About Us
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Position Overview
We are looking for an Onboarding Team Manager to oversee our Leap CRM Onboarding team. To be successful in this role, an Onboarding Team Manager will have the ability to balance both the tactical day-to-day supporting of the Onboarding Specialists alongside long-term strategic initiatives. This individual will be responsible for managing the team (clearing roadblocks, providing guidance, career growth conversations), reviewing team processes for opportunities of improvement, and building on relationships with other internal teams, such as Product & Support to enhance both the customer experience and the internal teams’ experiences.
Responsibilities
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Lead a team of customer-facing Leap CRM Onboarding Specialists, who play a crucial role within Leap's Customer Success team, working directly with customers as a trusted advisor advocating best practices and as a champion of the customer with our Product teams.
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Reporting to the Sr. Director, Professional Services, you’ll play a pivotal role in leading the Leap CRM onboarding team to build scalable and efficient processes that result in world-class onboarding for our customers, while increasing adoption of our core products & features.
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Provide supportive team leadership to ensure the growth and success of all team members, including a focus on professional development.
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Be a point of escalation for your team if progress is impeded internally or externally, taking ownership and delegating steps to de-escalate.
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Collaborate and partner with the Product, Marketing, Engineering teams as we develop new features for our customers and enhance existing features.
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Proactively review team processes to find opportunities for improvement, streamlining, and growth, as well as for collaboration and cross-pollination with other teams across Leap.
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Represent and advocate for the team in cross functional and leadership meetings, presenting as needed on team performance and metrics.
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Establish new processes and standard operating procedures to improve the team’s and/or the customer’s experiences.
Qualifications
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3+ years of experience in people management and leadership, with a proven track record of mentoring and coaching team members. Demonstrated ability to build, scale, and drive successful teams.
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Experience building, scaling, and driving continued successful implementation of new products and features
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Passion for creating an excellent customer experience and an interest in advocating for clients
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Deep understanding of customer success and onboarding processes, with a passion for creating excellent customer experiences and advocating for clients.
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Familiarity with CRM systems and a strong grasp of product implementation and feature adoption strategies.
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Proven ability to work cross-functionally and build strong relationships with internal teams.
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Experience in presenting and advocating for team needs in leadership meetings.
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Strong analytical and problem-solving abilities, with a proactive approach to identifying and addressing challenges.
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Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.
What it’s like to work at Leap
When you join Leap, you’ll collaborate with curious minds, bold innovators and smart risk-takers. As a member of our team, you’ll be valued, supported, and included. With a transparent culture and approachable leadership, we offer career opportunities that match your ambitions and talents. To help maintain your work-life balance, we offer a range of resources for you and your family, including comprehensive benefits and wellness plans.
Benefits
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Medical, dental and vision benefits – affordable health care plans and company HSA contributions, starting the first of the month following 30 days of employment
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401(k) company match
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Competitive time off package with 20 vacation days, 10 wellness days, 8 company holidays, 2 floating holidays, and 2 volunteer days
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Comprehensive Employee Assistance Program
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LifeMart discounts through ADP that include services such as groceries, restaurants, entertainment, pet insurance, auto, cell phone, child care and so much more
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Access to the MoveSpring app – an activity platform to enhance physical & mental health: includes company step challenges, exercise content, meditation tools and wellness-focused blogs
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Culture and team-building activities
Leap is an Equal Employment Opportunity and Affirmative Action Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment decisions are made based on qualifications, merit, and business needs.