Job description
Description
What are we looking for?
A Partner Onboarding Manager who will blow our hair back.
Where are we looking?
This is a remote position, but must be U.S. based.
What type of job is this?
Full-time. And then some. (hey, we’re a start-up!)
Who would you report to?
Our Director of Partner Development. She’ll also blow your hair back, especially on the Karaoke stage.
What you should bring to the table:
Bachelor’s degree in relevant field or equivalent practical experience;
5+ years of experience in onboarding, client implementation, training delivery, or consulting roles - ideally in a service-focused or SaaS organization;
Basic technical aptitude and the ability to quickly grasp the technical aspects of a SaaS product;
Strong project management skills, including the ability to organize tasks, set timelines, and coordinate efforts for simultaneous onboardings;
Excellent communication skills, both written and verbal, with the ability to convey technical and nuanced information in a clear and understandable way;
Ability to digest and work through detailed, complex, and sometimes uncomfortable situations, and provide solutions in a thoughtful way;
Results-driven mindset with a focus on achieving positive outcomes for Partners;
High emotional intelligence and relationship building skills for navigating the various challenges associated with working with diverse people to bring Partners live;
A love for improving processes;
A willingness to iterate daily - we really, really mean this;
The ability to make informed, independent decisions juggling multiple projects and priorities;
A willingness to voice your opinion and engage in thoughtful debates - may the best idea win! Check your ego at the door;
A reliable work ethic and focus on delivering results, whatever it takes; and,
A strong desire to be a team player - we are all in this together.
What will get our attention (our “nice-to-haves”)
If you have a working knowledge of the custom-integration (CEDIA) industry, having worked with an integrator and/or a vendor to integrators;
If you have experience spearheading building well-developed onboarding processes;
If you have experience integrating software or processes in with an existing organization;
If you have experience in Change Management;
If you have deployed a Learning Management System to supplement your onboarding experience;
If one of our mothers refers you.
What do we bring to the table?
A team of aces willing to do anything for each other;
Competitive salary;
100% company-paid medical insurance;
Eligibility for dental, vision, short-term disability, and life insurance;
Flexible time off policy;
Employee funded 401K plan;
Remote work-friendly–we’re a fully distributed team
Who are we?
Remember the cartoon The Jetsons, as a kid? Or, how about the movie, Iron Man? Both have something in common: they showcased really bad-ass homes souped up with the kind of technology that would blow your mind if that technology actually existed in real life.
What was fiction back then is rapidly becoming real life. Consumer technology and smart-home systems are evolving at a rapid pace, which means homes being built or renovated in the coming years are going to look more and more like those homes in the movies. Ten years from now, homeowners will need a personal IT Director to help them manage all this new home technology because, well… the technology in our homes is getting smarter, but we as humans aren’t necessarily getting smarter at fixing it when it stops working for any reason.
Our Founder realized this when he launched our company, OneVision Resources. We envision our company serving as that front-line “IT Director” for people’s homes by providing remote support over the phone and email to homeowners when their technology stops working. And you probably have enough tech in your own home to know yourself that this happens all the time and for a variety of reasons - an ice storm knocks everything offline, a software update goes wrong, or the kids mess with the remote and you can’t figure out how to get your cable channels back on the screen.
We don’t market our support service directly to homeowners. Instead, we provide this support to homeowners through the local professional installation company that the homeowner hired in the first place to install their home technology. We call these installation companies our Partners. Think of us like an outsourced help desk to these Partners. These installation companies are really good at installing the technology, and then they use us to provide consistent, high-quality remote service & support to their clients when that technology stops working.
Our ability to provide high-quality support to the clients of these installation companies relies upon a strong and super tight relationship with each of these installation companies.
Which is where you come in. Keep reading to understand how.
What would a typical day look like?
The role of an Onboarding Manager can be compared to that of an orchestra conductor. Similar to how a conductor brings together various musicians, each with their specialized instruments, the Onboarding Manager orchestrates the onboarding process, harmonizing the efforts of different teams and ensuring a seamless integration of components to create a successful and unified experience for the Partner.
Our Onboarding Manager focuses on onboarding our external Partners (local home technology companies referenced in the above section). As the first person these partners will interact with after signing their contract, you are the “face” of OneVision for the first stage of the relationship. There is a substantial amount of information the Partner needs to pull together such as end user client data, and work that the Partner needs to do on their side to facilitate a smooth transition; so as a project manager, you are also responsible for inspiring Partners and motivating them to meet critical deadlines.
As an Onboarding Manager, you wake up every morning with one primary thought on your mind: what can I do today to make sure our newest Partners are fully supported and set up for success in their tailored onboarding journey in order to successfully go live on the OneVision platform?
With this primary question in mind, the Onboarding Manager focuses upon delivering remote onboarding services and training to these Partners when they first enter into a partnership with us, and navigating them through the critical integration of our processes and systems into their existing framework. The Onboarding Manager works closely with our Onboarding Managers, who run point on navigating the overall onboarding experience for new partners, and with the Partner Success Managers who manage the ongoing Partner relationships after each Partner has gone live with our support platform. The Onboarding Manager ensures that partner-specific integrations are documented and that any outstanding issues discovered along the way are communicated to others on the OneVision team, so that all their hard work can be leveraged to allow that new Partner to kick ass.
At a more granular level, the Onboarding Manager’s typical daily activities are as follows:
Setting, planning for, and leading video-conference meetings with various representatives from new Partner teams;
Consulting with Partner’s leadership team on how best to integrate the OneVision platform into their unique organization prior to the full team training, modifying as needed based on the platform level purchase;
Establishing yourself as a strategic ally to the leadership teams of our Partners, and leveraging that relationship to guide their product customization decisions and prime the Partner Success Managers to later drive change management within our Partners’ organizations;
Leading Partners and relevant 1V internal teams through each Partners’ onboarding process from start to finish;
Delivering engaging, clear, and actionable training to Partner teams to ensure understanding of key processes and tools;
Identifying and addressing knowledge gaps during training sessions to build Partner confidence and operational readiness;
Communicating the needs of our new Partners back to the appropriate people within our company. Coordinating with internal teams, such as technical support, trainers, and product development, to discuss any ongoing issues, updates, or client feedback, ensuring alignment on onboarding goals and objectives;
Communicating with Partners about updates on the onboarding progress, following up with them about the status of information they need to provide, LMS course progress, and addressing any questions or feedback they may have;
Scheduling check-in calls or meetings with Partners to assess the progress of their open items and assigning and managing deadlines. Like a skilled conductor adapting to the tempo of the orchestra, showcasing your ability to adapt to evolving Partner needs and improvise solutions when the unexpected occurs;
Work on customizing the product based on the specific needs and requirements of each Partner. This may involve configuring features, setting up user access, and ensuring the platform implementation aligns with their objectives;
Creating or updating onboarding logistics documentation, guides, and resources for Partners. Ensure that clients have access to clear and comprehensive materials to support their onboarding journey;
Coordinating with Partner Success Managers to facilitate a smooth transition from the technical onboarding phase to more in-depth product training and beyond;
Studying and internalizing the latest iterations to our platform, and internalizing how to best onboard our Partners on said iterations;
Thinking about new ways to secure full buy-in and engagement in our platform from new and existing Partners, and then executing upon those ideas;
Conducting regular check-ins with partners to gather feedback, fine-tuning the onboarding process for a symphony of success.
Responsibilities:
Partner Onboarding: Lead new Partners through the end-to-end onboarding process, ensuring a seamless transition from the sales phase to active usage of our product. This involves fostering momentum and positivity among partners to achieve onboarding milestones and utilize the platform effectively.
Product Configuration: Coach Partners in configuring and customizing the OneVision product to meet their specific needs, including needs analysis, systems setup, user role assignment, and initial system configuration.
Technical Consultation: Provide initial technical guidance to Partners, addressing technical queries, troubleshooting issues, and ensuring a solid understanding of the product’s functionalities.
Training Execution: You’ll create and deliver engaging training to our Partners during onboarding, ensuring their understanding of key processes and tools. This includes managing and overseeing our LMS (Learning Management System) for Partners.
Communication and Coordination: Serve as the primary point of contact for Partners during the onboarding process. Utilize your excellent communication and EQ skills to manage progress, set expectations, and coordinate efforts with internal teams, including dedicated trainers.
Project Management: Project management skills are vital. Effectively manage and complete on-time multiple projects simultaneously. This includes prioritizing time across multiple onboarding projects at once, aligning schedules, setting milestones, allocating internal resources, and ensuring a smooth transition from the initial setup to the training phase.
Issue Resolution: Identify and address any issues or challenges that Partners may encounter during onboarding. Collaborate with internal teams, including technical support, to ensure prompt resolution.
Partner Education and Training: While you’ll provide engaging, clear, and actionable training to Partners during onboarding, you’ll also continue to educate new Partners on key features and functionalities of the product configuration.
Documentation and Resources: Create and maintain onboarding documentation, guides, and resources to support Partners. Ensure that Partners have access to clear and comprehensive materials to aid their onboarding journey. Keep your project plans and meeting notes organized and up to date in our system of record.
Feedback Collection: Gather feedback from Partners about their onboarding experience. Use insights to improve processes, documentation, and overall onboarding effectiveness.
Process & Resource Development: Contribute to innovations in our processes, operations, tools, onboarding structure structure, and service offerings. Build Partner-facing items like presentations, project plans, data schemas, onboarding and migration guides, and success plans.
Curious if you’ll fit our culture?
Glad you asked! Check out our company values below. If these resonate with you, you’ll fit right in!
Be ferociously curious.
Be an active participant in expanding your understanding of the world around you. Learning is part of the job. So practice ferocious curiosity. If a problem is important, don’t settle for a surface-level understanding of it. Go dig. Seek out new information. Pressure your assumptions. And when you feel you truly understand something, start trying to prove yourself wrong. Truth-seeking never stops. We all have a responsibility to continually expand our knowledge.
Be proactively transparent.
Transparency breeds trust and empowers good decision-making. Communication solves all problems. So share what you know, encourage others to do the same, and speak your mind early and often. There is no monopoly on good ideas; everyone’s perspective is valuable. Spread your ideas. Give and receive feedback readily and respectfully.
Be tenacious.
We are working on important and complex challenges; difficulty is inevitable. Persevere. The more important the problem or opportunity, the more we can justify working through the challenges. If we struggle with it, then so does the competition. Tackling difficulty is how we differentiate.
Take action, thoughtfully.
Being decisive is the only way to accomplish our goals. But remember, attention is our most precious resource, so choose your actions wisely. Take the time needed to make sure you really understand the problem. Source your conviction. Measure twice, then cut confidently.
Own the Experience
All of your actions, big and small, directly impact the people you engage with, so be mindful of the experience you are creating for others. Take responsibility for creating great outcomes. Be helpful. Communicate clearly. Practice empathy. Go above and beyond to make someone’s next step a little easier. We’re all in this together.
Embrace Mistakes
We all make mistakes. Embrace them. Accept responsibility, learn, and share your new knowledge so others can learn, too. Mistakes are an inevitable byproduct of growth; so get out of your comfort zone. Fail fast and fail forward.
Practice EQ, not Just IQ
Healthy relationships are paramount to highly productive teams. So practice EQ, not just IQ. Put empathy first. Learn to recognize and control your own emotions, especially when navigating difficult situations. Being smart isn’t enough; we have to be emotionally tuned in as well. Remember, no one wants to work with the brilliant jerk.
Put the Partner First
The most important thing in business is to know who our customer is and what problems they need us to solve. So make the effort to understand the world from our partner’s perspective. Spend time understanding them. Build empathy. Use their challenges and feedback as your North Star. Then work relentlessly to better serve them; we are in the business of making their lives better.
