Onboarding Manager

Onboarding Manager

Location : New York (Hybrid)

About Swap

Swap is a leading software provider dedicated to empowering e-commerce brands with innovative, data-driven solutions. Our cutting-edge platform helps online retailers optimise their operations, enhance customer experiences, and drive growth. We are committed to fostering a collaborative and inclusive work environment where creativity and innovation thrive.

Your Role

As an Onboarding Manager at Swap, you will play a pivotal role in ensuring the seamless and timely onboarding of new merchants to our platform. This is a critical position responsible for overseeing the entire onboarding process, from the moment a merchant signs up to their successful go-live. You will directly lead onboarding sessions for new merchants, ensuring a high-touch, personalized experience and acting as a bridge between our product, tech, and client-facing teams.

This is a hybrid role based in New York, with three in-office days per week.

Key Responsibilities

• Merchant Onboarding Management : Own the end-to-end onboarding process, ensuring new merchants are integrated quickly and smoothly. Provide high-touch, tailored support for strategic clients, set clear expectations, and manage transitions across teams while resolving any onboarding issues.
• Cross-functional Collaboration : Work closely with Sales, Account Management, and Customer Success to deliver a seamless merchant experience. Partner with Product and Tech to resolve issues and share feedback that drives platform improvements..
• Process Improvement : Identify and eliminate onboarding bottlenecks to reduce time-to-launch. Continuously improve training materials and track key metrics to refine the process and enhance merchant outcomes.
• Client Success Focus : Build strong relationships with new merchants, ensuring they're set up for success from day one. Lead onboarding reviews and follow-ups to confirm goals are met and long-term satisfaction is supported.

Qualifications

Perks and Benefits