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Onboarding Manager (Mid Shift)

RemotePhilippines, National Capital Region, ManilaOperations

Job description

About Next Reason

Next Reason delivers industry-leading software, consulting, engineering, support, and optimization services designed to maximize the value of enterprise customer identity and access management (CIAM) solutions and customer data platforms (CDP). We’re trusted by global brands in healthcare, energy, banking, pharmaceuticals, and other industries to govern complex customer identity landscapes and orchestrate solutions to deliver best practices in architecture, security, support, and customer data operations at scale. We’re headquartered in Portland, OR in the US and our customers, partners, and team members are located around the world.

Role Summary

Next Reason’s Professional Services team is responsible for developing integration solutions, configuring products, troubleshooting complex issues in partnership with our Support team, responding to escalated incidents, and partnering with our enterprise customers to provide subject matter expertise on a wide range of customer data-related journeys.

As part of the Professional Services team, the Onboarding Manager is a critical role responsible for managing a high performing team of Solutions Architects, based in Manila. The Solutions Architects are skilled in understanding how systems interact with one another. They can understand and communicate complex flows in order to design and implement reliable, scalable, high performing web- and/or application-based solutions.

This role requires technical competency, and should be comfortable to provide and comprehend APIs, Cloud hosting, high level identity flows, etc.

Primary Responsibilities

  • Manage Onboarding Team: Provide management of Solutions Architects roles and responsibilities, including shift scheduling, coaching, and time tracking and management

  • Oversee Application Onboarding Pipeline: Provide management oversight of all current and future application onboarding.

  • Capacity Management: Manage the team’s demand, allocation and remaining capacity, to ensure we are able to provide adequate resources to our customers

  • Prioritization Process: Manage and prioritize applications in the accelerator swim lane

  • Monitor Application Onboarding Process Quality: Proactively monitor application Onboarding end to end process quality against established milestones and implement service improvements to create a high-quality onboarding experience for customers

  • Oversee Documentation: Monitor the quality of internal troubleshooting and product configuration runbooks; and create and implement editorial processes that ensure documentation is relevant, accurate, and promotes a standardized support experience for staff and customers

  • Handle escalations: Assist the team and customers when escalations are needed

  • Facilitate regular service reviews: Prepare reports and presentations highlighting Pipeline updates, improvement efforts, and other quantitative and qualitative metrics

  • Onboard new staff as needed: Train and onboard new Solutions Architects or short-term contractors as needed

  • Schedule flexibility: Although this role will mostly work mid-shift Manila time, the manager should have the ability to proactively adjust own work schedule if/when needed to support Solutions Architects in terms of performance management or overall technical support.

Work Standards

  • Follow security best practices: Develop strong security and compliance best practices, and ensure the team adheres to Next Reason’s information security management system—including monitoring and reporting security incidents as needed

  • Focus on quality: Maintain high standards of quality when it comes to written and verbal communications by establishing good practices and habits, empathizing with our customers, and respecting your colleagues

  • Track time: All members of the team are required to track time and reach utilization targets appropriate for their role

  • Prioritize effectively: Prioritize and execute tasks in a methodical and disciplined manner, as well as internally provide leadership (technical and project) to teammates through coaching and mentorship

  • Deliver other support duties as assigned: Perform ad hoc tasks as needed

Job requirements

Required

  • 4+ years leading a technical support organization for a high-growth software company or agency with a proven leadership record managing multiple tiers of technical support staff;

  • 3+ years in a technical support capacity solving technical issues, configuring technical products, and providing guidance consistent with established policies, processes, and knowledge

  • Experience working with basic web technologies such as HTML, JavaScript, CSS, git and REST APIs

  • Experience with OpenID Connect (OIDC) and/or OAuth protocol

  • Strong problem solving skills, intelligence, initiative, and the ability to thrive under pressure

  • Experience working with distributed global teams

  • Exceptional interpersonal skills, team collaboration skills, including active listening and excellent written and verbal communication skills

  • Highly proficient in written and spoken English

  • Bachelor’s degree or equivalent education and/or experience

Desired

  • ITIL certified

  • Experience with modern web frameworks such as Node.js, Angular, and others

  • Experience with developing integration solutions for CIAM platforms such as Akamai Identity Cloud (formerly Janrain) and Auth0; or identity and access management (IAM) platforms such as Ping, ForgeRock, and SailPoint