Customer Onboarding Manager - CASEpeer

Hi, We’re AffiniPay! 

AffiniPay is a leading fintech company, based out of Austin, Texas. As the market leader in professional services payments and practice management software, AffiniPay’s tech products serve legal, accounting, architectural, engineering and construction firms. AffiniPay has been recognized as one of Inc. 5000’s fastest growing companies in the U.S. for 13 years in a row, and as a result, our teams continue to grow as well! 

The Onboarding Manager helps to set a law firm up for success. The best candidates are great customer relationship builders. The role is to ensure a successful onboarding for new customers as they transition to AffiniPay's case management software, CASEpeer. 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 the rest of the Client Success Team to ensure customers are implemented and onboarded successfully, set up for long-term success, able to realize value quickly and become daily users of the CASEpeer product 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 AffiniPay.

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.
• Proactive outreach to ensure customer success.
• Provide timely response to customer inquiries via phone, email, chat and tickets.
• 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 Hubspot to manage customer interaction and inquiries.
• Partner with Sales, Product and Services teams to define ongoing best practices for onboarding tasks.
• Serve as a brand ambassador to create promoters within industry
• Represent Onboarding department at offsite training and or customer conferences with customers and prospects
• Advocate for our clients while capturing customer feedback and reporting requests to Management and Development teams.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Various intermittent responsibilities to support the team including, but not limited to Q&Aing bugs and new releases and creation of templates to help with firm automation.

About You:

• 2+ years SaaS Client Success, onboarding or client management experience
• Personal injury legal experience preferred
• BA/BS/BE degree required
• Quarterly travel to train law firms in person 
• 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
• Ability to display good judgment
• Ability to work cross-functionally in a fast-paced environment
• Ability to follow through on tasks until completed
• Ability to develop trusted relationships and find creative solutions
• High degree of flexibility

Additional Information:

The pay range for this position is between $50,000 - $60,000 annually. AffiniPay is committed to offering competitive, fair and commensurate compensation and has provided an estimated pay range for this role. Actual compensation may vary based on job-related knowledge, skills, experience and education.  This position is non-exempt and eligible for overtime.

Our Story

Founded in 2005, AffiniPay’s mission is to build technology products that helps professionals focus on the work they love. As the leader in the professional payments industry, AffiniPay’s products serve legal, accounting, architectural, engineering and construction firms. Our portfolio of software solutions include MyCase (Legal Practice Management Software), CASEpeer (Practice Management for Personal Injury Firms), Docketwise (Immigration & Case Management Software), and Woodpecker (Legal Document Automation). Our portfolio of payment solutions include LawPay (Legal), AffiniPay for Associations (Associations), CPACharge (Accounting Professionals), and ClientPay (Architect, Engineer, and Construction). AffiniPay’s products serve over one hundred thousand users, and we are noted as one of the fastest growing tech companies in Austin, Texas. We are constantly looking for talent to join our team to continue playing a key part in unlocking our potential. 

Diversity, Equity & Inclusion at AffiniPay

At AffiniPay, 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 that Benefit You! 

As a people first culture, we believe it is important that our teammates are happy, healthy, and productive.  In order to best support that, AffiniPay provides award-winning benefits that can make a difference in your life - right now and for the future.

• All employees receive fully covered medical, dental and vision coverage - Choose from our 2 available health plans based on what fits you and/or your family!
• Have some fur babies? - We offer them insurance too!
• RELAX and enjoy your time away with our flexible paid time off policy! 
• We will help you plan for your future - 401K, or RRSP if in Canada, with a company match
• Competitive compensation packages that include mid-year and end-of-year bonuses and equity options for all full-time employees
• Health Wellness Program that includes nutrition consultations, mental health apps, and access to discounted memberships
• Have plans to grow your family? - Parental resources, including 16 weeks of paid time off for primary caregivers
• Professional development opportunities including mentorships, leadership programs and our AffiniPayU courses
• We believe it is important to give back with our Matching Gift Program and organized activities focused on donations, volunteerism and supporting the local communities throughout the country
• D&I initiatives provide educational opportunities regarding multicultural issues, tolerance, and celebrating diversity among our entire staff
• An incredible, in-office experience at our headquarters in Austin and San Diego including free lunch delivery, a fully stocked kitchen, and some “sweet” surprises for those afternoon pick-me-ups

Security Advisory

Our hiring teams at AffiniPay are dedicated to recruiting top talent that share our passion for serving the professional services industry through innovative financial technology.  As such, our Talent Acquisition Team only follows legitimate hiring practices.  We will always communicate with our candidates using emails with the AffiniPay domain and will never ask for sensitive/personal data during the application process.  All interviews take place over phone call, Zoom/Google Meet or in person.  All offers are communicated verbally by our Talent Acquisition Specialists with a written offer letter as a follow up.