Mobile Onboarding Manager

We are seeking a motivated technician for our Onboarding team. This role deploys technical configurations for new and existing customers and owns their onboarding experience with Smarsh.

Must have a fundamental knowledge and understanding of mobile devices and communication channels

What will you do?

• Manage the day-to-day operations of the Mobile Onboarding team which provisions and configures services for new and existing customers.
• Lead and motivate the team through coaching, career planning and setting individual objectives.
• Coordinate customer escalations and promote exceptional customer experience (CX).
• Develop, implement and maintain process runbooks and associated documentation that result in consistently high quality (error-free) service provisioning with the highest level of customer satisfaction.
• Proactively collaborate with the Client Services leadership teams and departments across the organization.
• Service provisioning requests and fulfill the same duties as an implementation technician.
• Maintain self and team knowledge of, and proficiency, with all Smarsh mobile capture products, technologies and services.
• Send product/services information to client(s) upon request.
• Setup, configure, and provide documentation for hosted services.
• Ask Pre-sales and sales technical questions as they arise in relation to integration with services provided.

What will you bring?

• Demonstrate a proficiency with Salesforce.
• Strong attention to detail and ability to multi-task and coordinate competing priorities.
• Excellent written and verbal communication skills including customer communications.
• Ability to provide phone and email configuration support for hosted services.
• Ability to troubleshoot and/or implement complex email migrations
• Commitment to providing customer service that makes both internal and external customers feel welcome, important, and appreciated.
• Ability to preserve confidentiality of information.
• Ability to work extended hours/days to meet clients’ launch schedules.
• Accuracy and attention to detail.
• Ability to organize, prioritize, and work on a variety of tasks/projects for multiple clients.
• Ability to work within strict time frames and resolute deadlines.
• Curiosity, critical thinking, and problem solving
• Excellent written and verbal English communication skills
• Willingness to learn & adapt to new technologies
• Professional demeanor and strong work ethic
• Strong attention to detail
• Patience and desire to help others

Qualifications and Requirements

• 5+ Years in a recent software environment assisting end users via phone and email
• Proficient in MS Office (Word, Excel, PowerPoint, Visio)
• Salesforce experience a plus
• BS/BA (Computer Science or technical degree is ideal) or equivalent experience.
• Minimum of 3 years’ experience with an implementation department or similar teams involved with technology configuration or provisioning.
• Experience with mobile technology integration, mobile service providers, and mobile device management (MDM).
• Experience in a software company, preferably SaaS.