About Us:

What makes the difference between a product that's engaging, compelling, and easy to use and one that's frustrating, broken, and complicated? The answer is user experience. Here at UserTesting, our mission is to help our customers create great experiences. We enable every organization to deliver the best customer experience powered by human insight. 

About the team:

We are looking for a Manager, Customer Onboarding to join our Customer Education & Onboarding Team to lead a growing, respected, and successful team of Customer Onboarding Specialists. 

The Opportunity:

This is a hands-on role that oversees the team serving as the initial post-sale point of contact for new customers. In this capacity, you will lead the Onboarding team to drive customer enablement and overall product adoption through close coordination with customer success stakeholders on configuration, training, industry expertise, and the demonstration of product features beyond central functionality to help the customer achieve specific business results.  

What We’re Looking For:

• Oversee the delivery, completion, and satisfaction of high-quality onboarding and enablement of new UserTesting customers.
• Track, measure, and report key KPIs out to Customer Success leadership.
• Identify opportunities and improve the customer onboarding and handoff process to long-term service and support.
• Iterate on customer onboarding strategy, offerings, and pricing to influence adoption and retention.
• Scale the onboarding service and process to all business segments globally.
• Partner with cross-functional teams & leaders to align team goals with company-wide initiatives.
• Ensure the highest level of customer satisfaction from each engagement.
• Enhance and align the team's key performance indicators to departmental goals.
• Engage with customers on escalated incidents and ensure resolution.
• Lead regular cadence meetings with team members to review progress of current customer onboarding engagements and ensure critical KPIs are met or exceeded.
• Coach & mentor team members to aid in their growth and professional development.
• Travel as needed for business purposes.

What you should have:

• Bachelor’s degree in Business, Economics, Marketing, or related field and experience.  Master’s degree preferred.
• Minimum 5 years of experience leading and scaling a high performing global team.
• Minimum 10 years of relevant experience in a customer-facing role (Customer Success, Customer Support, Onboarding, Customer Education, etc.) at a SaaS company.
• Experience developing processes to manage complex onboarding engagements.
• Experience in training, implementation, or consulting preferred.  Bonus if you’ve previously worked on a UX, CX, or Digital team 
• Proven expertise in devising and implementing processes and programs that improve efficiency and productivity, and directly contribute to the bottom-line.
• Strategic thinker, but willing and able to roll up sleeves and act on what needs to get done to be successful.
• Innate drive, self-motivation and work ethic.
• Highly organized with excellent communication skills.
• Great interpersonal skills and attention to detail.

Why you’ll love working for UserTesting:

We’re honored to be named a 2020 Inc. Best Workplace. Joining UserTesting means being part of a passionate team focused on transforming the way companies learn about their users. 

Founded in 2007 and backed by Accel and OpenView, UserTesting is headquartered in San Francisco with offices in Atlanta and Edinburgh. 

To learn more about our team, culture, and customers, check out our careers page, company blog, and press/awards. Besides a great work environment and the opportunity to change the world we’re also growing fast — join us!