manager - Customer onboarding8x8

As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc. (NYSE:EGHT) is to transform the future of business communications. The 8x8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter.
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About our Team
The 8x8 team is one that is open, collaborative, and truly passionate about delivering cutting-edge UCaaS/CCaaS products all with a white glove service. They constantly leverage the skill sets of their teammates and colleagues throughout the company in order to provide 8x8 customers with the best possible experience.
Responsibilities:
Lead a team of Solution Delivery Advisors responsible for the successful onboarding of new customers
Contribute to developing and deploying onboarding process and content changes to the team
Influence internal behavior cross-functionally to get buy-in for onboarding initiatives
Serve as a mentor and coach for Onboarding Specialists
Support the onboarding of new customers to deploy 8x8 services including configuration, training, go-live support, and optimization
Contribute to and drive efforts to maintain SLAs for all deployments such as CSAT, Quality and Average Time to Value.
Partner closely with Sales to solidify and execute client deployment strategy based on customer goals
Monitor new client performance and address any open issues to ensure timely resolution and an amazing first customer experience
Work closely with the product and engineering team to influence new product features and functionality based on customer feedback
Help team members to meet or exceed productivity metrics
Use Onboarding calendar and internal tools to maintain effective scheduling of personnel on a regular basis
Work with cross-functional teams to report problems and resolve customer concerns promptly
Perform other related duties as assigned
Requirements:
Minimum 2-3 years of leadership / management experience preferred in customer onboarding.
Proven team player with strong interpersonal skills
Ability to present new ideas and gain consensus with managers
Experience managing projects, especially with multiple contributors
Excellent written and verbal communication skills
Creativity when dealing with customers
Excellent organizational skills and attention to detail
Excellent time management skills and process flow build.
Working knowledge of routers, switches and other network components is a plus
Prior experience in unified communications or contact center solutions is a plus
Minimum 3 years of project coordination, project management, customer support or training in a SaaS environment
BS/BA degree preferred
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8x8

Manila City, Metro Manila
Permanent
Full-time