Customer onboarding managerSolarwinds Software Asia Pte. Ltd. Philippine Branch

Overview
The Manager of Customer Onboarding leads a team of onboarding specialists in delivering an engaging product onboarding experience, helping our customers achieve value with their purchased software solutions. As a member of the Customer Success department, the Manager will be also be responsible with helping the department continuously evolve and improve the onboarding phase of our partners' journey.
Qualifications
3+ years of relevant work experience successfully managing customer onboarding teams or troubleshooting teams and working in a customer-facing role.
Strong server and network management experience with exposure in database management.
Solid understanding on the following:
Common network services like DNS, Web Servers (IIS, Apache), FTP Servers, Email Servers, and Database Systems Administration.
Networking protocols TCP/IP, UDP, SMTP, FTP, HTTP, SNMP, Syslog, SSH etc.
Exchange, SQL, Virtual Platform, Windows server, and Linux server
Responsibilities
Collaborating with training, marketing, and documentation teams to implement a digital onboarding experience, allowing the team to scale the onboarding offerings
Collaborate with the marketing and customer success teams to improve program engagement
Manage team operations including staffing plans, scheduling, and budgeting, allowing the team to efficiently deliver onboarding programs
Build, implement, and continuously improve team processes
Manage a team of onboarding specialists, including hiring, coaching, conducting 1-on-1s, and conducting performance reviews
Manage onboarding escalations
Report regularly on program outcomes and project updates
Proactively identify opportunities to improve onboarding programs, including improving engagement and completion rates
Serve as a partner advocate, highlighting cross-department improvements that can be made to improve the partner experience