Customer Onboarding Manager

Company Description

Red Points protects brands and content in the digital environment.

Red Points is the most widely used solution to recover digital revenue. Over 1,300 companies rely on our platform to fight counterfeits, piracy, impersonation, and distribution abuse. They leverage Red Points to take back the revenue that's rightfully theirs. With 270+ professionals and offices in New York, Barcelona, Beijing, and Salt Lake City, Red Points has disrupted an industry traditionally led by service providers with a scalable, cost-effective solution.


Be part of the change: join us on our mission to make the Internet a safer place

Job Description

As a Customer Onboarding Manager you will be responsible for the onboarding of Red Points clients. You will also be in charge of guiding customers through the initial phases of their Red Points service, ensuring they have a positive experience and making sure their needs are met.

This includes: 1) coordinating the creation of client's strategy, 2) ensuring that all relevant documentation is obtained and dealt with and 3) making sure they are set up to success with Red Points services

• Own and manage customer relationships from the point of sale through successful Red Points platform onboarding implementation.
• Welcome and orient new customers to the Red Points services, providing an introduction and overview of what are the next steps
• Maintain a structured onboarding process to guide new customers through their initial interactions with the service
• Develop measurements to help understand the impact of successful implementation.
• Help the customer define their needs and manage their timeline toward seeing value.
• Provide clear and timely communication to address customer questions, concerns, and issues.
• Complete video and phone calls to ensure that customers are supported during the onboarding process.
• Analyze and manage the customer's IP portfolio during the onboarding phase.
• Be a Red Points expert and discuss or educate on any nuance of the product with client
• Train new customers on how to use the product effectively and adapt their usage to their needs.
• Create repeatable processes, resources, and frameworks to use when onboarding customers
• Monitor and report on key onboarding metrics to ensure a successful onboarding process
• Successfully transfer your customer relationships to a customer success manager after onboarding

Qualifications

• Previous experience as a Customer Onboarding Manager, Customer Success Manager, Customer Support or similar roles for at least 2 years.
• Excellent written communication
• Technical knowledge of video encoding frameworks and transcription software.
• Excellent communication and interpersonal skills - communication will be key to achieve a good understanding with the customer and simplify customer's experience
• Organizational skills - you'll be working with many customers, and you'll need to have expertise in place to keep all of their needs organized
• Strategically minded - you'll be helping customers come up with their overall strategy with our service
• Time Management - Efficiently managing your time is key, as onboarding multiple customers simultaneously can be challenging
• Data Analysis - you will need to analyze onboarding metrics to ensure a successful performance
• Problem solving capabilities - you will need to identify and address any issues or obstacles during the onboarding process
• Customer centricity - The ability to shift priorities quickly when necessary putting the customer's needs and satisfaction first
• Teamwork- you will need to coordinate with the operational onboarding specialist and other departments to ensure a smooth transition

Additional Information

What do we offer?

• 100% employer-paid Medical (most plans), Dental, and Vision insurance plans
• Complimentary One Medical membership
• Complimentary TalkSpace membership for online mental health therapy
• Complimentary Peloton App membership
• Access to Kindbody, a gynecology, fertility, and family planning benefit
• Employer matching of your 401(k) contributions
• Paid parking in a beautiful WeWork location
• Paid Parental Leave for primary and secondary caregivers
• Our leaders care and value the role you play in the company's success
• A learning culture with individualized development plans that focus on personal and professional growth
• A fun and fast-paced startup environment with cool people and team building events
• Flexible work environment to promote work/life balance

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

At Red Points, we believe real success starts and ends with hiring the very best people, empowering those people to get the job done, and making sure our people have a whole lot of fun along the way.

If you think this position could be a good match, apply now, and let's talk! :)