Full-Time Enterprise Onboarding Manager

Enable Internet businesses to sell across bordersWe’re tackling a key challenge for all Internet businesses today: navigating the changing landscape of tax. In the last few years, software businesses have gone from not having to worry about sales tax, to needing to monitor their exposure, calculate local sales tax rates, and file returns in over 20 US states and many countries worldwide.

So much of our economy today and tomorrow exists online. The internet economy has grown 6x over the last 10 years and software development productivity is only positioned to accelerate. Companies should be able to transact with customers everywhere. Anrok is building the tools behind the scenes that make compliant digital commerce a reality for companies big and small.

Anrok connects with billing and payment systems to automate sales tax compliance end-to-end. We have raised over $50M from leading investors like 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 enterprise 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:

1. Partner strategically with Anrok's Tax and Solutions Engineering teams to resolve technical roadblocks, ensure accurate tax calculations across jurisdictions, and optimize platform implementation for each customer's unique business requirements.
2. Lead the creation and execution of customer education initiatives, becoming a trusted product expert who can effectively guide customers through Anrok's platform capabilities, from basic tax monitoring to complex multi-state compliance requirements to global compliance.
3. Establish robust operational processes and tracking mechanisms that scale efficiently with team growth, focusing on standardization and documentation to support the increasing complexity of customer onboarding journeys.
4. Monitor and analyze customer health metrics throughout the onboarding lifecycle, using data insights to identify expansion opportunities and ensure customers are maximizing the value of Anrok's platform features.
5. Design and implement self-service enablement strategies that empower customers to independently navigate platform features while maintaining high standards of tax compliance and accuracy.
6. Facilitate smooth transitions to long-term account management by creating comprehensive handoff documentation, including detailed customer configurations, outstanding items, and strategic growth opportunities.
7. Drive continuous improvement of the onboarding process through regular analysis of customer feedback, completion rates, and time-to-value metrics, developing new operational processes that enhance efficiency and scalability as Anrok continues to grow.

What excites us:

• You have 4+ years of experience in implementation, account management or customer success roles at a top-tier tech start-up working directly with large private and public companies
• You have strong project management and communication skills that ensure you are able to manage numerous complex projects with a multitude of relationships
• You enjoy designing new processes and influencing product decisions, especially when the process is collaborative.
• You have an entrepreneurial attitude and passion to build a business from the ground up.
• Strong written and verbal communication skills, and the ability to stay organized, are a must.
• You are problem-seeking and problem-solving and are constantly taking the initiative to identify and resolve department or company-wide issues.

What we offer:

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