Remote – United States or Canada, Eastern Standard Time
If you are passionate about making a meaningful impact by helping Owl Practice Suite change how mental health care is delivered, this opportunity is for you. As the Consulting Manager, you will lead a team of Practice Consultants dedicated to overseeing the new customer experience – introducing them to our platform, educating them about our powerful EHR features and services, assuring them that they will have an exceptional onboarding experience, and proactively assisting them in their early-stage Owl journey to becoming customer advocates and lifelong subscribers.
The ideal candidate will have strong leadership skills, a passion for delivering world-class support, and experience in SaaS, Customer Success, as well as new customer orientation and onboarding.
What You’ll Be Doing:
- Lead, develop, coach, and provide ongoing training to a team of Practice Consultants responsible for successfully onboarding new customers.
- Address and resolve any complex customer onboarding issues or concerns that may arise.
- Use KPIs (e.g., customer satisfaction, time-to-launch, customer retention, customer milestones) to continuously analyze and refine onboarding processes to ensure they are efficient, customer-focused, and aligned with the company’s growth goals.
- Provide regular reports on onboarding progress, challenges, and customer feedback to senior management.
- Work closely with the Sales, Product, and Customer Success teams to ensure smooth handoffs from the sales process through implementation.
- Keep up to date with industry trends, SaaS best practices, and the evolving needs of mental health providers to ensure our onboarding approach remains effective and relevant.
As Our Ideal Candidate, You’ll Have:
- Minimum of 2 years in customer onboarding, customer success, or account management, ideally within a SaaS environment.
- Proven experience managing direct reports and leading a team to success.
- A passion for ensuring customers achieve success and are fully onboarded to maximize their use of the platform.
- Excellent verbal and written communication skills with a customer-first mindset.
- Ability to resolve customer challenges quickly and effectively while maintaining a positive relationship, as well as to analyze data and make decisions that improve customer outcomes.
- Strong organizational skills and the ability to effectively manage multiple projects simultaneously.
- Experience using CRM systems (e.g., HubSpot), onboarding software, and data analysis tools to manage customer progress and performance metrics.
- Collaborative and comfortable working with cross-functional teams to ensure the best customer experience.
Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Owl we are dedicated to building a diverse, inclusive and authentic workplace. So, if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this role.
Equal Opportunity Employer:
Owl Practice Suite is an equal opportunity employer. We do not discriminate based on race, ancestry, religion, color, national origin, gender, sexual orientation, gender orientation or expression, political belief, age, marital status, or disability status. Owl Practice Suite is also committed to fostering a culture of belonging, which includes ensuring an accessible work environment and employment practices. If you require an accommodation in completing any pre-employment assessments or applications, interviewing, or otherwise participating in the recruitment process, please email careers@owlpracticesuite.com.