Customer Onboarding Team Lead

2 weeks ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Overview The Onboarding Team Lead will oversee the team responsible for onboarding new business accounts into Salesforce and related platforms. This role ensures a seamless, efficient, and positive transition from sales handoff to active account management. The Onboarding Team Lead will manage workflows, coach onboarding specialists, monitor data accuracy, and drive process improvements to enhance customer experience and ensure timely activation of new accounts. Responsibilities Leadership & Team Oversight: Lead, mentor, and develop the onboarding team to meet productivity, accuracy, and customer experience goals Manage team workload, set priorities, and monitor key onboarding metrics Foster a positive, collaborative, and customer-focused team environment Onboarding Process Management Oversee the setup of new business accounts in Salesforce, ensuring accuracy of contracts, billing information, and service details Partner with Sales, Finance, Collections and Account Services teams to confirm smooth transitions and align expectations Troubleshoot issues or delays during onboarding and implement corrective actions Quality & Compliance Ensure Salesforce and Syteline records are accurate, complete, and compliant with internal standards Maintain and update SOPs and documentation for onboarding processes Customer Experience Serve as an escalation point for onboarding issues, providing timely resolutions to customers and internal stakeholders Drive improvements that reduce onboarding time and enhance client satisfaction Training & Development Train new team members on onboarding procedures, systems (e.g., ERP/CRM platforms), and customer service standards Provide ongoing training to improve skills and process knowledge within the team Keep the team updated on policy changes, system updates, and best practices Analyze onboarding data and provide reporting on cycle times, error rates, and capacity Recommend and implement process enhancements, automation opportunities, and best practices Qualifications Bachelor’s degree in Business, Operations, or related field preferred 3+ years of experience in client onboarding, account management, or operations, with at least 1–2 years in a leadership role Strong experience working with Salesforce (required); knowledge of additional CRM or ERP systems a plus Proven ability to lead teams, manage workflows, and achieve performance goals Excellent problem-solving, organizational, and communication skills Strong attention to detail with the ability to manage multiple priorities in a fast-paced environment Customer-first mindset with the ability to build positive cross-functional relationships Leadership & Coaching Customer Focus Process Management Cross-Functional Collaboration Analytical & Problem-Solving Skills Strong Attention to Detail Seniority level Mid-Senior level Employment type Full-time Job function Sales, General Business, and Education Industries Wireless Services, Telecommunications, and Communications Equipment Manufacturing Referrals increase your chances of interviewing at ScentAir by 2x Get notified about new Customer Team Lead jobs in Charlotte, NC . Charlotte, NC $61,400 - $100,000 Charlotte, NC $56,000 - $61,000 We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr