Careers

Career Opportunity

Explorer Software Group is a global provider of enterprise software solutions for construction accounting and project management. Through our global reach and targeted solutions, we solve the essential, industry-specific challenges contractors face in today’s competitive environment.

The Customer Success Onboarding Manager will manage a team of onboarding and training professionals who are responsible for configuration and orientation of new customers in the use of our software, as well as assisting existing customers with upgrades and training. This vital position in the customer journey requires an individual who is highly organized, a communicator and problem-solver, with a strong ability to prioritize multiple project deadlines and deliver on customer success.

If you are self-motivated, analytical, enjoy leading a team, and thrive in a fast-paced environment, this remote-based position is for you.

Areas of responsibility include but are not limited to:

• • Assign and manage Onboarding/Training team and resources, including:
  • • Setting training assignments and schedules
  • • Submission, tracking, and verification of hours and on-site expenses
  • • Approving travel, vacation, time away, etc.
• • Collaborate with the team to create a unified process to identify and eliminate roadblocks in the way of customer success
• • Oversee and manage customer onboarding process, including setting clear expectations, outcomes, timelines, and KPIs
• • Identify and implement solutions for optimizing customer onboarding processes
• • Understand customer context, oversee goals, and provide product information, materials, and resources to best help customers learn best practices in our software to achieve their desired outcome
• • Educate customers and work with the team to optimize their product setup for the quickest path to success
• • Provide weekly report of team activity to management
• • Manage/review Monthly Status report, ensuring completion on a timely basis
• • Meet with customers requesting status calls and act as the first point of escalation for issues/concerns related to Onboarding and Training hours
• • Key member of Explorer Software’s User Conference for course content creation and team presentations
• • Verification of SOPs for standard installs, default configurations, and version upgrades
• • Improve product adoption and customer retention and helping foster positive customer relationships that create a loyal customer base
• • Support Education Project continued development and adoption
• • Provide ongoing education for internal staff on new processes, product releases, and general industry best practices.

Qualifications and Experience:

• • Minimum 5 years management and customer onboarding experience, preferably in software implementation
• • Education or practical experience in project management, customer service and support, sales, account management, or customer success in a software environment are good to have
• • Excellent verbal and written communication, including ability to effectively communicate with employees, management, and our customers
• • Ability to follow customer narratives to understand their point of view and find workable solutions
• • Must be a disciplined “self-starter” and operate without daily supervision
• • Great organizational, recordkeeping, and planning skills
• • Advanced computer skills (Office 365 – Word, Excel, Outlook, Planner)
• • Must be able to work under pressure and meet deadlines
• • Must be a team player with a great attitude
• • High emotional intelligence with the ability to lead with compassion and empathy
• • Ability to decipher and de-escalate situations while maintaining a positive, goal-driven customer relationship
• • Strong analytical, goal-oriented, improvement, and team mindset
• • Ability to easily learn and adapt to new software tools

Location:

Explorer has operated virtually for well over a decade, with our employees working from their home offices. This model provides distinct advantages. No need to commute means that staff have more time to spend with their families, making for happier and healthier employees. No fossil fuels are consumed driving to a central office, and no greenhouse gases are generated as a result.

In addition to the benefits employees are afforded, Explorer Software Group is able to hire the best and brightest programmers, trainers and technical support personnel – regardless of where they live. We use state-of-the-art collaboration tools that allow us to work together virtually and seamlessly. This enables us to provide quality technical support during business hours in all North American time zones.

Today, our North American operation has Canadian employees living in Alberta, British Columbia, Ontario and Newfoundland; and American employees in Arizona, California, Colorado, Iowa, Illinois, Massachusetts, Minnesota, Montana, Nebraska, New Jersey, New York, Ohio, Oregon, Pennsylvania, Tennessee, Texas, and Utah; plus International employees in Costa Rica and México.

Plus:

• • Employees are supplied with the most current tools to ensure they can perform effectively
• • Explorer provides laptops, headsets, and other hardware as required for the position
• • Explorer pays for high-speed Internet access

Compensation:

This is a full-time salaried position and qualifies for Explorer’s excellent benefit plans. Starting salary is dependent upon qualifications and experience.

To Apply:

If you are flexible, very self-motivated and thrive in a fast-paced team environment, this remote based position is for you. Explorer Software is an equal opportunity employer, and we encourage candidates from diverse backgrounds to apply.

Please e-mail cover letter and resume in Microsoft Word, with position title in subject line to: opportunities@explorer-software.com