Onboarding Success Manager I (Americas) FTC
Core
Guide and support Customers and Team Members through the onboarding journey on a global employment platform, ensuring accurate data capture and smooth engagement.
Role type
Customer Success Manager (Onboarding)
Builds
Customer and Team Member onboarding experience for a global employment platform
Domain
Global Employment / HR SaaS
Deliverable
client delivery
Required skills
Customer success management, onboarding operations, customer escalations handling, contract customization, process improvement, data accuracy, product knowledge, AI & workflow automation adoption
Preferred skills
HR SaaS platform experience, SMB to Enterprise market knowledge, multi-country employment practices, multilingual communication
Technologies
Oyster platform, internal knowledge sources, self-service tools
Responsibilities
Provide explanatory documentation and answer ad-hoc questions for Customers and Team Members; Organize meetings to address customer inquiries; Manage custom requests and escalations with Sales, Product, Legal, and Finance teams; Support contract customization operations; Create and update onboarding process documentation; Ensure accurate data capture and processing on the platform; Maintain customer self-service tools and internal knowledge sources; Keep up to date with product releases and global employment regulations.
Seniority
Mid-level, hands-on IC
