Description

The Manager, Customer Onboarding (Marketing Cloud) is responsible for leading a team of Onboarding Specialists across AMER and LATAM to ensure new Salesforce customers are successfully welcomed post-sale, quickly realize value from their investment, and are set up for long-term success.

We are seeking a customer-focused, results-driven leader with exceptional collaboration and communication skills to lead this high-performing team. In this role, you will drive performance against key KPIs, ensure high-quality onboarding engagements that deliver meaningful customer outcomes. You will also coach and develop a diverse team, while contributing as a strategic partner across the organization to continuously improve both the customer and employee experience.

This position requires a strong blend of operational excellence and strategic thinking, with a focus on performance management, standardized onboarding practices, and influencing global delivery strategies that elevate customer success and team engagement.

Responsibilities:

Oversee all aspects of day-to-day management for the Onboarding Specialists team, including:

• Lead and inspire a team of Onboarding Specialists, fostering a culture of excellence, growth, and customer impact.
• Manage recruiting, hiring, employee onboarding, and ongoing career development for team members.
• Mentor and coach team members through regular 1:1s, performance reviews, and call shadowing to deliver high-quality Onboarding Engagements that drive meaningful customer outcomes.
• Consistently meet or exceed monthly, quarterly, and annual business targets; provide accurate analysis on team performance and delivery metrics.
• Report on regional onboarding activities, including customer health, delivery risks, weekly scorecards, and productivity metrics, to senior leadership.
• Partner with senior management on capacity planning, resource allocation, and prioritization to ensure operational efficiency.
• Act as a regional point of escalation for Onboarding issues and customer concerns.
• Collaborate cross-functionally to share best practices, align on scalable processes, and ensure consistent global delivery standards.
• Maintain a deep understanding of Salesforce products and guide your team to effectively communicate relevant features and functionality based on customer needs.

Qualifications & Skills Required:

• Minimum of 3 years of proven people management experience.
• Strong business acumen with the ability to align Salesforce solutions to customers’ business objectives.
• Proven success collaborating with C-suite executives and senior business leaders.
• Relevant experience in Customer Success, Program Management, or Account Management.
• Excellent interpersonal skills, adept at building and maintaining effective cross-functional relationships.
• Exceptional verbal and written communication skills, able to connect teams at all levels and deliver compelling presentations.
• Strong analytical capabilities to manage Onboarding team metrics, productivity, and outcomes using the Salesforce platform.
• Sharp critical thinking with the ability to leverage data insights to identify trends and risks.
• Highly self-motivated, organized, and able to prioritize and multitask effectively under pressure.
• Demonstrated talent management expertise, including recruitment, retention, and team development.
• Passionate about fostering a positive and collaborative team culture.
• Deep knowledge of Salesforce features, capabilities, best practices, and deployment strategies.
• Salesforce certifications (e.g., AI Specialist, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant) are an asset.