Onboarding Manager - Apollo.io
San Francisco, CA
About the Job
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, you 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. You will also lead weekly 1:Many user training sessions for our wider customer base. You will need to be able to present effectively, communicate clearly, and tie back the product experience to our customer's use cases.
Mission
Your mission is to provide a world-class onboarding experience for our newly closed customers. You will ensure ownership of integration and training 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
1. Teach Apollo's full product suite to our customers, helping them to successfully implement and utilize those tools to address their goals and objectives
2. Understand our integrations with 3rd party tooling such as HubSpot and SFDC and guide technical stakeholders in their integration of those tools to Apollo
3. Prep for, conduct, and follow up on weekly training sessions with onboarding customers
4. Manage 30-40 onboarding customers at a time
5. Provide detailed call notes post-training session in our CS tooling, Vitally
6. Graduate customers in a timely, value-driven manner and garner positive CSAT reviews
7. Create training materials for customers including written and video documentation.
8. Provide weekly 60 minute User Training & Feature Walkthroughs to a wide segment of our customer base
9. Optimize the customer experience by providing customer coaching and training online and through recorded sessions
10. Work to achieve our quarterly OKRs and targets for initial customer adoption
11. Work to maintain a <6hr SLA to customer inquiries
Qualifications
• Onboarding experience: managing complex integration processes with 3rd party tooling, such as SFDC, Marketo, Hubspot, Zapier a plus
• Ability to communicate, present to, and influence key stakeholders of the customer's organization
• Strong project management skills with experience using project management software such as Basecamp, Trello, Asana, et al.
• Strong problem-solving skills and verbal and written communication skills
• Excellent listening, negotiation, and presentation abilities
• Proven skill with juggling multiple projects at a time while maintaining strong attention to detail
• Gratitude, a sense of purpose, and a kind and generous demeanor
• Sense of urgency and commitment to timely customer responses
What You'll Love About Apollo
Besides the great compensation package and culture that thrives in openness and excellence, we invest tremendous effort into developing our remote employees' careers. The team embraces that we have a sole purpose: to help customers maximize their full revenue potential on the Apollo platform. This mindset opens us up to a lot of creative approaches to making customers successful at scale. You'll be a significant part of a lean, remote team, empowered to really own your role as a proactive educator. We're very collaborative at Apollo, so you'll be able to lean on your teammates, even in adjacent departments, to help you achieve lofty goals. You'll be supported and encouraged to experiment and take educated risks that lead to big wins. And, you'll have a whole team remotely by your side to help you do it!