Job description
Hi, We’re AffiniPay!
AffiniPay is a leading fintech company, based out of Austin, Texas. As the market leader in professional services payments and practice management software, AffiniPay’s tech products serve legal, accounting, architectural, engineering and construction firms. AffiniPay has been recognized as one of Inc. 5000’s fastest growing companies in the U.S. for 13 years in a row, and as a result, our teams continue to grow as well!
The Manager, Customer Onboarding Services, Software serves as leader to the Onboarding & Data Migration teams. They ensure that the team provides a successful & timely onboarding for new customers as they transition from previous practice management software to MyCase. This is the most important phase of the customer lifecycle and the Manager, Customer Onboarding Services is responsible for ensuring the team has the tools, programs, and coaching in order to successfully train customers on the product, migrate their viable data, and assist them in their Payments & Integrations set up as well. The Manager, Customer Onboarding Services works in conjunction with Sales & Customer Success leadership to ensure customer escalations are handled promptly & churn is mitigated through these efforts. The Manager, Customer Onboarding Services is responsible for establishing team goals & team/personal KPIs, inspiring the team to deliver exceptional service to customers. The Manager, Customer Onboarding Services is a trusted resource & mentor for team members, looking to elevate & recognize team members that go above & beyond in their role. Successful Managers are motivated, have a passion for helping others, have operational agility and a blend of technical and interpersonal skills.
What You’ll Do
- Ensure all team members utilize Salesforce to track all elements of the Onboarding & Data Migration experience (i.e. check-ins and go-live targets are executed on time, all notes & fields are filled in)
- Ensure KPIs meet or exceed goals for firms in each area:
- Days in data import: 5 days or below
- Median days to live: 30 for 1-9 users; 60 for 10+
- tNPS: 60 or above
- Churn: under 10%
- LawPay Leads: 10 per quarter
- Monitor Onboarding & Sales Handoff sheet for smooth handoff between teams
- Track & submit quarterly Payments SPIF for team
- Monitor team workload to maintain balance with firm assignments
- Ensure MyCase 101 webinar has coverage bi-weekly
- Lead morning standups & bi-weekly team meetings.
- Manage dream-team Slack channel & ensure partner channels are monitored (i.e. deal-help-mycase)
- Interview, hire & train all new employees
- Manage team FTO, timecards, overtime and annual reviews via Workday
- Be the go-to person for collaborative efforts with other teams (Sales, CS, Product)
- Partner with Leaders in Sales, Product, Services & Partner companies (Universal Migrator) to define ongoing best practices for onboarding tasks
- Own and delegate new i nitiatives/projects as they arise
- Keep track of team recognition (Birthdays/Anniversaries), as well as managing WOW team award & monthly Motivosity
- Represent team in Leadership meetings to share KPIs, updates, and ongoing initiatives
- Exercise independent decision making
- Provide timely responses to customer escalation inquiries
- Serve as a AffiniPay/MyCase brand ambassador to create promoters within industry
- Lead the team by example through your actions
- Other duties as assigned
About You
- 1+ years of successfully onboarding MyCase customers
- BA/BS/BE degree required
- Exceptional customer relationship building skills
- Excellent written and oral communication skills
- Strong analytical capabilities for advanced problem-solving
- Demonstrable leadership skills
- Ability to influence decision-making and change
- Highly organized and strong ability to multitask
- Have a passion for leading and helping others, operational agility and a blend of technical and interpersonal skills
- Ability to display good judgment
- Ability to work cross-functionally in a fast-paced environment
- Ability to follow through on tasks until completed
- Ability to develop trusted relationships and find creative solutions
- High degree of flexibility
- SaaS experience and/or legal experience desired
Our Story
Founded in 2005, AffiniPay’s mission is to build technology products that helps professionals focus on the work they love. As the leader in the professional payments industry, AffiniPay’s products serve legal, accounting, architectural, engineering and construction firms. Our portfolio of software solutions include MyCase (Legal Practice Management Software), CASEpeer (Practice Management for Personal Injury Firms), and Docketwise (Immigration & Case Management Software). Our portfolio of payment solutions include LawPay (Legal), AffiniPay for Associations (Associations), CPACharge (Accounting Professionals), and ClientPay (Architect, Engineer, and Construction). AffiniPay’s products serve over one hundred thousand users, and we are noted as one of the fastest growing tech companies in Austin, Texas. We are constantly looking for talent to join our team to continue playing a key part in unlocking our potential.
Diversity, Equity & Inclusion at AffiniPay
At AffiniPay, we recognize that innovation occurs with a strong team of people who are diverse in background, personality, talent and ideas. Experience comes in many forms and ensuring a diverse and inclusive workplace where we continue to learn from each other is an integral part of our culture. We are committed to creating a welcoming and transparent environment for all that embraces those differences through education, equal access to opportunities and information, inclusionary programs, and community outreach.
B enefits that Benefit You!
As a people first culture, we believe it is important that our teammates are happy, healthy, and productive. In order to best support that, AffiniPay provides award-winning benefits that can make a difference in your life - right now and for the future.
- All employees receive fully covered medical, dental and vision coverage- Choose from our 2 available health plans based on what fits you and/or your family!
- Have some fur babies? - We offer them insurance too!
- RELAX and enjoy your time away with our flexible paid time off policy!
- We will help you plan for your future - 401K, or RRSP if in Canada, with a company match
- Competitive compensation packages that include mid-year and end-of-year bonuses and equity options for all full-time employees
- Health Wellness Program that includes nutrition consultations, mental health apps, and access to discounted memberships
- Have plans to grow your family? - Parental resources, including 16 weeks of paid time off for primary caregivers
- Professional development opportunities including mentorships, leadership programs and our AffiniPayU courses
- We believe it is important to give back with our Matching Gift Program and organized activities focused on donations, volunteerism and supporting the local communities throughout the country
- D&I initiatives provide educational opportunities regarding multicultural issues, tolerance, and celebrating diversity among our entire staff
- An incredible, in-office experience at our headquarters in Austin and San Diego including free lunch delivery, a fully stocked kitchen, and some “sweet” surprises for those afternoon pick-me-ups
Security Advisory
Our hiring teams at AffiniPay are dedicated to recruiting top talent that share our passion for serving the professional services industry through innovative financial technology. As such, our Talent Acquisition Team only follows legitimate hiring practices. We will always communicate with our candidates using emails with the AffiniPay domain and will never ask for sensitive/personal data during the application process. All interviews take place over phone call, Zoom/Google Meet or in person. All offers are communicated verbally by our Talent Acquisition Specialists with a written offer letter as a follow up.
