Job Description – Customer Onboarding Manager (COM)
Reports To
Director of Customer Success
Summary
The Customer Onboarding Manager (COM) plays a critical role in ensuring new clients have a seamless, high-quality onboarding experience. This position involves working with new clients to configure and set up their AxisCare sites—including integration of EVV and QuickBooks—overseeing data imports from previous systems, and providing expert guidance throughout the onboarding process. As we expand into IDD (Intellectual and Developmental Disabilities) and DDD (Developmental Disabilities Division) markets, the COM will leverage industry expertise to support a broader range of customer needs.
Job Duties
- Serve as the primary point of contact for new clients during onboarding, ensuring a smooth and timely transition to AxisCare.
- Configure and set up client sites, including Electronic Visit Verification (EVV) and QuickBooks integration.
- Oversee and manage data migration from clients’ previous software or other storage systems.
- Collaborate with clients to understand their business challenges and tailor onboarding solutions accordingly.
- Apply project management skills to plan, track, and report on onboarding milestones and deliverables.
- Provide phone, email, and/or video assistance for configuration and technical questions as they arise.
- Stay up to date on all AxisCare platform updates and industry-specific requirements, especially those impacting IDD and DDD providers.
- Create and contribute to customer success resources, including Help Center articles, guides, and support videos.
- Partner with internal teams to relay client feedback and suggest product enhancements.
- Serve as a product expert, assisting both customers and internal team members.
- Identify opportunities for upselling or expanding client engagement during onboarding.
Minimum Qualifications (Knowledge, Skills and Abilities):
- Bachelor’s degree or equivalent experience.
- At least 2 years’ experience as a Customer Onboarding Manager or in a similar customer-facing implementation role.
- Proven experience with EVV configuration and QuickBooks integration (or equivalent accounting systems).
- Experience in project management, including use of project management tools and methodologies.
- Strong understanding of IDD and DDD provider operations and workflows (or ability to quickly gain expertise).
- Excellent written and verbal communication skills.
- Strong analytical skills with attention to detail.
- Demonstrated ability to increase customer satisfaction and retention.
- Ability to manage multiple onboarding projects simultaneously in a fast-paced environment.
Preferences
- Project Management certification (PMP, CAPM, or similar).
- Experience working with home care agencies, especially in both non-medical and IDD/DDD segments.
- Familiarity with additional accounting, payroll, and scheduling software integrations.
- Knowledge of compliance regulations in healthcare and human services.
- Bilingual proficiency.
Working Conditions
- Manual dexterity required to use desktop computer and peripherals
- Utilization of phone, [other software needed/required] and email to perform job functions
Compensation and Benefits:
- Competitive salary and comprehensive benefits package.
- Opportunities for professional growth and career development.
- Flexible work arrangements, including remote work options.
- Health, dental, and vision insurance.
- 401(k) plan with company matching.
- Company will provide laptop and other needed computer equipment.
About AxisCare
According to Pew Research, roughly 10,000 baby boomers turn 65 every day, and the American Society on Aging calculated that an American has a 70% chance of needing help with activities of daily living such as dressing, bathing, hygiene, etc. This has led to an unprecedented increase in Home Care agencies in the U.S. and abroad who strive to help those who have difficulty helping themselves, specifically offering non-medical (also referred to as non-skilled) services to seniors in their homes.
AxisCare was started in 2011 by industry leaders to help meet the demand for a more user-friendly and mobile-compatible solution. Our product is a web-based management platform that helps agencies manage CRM and marketing, Caregiver/Client scheduling, billing, payroll and much more. Headquartered in Waco, TX, AxisCare has clients in all 50 states as well as 6 other countries. We are a fast-growing company seeking high-performing individuals looking for a fast-paced, autonomous working environment.
