Strategic Onboarding Manager

About the Role

We are looking for a proactive Onboarding Manager to lead exceptional customer onboarding experiences that fast-track their achievement of value with Zoom's core offerings, including Meetings, Webinars, Rooms, and AI-based products. This role focuses on ensuring successful deployment, aligning stakeholders, and fostering quick adoption, while creating scalable processes to support company expansion and operational efficiency.

Team Overview

The team is dedicated to ensuring smooth deployments, stakeholder coordination, and fast adoption across Zoom's primary product suite.

Core Responsibilities

• Facilitate kickoff meetings to define goals, success benchmarks, and timelines for customer onboarding.
• Coordinate implementations by working closely with IT and administrative teams to set up, test, and launch Zoom solutions.
• Support customers throughout their initial 100-day onboarding journey to activate essential workflows promptly.
• Manage communication and relationships with executive sponsors, admins, and user champions during onboarding.
• Ensure seamless customer transfer to Account Executives, Adoption Specialists, and Customer Success teams after onboarding milestones are met.
• Design tailored communication and deployment strategies that align with each client's organizational culture.

Scalable Enablement

• Create and maintain standardized onboarding guides for all customer segments.
• Develop self-service onboarding materials such as videos, manuals, and checklists.
• Host group onboarding webinars targeting SMB and mid-market clients to maximize efficiency.
• Collaborate with Digital Customer Success teams to automate onboarding via emails, in-app prompts, and knowledge base resources.

Performance Metrics

• Reduce time-to-first-value by expediting customer achievement of initial workflow milestones.
• Improve completion rates of onboarding requirements.
• Drive early feature adoption within the first 90 days post-deployment.
• Maintain high customer satisfaction scores during onboarding phases.
• Provide quality documentation to ensure smooth handoffs.
• Develop scalable onboarding assets to support growth.

Qualifications and Skills

• Experience of over 3 years in onboarding, implementation, or customer success roles.
• Familiarity with SaaS platforms and enterprise software rollouts.
• Expertise in change management and organizational transformation initiatives.
• Strong project management skills to keep deployments on schedule.
• Excellent communication abilities, adept at coaching both technical and executive stakeholders.
• Disciplined approach to processes with flexibility to meet unique client needs.
• Ability to collaborate cross-functionally with IT, Product, Support, and Adoption teams.
• Customer-focused mindset to enhance experience quality.
• Technical understanding of software deployment and adoption strategies.
• Proactive identification of gaps in customer expectations versus delivery, and ability to create bridging solutions.

Compensation

Annual base salary ranges between 65400 and 158700 USD, with total compensation potentially including base, bonuses, and equity. Actual starting pay depends on candidate qualifications and location.

Work Environment

This position offers a hybrid working model centered around office and remote environments; this role is classified as remote.

Additional Information

Zoom values diversity and provides inclusive hiring processes. Candidates needing accommodations during recruitment due to disabilities can request assistance. Interviews may be recorded for consistency and quality assurance.

About Zoom

Zoom provides innovative collaboration solutions that enable effective communication across multiple products including Zoom Contact Center, Phone, Events, Apps, Rooms, and Webinars. The company encourages career development in a supportive and fast-paced environment focused on customer success.