Onboarding Manager, Team Lead - SMB

Introduction

As a key member of our global Onboarding team, you will support colleagues and customers across the EMEA and APAC regions. You will lead a team focused on onboarding new customers to our platform within a key business segment. The Team Lead is a resource for Onboarding Managers, supporting solution ideation and risk mitigation during onboarding. The successful candidate will be an ambitious, customer centric individual who can inspire a team and lead by example.

Responsibilities

• Own the operational health of the onboarding function, including backlog management, capacity planning, and forecast accuracy.
• Monitor the onboarding pipeline and ensure accuracy of timelines, statuses, and data integrity across all active customers.
• Drive performance against key metrics (time to onboard, volume, churn) through inspection, trend analysis, and root cause identification.
• Ensure all onboarding projects are appropriately assigned, progressing on time, and proactively identify and mitigate risks.
• Manage escalations and ensure timely resolution with appropriate stakeholder involvement.
• Lead, develop, and support a team of Onboarding Managers responsible for guiding clients through their onboarding journey.
• Hold team members accountable to onboarding processes, timelines, and quality standards.
• Conduct regular 1:1s, coaching, and performance management to drive individual and team success.
• Support hiring, onboarding, and ramping of new team members, including mentorship and training.
• Ensure continuity of customer onboarding through effective coverage planning.
• Collaborate with internal teams to optimize onboarding workflows and improve the customer experience.
• Partner with Sales to ensure a smooth transition from sale to onboarding, including account assignment and escalation.
• Engage with Technical Implementation and other teams to improve migration workflows and ways of working.
• Ensure team readiness for product updates and evolving processes, partnering with Enablement and Product Marketing as needed.
• Identify opportunities to improve processes, tools, and customer touchpoints, and drive implementation of those improvements.

Qualifications

• Track record of strong and consistent performance in current or previous roles.
• Experience managing high volume onboarding pipelines (35+ customers) with performance based KPIs.
• Strong operational mindset with experience in forecasting, pipeline management, and capacity planning.
• Proven ability to drive accountability and process adherence within a team environment.
• Strong analytical skills with the ability to identify trends and translate insights into action.
• Excellent written and verbal communication skills, including experience presenting to stakeholders.
• Outstanding organizational, scheduling, and time management skills.
• High EQ and interpersonal skills with the ability to work across diverse stakeholders.
• Demonstrated leadership capability; self motivated, curious, and resilient.
• Ability to lead teams through change and drive adoption of new processes.

Benefits

• Open PTO policy with flexibility in how and when you take time off.
• Collective team day off once a quarter to disconnect and recharge.
• Parental and Pa(a)ternity leave for new family members.
• Quarterly reimbursement for health schemes.
• Monthly mental health/employee assistance program and Calm App subscription for you and up to four dependents over 16.

ABC is an equal opportunity employer committed to diversity, equity, and inclusion. We strive to create a workplace where every employee, client, and partner feels valued, inspired, and empowered to reach their full potential.