Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 270 million B2B contacts, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members. Apollo.io is growing rapidly, with 900% revenue growth since 2021, and is looking for world-class talent to keep building with us.

The Role:

The Onboarding team is responsible for providing a confidence-inspiring experience to our customers, as we are the first team the customers will experience in their journey with Apollo. We aim to design an easy and seamless implementation process for an often complex sales engagement tool. Our goal is to instill confidence in our customers, creating approachability and transparency, and laying the foundation for a delightful customer experience. To successfully on-board a customer, our team must be able to seamlessly coordinate project implementation activities with both external and internal stakeholders representing business and technical aspects, provide technical directions, troubleshoot technical issues which might arise and facilitate internal and external escalations where necessary. Our Onboarding team also leads weekly 1:Many user training sessions for our wider customer base. As the Onboarding Team Lead, you will be responsible for recruiting new talent, and developing and growing our existing Onboarding Managers (OMs). You will be responsible for managing OMs and their individual performance and quarterly targets. As part of the Customer Success function, you will be responsible for setting and adhering to the team's OKRs and departmental goals ensuring they are in alignment with our overall CS team and Company objectives.

Mission:

Your mission is to lead our Onboarding Team to ensure they provide a world-class onboarding experience for our newly closed customers. You will ensure that our OMs have ownership of integrations and trainings and partner with the CSMs to co-create goals with the customer. Your job will be highly cross-functional and you will not only work closely with our customers to ensure their business needs are met, but also interface with our sales, support, product and engineering teams very closely to make sure we place our customers' goals above everything else.

Responsibilities:

Manage a world-class team - recruit, train and develop Onboarding Managers who are customer-obsessed, effective, and passionate about driving adoption in our new customers;
Collaborate with Product, Operations and Management to create, maintain, and execute a strategic roadmap for Onboarding
Maintain the key metrics and OKRs so the OM team understands what success looks like; provide support and timely feedback to the OM team through continuous CSAT review, 1:Many session audits, and weekly call listening to continually hit and improve on those metrics
Define and drive growth plans for OMs; coach and support the team to develop their customer service skills and think in a customer-centric manner
Act as the escalation point and decision maker for customer complaints and challenges to the onboarding process
Own the Onboarding programming for our Voice of the Customer and Root Cause Evaluation program; build on and enhance the process to systematically gather, synthesize and deliver customer feedback/insights in a data-driven and compelling manner to Product and Engineering that drive meaningful improvements to Apollo's product offering, services and potentially pricing structure
Identify and implement improvements to internal workflows - partner with Product and Engineering teams to leverage automation and technology to creatively solve problems and scale Onboarding workflows
Understand our integrations with 3rd party tooling such as HubSpot and SFDC and guide technical stakeholders in their integration of those tools to Apollo
Provide detailed call feedback to OMs directly
Create training materials for new hires including written and video documentation.
Work to achieve our quarterly OKRs and targets for initial customer adoption
Ensure our team maintains a

Summary
Company name: Apollo
Remote job title: Manager, Onboarding Team
Job tags: hubspot, Salesforce, Marketo

Manager, Onboarding Team