Customer Onboarding Manager

About the role

The Customer Onboarding Specialist, Software provides amazing service that makes our customers love us. The best candidates are great customer relationship builders. The role is to ensure a successful onboarding for new customers as they transition from previous practice management software to MyCase. This is the most important phase of the customer lifecycle, and the Onboarding Manager is responsible for establishing the solid foundation that drives customers’ future successes. Onboarding Managers work in conjunction with Account Executives to ensure customers are implemented and onboarded successfully, set up for long-term success, able to realize value quickly and become daily users of MyCase and value‑added services.

This is the ideal opportunity for motivated individuals who provide excellent customer service while maintaining an organized queue of internal tasks. Successful Onboarders have a passion for leading and helping others, operational agility and a blend of technical and interpersonal skills. New hires complete a formal training program to develop extensive product knowledge, which is invaluable for future career opportunities at MyCase.

What you’ll do

• Master the product through a formal onboarding program and continued learning.
• Prepare and lead customer onboarding experience assessing customer needs, and customizing onboarding experience to maximize utilization and delight.
• Complete assigned tasks in an organized manner to ensure project deadlines.
• Proactive outreach to ensure customer success during their first 90 days post‑live.
• Provide timely response to customer inquiries via phone and email.
• Enhance customer satisfaction by providing distinctive service in all interactions.
• Establish a trusted advisor relationship to ensure customer satisfaction.
• Utilize Zoom to provide efficient face‑to‑face customer service.
• Utilize SalesForce to manage customer interaction and inquiries.
• Partner with Sales, Product and Services teams to define ongoing best practices for onboarding tasks.
• Ensure all check‑ins and go‑live targets are executed on time
• All notes & fields are filled in throughout Onboarding for each firm
• Serve as a MyCase brand ambassador to create promoters within industry
• Represent Onboarding department at off‑site meetups and customer conferences with customers and prospects

About you

• BA/BS/BE degree required
• Exceptional customer relationship building skills
• Excellent written and oral communication skills
• Strong analytical capabilities for advanced problem‑solving
• Demonstrable leadership skills
• Ability to influence decision‑making and change
• Highly organized and strong ability to multitask
• Have a passion for leading and helping others, operational agility and a blend of technical and interpersonal skills
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision‑making, or drive innovation.

Diversity, equity & inclusion at 8am

At 8am, we recognize that innovation occurs with a strong team of people who are diverse in background, personality, talent and ideas. Experience comes in many forms and ensuring a diverse and inclusive workplace where we continue to learn from each other is an integral part of our culture. We are committed to creating a welcoming and transparent environment for all that embraces those differences through education, equal access to opportunities and information, inclusionary programs, and community outreach.

Benefits

• Statutory Benefits – Full compliance with Colombian social security (health, pension, and risk coverage)
• Staff Referral Bonus – Rewards for referring great candidates to the 8Team
• Paid Sick Leave – Covered from day one, with EPS support after the 2nd day
• Flexible Time Off (FTO) – Up to 15 paid days off per year
• Parental Leave – Maternity and paternity leave in line with Colombian law
• Company Holidays – Paid time off for all official Colombian public holidays