Onboarding Manager

Job description

Anrok is the leading tax automation platform enabling businesses to expand globally without compliance complexity. As the digital economy has grown 6x over the last decade, software businesses have gone from not worrying about sales tax to needing to monitor exposure, calculate rates, and file returns across 50+ US jurisdictions and many countries worldwide. This creates a critical bottleneck for companies that should be able to transact with customers everywhere. Anrok eliminates this complexity by connecting with billing and payment systems to automate tax monitoring, calculations, and filing end-to-end. Our unified platform handles the ever-changing maze of tax laws at municipal, state, and federal levels—so companies can focus on growth, not compliance. Our customers include: - 40% of Forbes Top 50 AI companies - 20% of Forbes Top 100 Cloud companies - Top companies like Notion, Anthropic, and Cursor We're making compliant digital commerce a reality for companies big and small, backed by over $100M from leading investors including Spark Capital, Sequoia, Index, and Khosla Ventures. We’re looking for a customer-obsessed professional who combines exceptional organizational skills with a results-focused approach to seamlessly guide clients through implementation. We're seeking a natural problem solver who proactively identifies challenges before they impact customers, and demonstrates confidence when interacting with C-suite executives while delivering exceptional onboarding experiences that set our clients up for success. In this role, you will - Manage an onboarding book of business of accounts through their onboarding journey, coordinating with Anrok's Tax and Solutions Engineering teams to resolve tax and technical issues and questions, and configure platform settings for each customer's business needs, ensuring each account is set up correctly. - Execute customer education and training, becoming a product expert who can guide customers through Anrok's platform features, ensuring customers are set up for success by skillfully leveraging the platform to its full potential. - Develop and maintain organized project tracking systems and operational processes that support efficient customer onboarding, leveraging and creating standardized workflows and documentation to ensure consistent service delivery. - Track and monitor customer progress throughout onboarding, using data insights to identify potential issues early and ensure customers are successfully adopting platform features. - Regularly update internal teams on client asks and issues - Keep consistent and precise records in Anrok’s CRM, regularly updating onboarding status, blockers, account persona details, and key account information. - Coordinate smooth handoffs to account management teams by maintaining detailed customer records and comprehensive transition documentation. - Continuously improve onboarding processes by analyzing customer feedback, completion timelines, and success metrics, and implementing operational enhancements that increase efficiency and customer satisfaction. - Ensure optimal platform utilization by driving customer compliance before transitioning to support and account management teams. What excites us - You have 2+ years of experience in customer success, account management, or project coordination roles, ideally at a tech company working with SMB to mid-market customers - You’re curious and motivated to learn new tools — you've experimented with AI in your work or on your own, you're excited about what's possible, and you've built something with it (an application, a workflow, a creative solution to a real problem) that you can walk us through. - You have excellent organizational and project management skills with the ability to juggle multiple customer accounts and complex onboarding timelines simultaneously - You thrive in process creation and systematization, with a bias for action and the ability to implement solutions quickly and effectively - You have strong relationship-building skills and can develop rapport with customers across various business sizes and industries - Exceptional written and verbal communication skills, with meticulous attention to detail and organizational systems - You are proactive in identifying issues and taking initiative to resolve customer challenges and improve internal processes What we offer - The equity upside of an early-stage startup with the product-market fit of a later-stage company. - Daily lunch and snacks for those working out of our office hubs. - Medical, dental, and vision insurance covered 100%. - One Medical membership covered, flexible sick benefits, and more. - Annual learning and development stipend for books, online courses, and conferences, as well as a curious team to share your learnings with. - Annual team offsites and in-person opportunities around our growing Anrok hubs. - Home office setup stipend to ensure you have the equipment you need to thrive at work. At Anrok, we embrace a dynamic and flexible hybrid work environment based out of our growing office hubs - San Francisco, New York City, and Salt Lake City, where we collaborate in-person 3 days per week. Please be aware, job-seekers may be at risk of targeting by malicious actors looking for personal data. Anrok recruiters will only reach out via LinkedIn or email with an anrok.com http://anrok.com domain. Any outreach claiming to be from Anrok via other sources should be ignored.