Manager Of Customer Onboarding

Backed by a recent $100MM investment from top VC firm, Insight Partners, iLobby is experiencing rapid growth as the enterprise market leader in the Visitor and Workforce Management space. With clients in 45+ countries and a platform that is truly best-in-class, the company is well positioned for explosive growth as we scale our team. Profitable, nimble, and with a growing list of F500 clients, iLobby is an ideal place for any high potential leader to accelerate their career.

At iLobby we are looking for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We are building the Customer Success program to help drive iLobby’s growth forward. As a key member of the Customer Success Leadership Team you will be optimizing and building out the customer onboarding function to help us scale, deliver efficient time to value to customers and overall a positive first experience with iLobby. At iLobby this includes both the onboarding of the software and ensuring the customer receives the hardware they need to operate it (tablet, stand, printer).

Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and create scalable processes. They also are an excellent leader and collaborator across departments to move initiatives forward.

This is an outstanding opportunity where you will be playing a major role in the rollouts of iLobby across our new and existing customer base. After consistently proving yourself as a top contributor to the customer success organization, you will have the opportunity to grow within iLobby.

This role is a hybrid position where you'll be required to come into our office twice a week.

Responsibilities

• Learn – Continue to learn about best practices in onboarding, improving your product knowledge and getting better in your role over time
• Data-oriented – You’ll regularly analyze data to make decisions, identify what’s not on track and make sound decisions accordingly
• Collaborate – Work within and across departments to make changes to the onboarding journey in alignment with other teams. You don’t just make decisions, you build alignment with others.
• Build – You’re not satisfied with the status quo and will help improve our customer onboarding processes to improve and scale the customer experience. We’re in the midst of launching additional products as part of our full platform offering and you will help us evolve our onboarding experience to this multi-product reality
• Forecast - Manage, forecast and monitor resource capacity and utilization, staffing appropriately all customer engagements
• Logistics – Manage the relationship with our 3rd party logistics vendor and ensure hardware is deployed accurately and on time to our customers.
• Lead – You’ll lead our team of onboarding and deployment professionals. Helping them grow in their roles, while delivering on the needs of our customers
• Engage with Customers – You may do some onboardings yourself when needed, or when it’s a large customer. You’re not afraid to roll up your sleeves and do the work yourself.

Qualifications

• You are a highly motivated, self-starter with a high degree of initiative, a can-do attitude, results and goal-driven mindset and the ability to achieve set goals.
• You pay attention to detail in all areas of work with strong problem identification and problem resolution skills.
• Experience setting up a scalable onboarding experience enabled by technology
• Your work ethic is unmatched – anything you don’t know you’ll learn quickly through your growth mindset
• You’re coachable, are eager to learn and willing to receive and implement feedback.
• Experience working with onboarding multiple products for a single customer
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• 5+ years of experience in customer onboarding, customer success, project management training and/or logistics management
• You have ability to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
• You have an aptitude for technology and the ability to learn by doing.

Why work at iLobby?

iLobby is the global leader in enterprise visitor management, helping complex enterprises digitize, optimize, and automate their key facility process – from streamlined visitor management to emergency evacuation, our Facility OS Platform is cutting edge and driving significant value with our customers.

We work hard and play hard and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment that provides:

• 3 Weeks Paid Vacation
• Generous compensation + Medical, dental, and vison coverage
• Catered Events, Snacks, Drinks – You won’t go Hungry!
• Birthday and Life Event Celebration
• A Hybrid work environment with offices based in North York, Toronto
• Two Annual Parties (Summer Yacht Party & Holiday Party)
• Opportunity for advancement and growth

iLobby Commitment

We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that value diversity at our company and encourage all candidates to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

iLobby will accommodate individuals with disabilities through each stage of the recruitment and selection process. Please advise us of any needs when your interview is booked, and we will do our best to meet your needs.

Please note that all candidates must be legally eligible to work in Canada.

Background and Reference Checks

Any offer of employment may be conditional upon full background checks including a criminal record check, a credit check and employment and educational verifications. A reference check will also be conducted.

iLobby thanks all candidates for their interest, however only those selected to continue in the process will be contacted.

Office location: 5255 Yonge St, Suite 1500 North York, ON M2N 6P4

Please apply through LinkedIn or send an email to [email protected]