Onboarding and Coach Manager Job Description: We are seeking a passionate and strategic Support Onboarding and Coaching Manager to lead the development and execution of onboarding, training, and coaching programs for our customer support team. This role ensures new hires are set up for success from day one and that all team members receive ongoing development to deliver exceptional customer service. Manage Support Coaches to drive high performance and coaching principals. Key Responsibilities: • Recruit, retain, coach, motivate, and develop the team to reach full potential through feedback and performance reviews, making sure that clear goals and priorities are set, ensuring effective communications and that the department runs efficiently. • Work closely with Senior Management to evaluate current processes and systems and assist in planning and implementing new procedures and systems to maximize efficiency. • Inform the team of all new information related to products, procedures, and trends. • Assess support statistics and prepare detailed reports on the findings. • Interview and hire new employees. -Oversee and evaluate the team's ongoing training efforts. • Deliver performance evaluations and follow the disciplinary process according to company policy. • Establish departmental goals and implement processes regarding quality, productivity, and issue resolution. • Monitor team performance to achieve maximum coaching experiences with the support analysts Manage Sage Intacct Support Onboarding New Hire Program: • Onboarding & Training • Design and manage a comprehensive onboarding program for new support hires, including systems training, product knowledge, and customer interaction best practices. • Collaborate with cross-functional teams (Product, Engineering, Support Coaches) to ensure training materials are accurate and up to date. • Organize and manage scheduling of live training sessions and workshops, both virtual and in-person by the support trainer. Coaching & Development: • Coaching frameworks to support continuous improvement in agent performance. • Partner with team Managers and Coaches to identify skill gaps and create personalized coaching plans. • Monitor and analyze performance metrics to assess training effectiveness and adjust programs accordingly. Program Management • Maintain a library of training resources, sessions and knowledge base content. • Evaluate and implement tools and platforms to enhance learning and development. • Track onboarding and coaching KPIs (e.g., time to proficiency, CSAT impact, retention). Qualifications: • 3–5 years of experience in customer support, training, or coaching roles. • Proven experience designing and delivering training programs in a fast-paced environment. • Strong understanding of coaching methodologies. • Excellent communication, facilitation, and interpersonal skills. • Experience with support platforms, Salesforce, HighSpot, SharePoint Preferred Attributes: • Empathetic and motivational leadership style. • Data-driven mindset with a passion for continuous improvement. • Focus on delivering excellent customer service. • Ability to thrive in a high-performance culture and hybrid work environment. Perks? We have plenty. • Competitive salaries that landed us top 5% of similar sized companies (according to Comparably) • Comprehensive health, dental and vision coverage • 401(k) retirement match (100% matching up to 4%) • 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday) • 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date • 5 days paid yearly to volunteer (through Sage Foundation) • $5,250 tuition reimbursement per calendar year starting 6 months after hire date • Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually) • Library of on demand career development options and ongoing training offerings Dig deeper about who we are: • Who is Sage:https://www.sage.com/en-us/company/about-sage/ • Life at Sage:https://www.sage.com/en-us/company/careers/ • Our Values & Behaviors:https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be • How we make a difference:https://www.sage.com/en-us/company/sage-foundation/ • Sage Business Cloud - SaaS for Every Business:https://www.sage.com/en-us/products/ #LI-MT1 Function: Customer Operations Country: United States Office Location: Lawrenceville Work Place type: Hybrid Advert Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions. Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential. Learn more about working at Sage:sage.com/en-us/company/careers/working-at-sage/ Watch a video about our culture:youtube.com/watch?v=h1-vs3zIpnc We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out atcareers@sage.com. Learn more about DEI at Sage:sage.com/en-us/company/careers/diversity-equity-and-inclusion/ Equal Employment Opportunity (EEO) Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.