging, presenting, negotiating, closing etc) and knowledge (product, markets, trends, business etc) a salesperson possesses to enact the exchange of value between a buyer and the vendor.
- Results-driven: Consistently achieves results, even under difficult circumstances.
- Clear communication: The ability to articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding.
In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:
- Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
- Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
- Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
- Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
- Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”
Qualifications
- Minimum of 3 years of professional experience in a customer facing role
- Ability to explain complex products or services in a way that can be easily understood and make customers feel confident in our company and product
- Excellent organizational, written and verbal communication skills
- Strong attention to detail with ability to manage competing priorities and multitask
- Ability to work as part of a team and be resourceful and adaptable
- Ability to mentor teammates and foster a collaborative, supportive, and high-performing team environment/culture
- Aptitude for learning new products and subject matter, and helping others learn as well
- Willingness to dive right in and affect change
- Passionate about a career path serving customers
The base wage range for this position based in our New York City Office is targeted at $41.35 per hour.
#LI-Hybrid #LI-AM2
Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.
For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks.
Diversity At Justworks
Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.
We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com. Your comfort and success matter to us, and we're here to ensure an inclusive experience.