• Master the product through a formal onboarding program and continued learning. • Prepare and lead customer onboarding experience assessing customer needs, and customizing onboarding experience to maximize utilization and delight. • Complete assigned tasks in an organized manner to ensure project deadlines. • Proactive outreach to ensure customer success during their first 90 days post-live. • Provide timely response to customer inquiries via phone and email. • Enhance customer satisfaction by providing distinctive service in all interactions. • Establish a trusted advisor relationship to ensure customer satisfaction. • Utilize Zoom to provide efficient face-to-face customer service. • Utilize SalesForce to manage customer interaction and inquiries. • Partner with Sales, Product and Services teams to define ongoing best practices for onboarding tasks. • Ensure all check-ins and go-live targets are executed on time • All notes & fields are filled in throughout Onboarding for each firm • Serve as a MyCase brand ambassador to create promoters within industry • Represent Onboarding department at offsite meetups and customer conferences with customers and prospects

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are looking for a strong, people-focused, and operationally minded Onboarding Services Manager to join our growing Organization! This is not a passive oversight role — it’s a hands-on leadership position designed for someone who wants visibility across customer implementation strategy, team development, and cross-functional execution in a fast-paced SaaS environment. - Lead and mentor the onboarding team - Influence process design, customer experience, and long-term retention outcomes - Guide onboarding team members through active implementations - Review project timelines and reinforce structured methodology - Ensure customers remain aligned on expectations and outcomes - Serve as a resource for escalations and navigate complex implementation challenges - Partner closely with Sales, Product, Engineering, Training, and Customer Support - Monitor onboarding KPIs and identify trends that impact customer satisfaction - Implement improvements that reduce downstream support tickets - Facilitate productive conversations during key customer moments After one year, you’ll know you were successful if: - The onboarding team consistently meets or exceeds implementation timelines and performance KPIs - Customer satisfaction during onboarding improves and post-launch support tickets tied to onboarding decrease - Onboarding best practices are documented, standardized, and consistently applied across the team - Cross-functional partners view onboarding as organized, proactive, and solutions-focused - You’ve implemented at least one meaningful process improvement that increased efficiency or customer outcomes Qualifications - 8–10 years of experience in customer success, onboarding, or project management roles - Experience leading SaaS implementations or customer onboarding programs - Proven ability to lead, mentor, and develop team members - Strong communication skills with the ability to translate technical concepts for non-technical audiences - Exceptional organizational and time management skills in a fast-paced environment - Ability to manage multiple priorities while maintaining high service standards Requirements - Experience in a SaaS or subscription-based company - Background in implementation methodology design or workflow optimization - Experience reducing customer escalations through structured onboarding practices - Exposure to customer health metrics or retention strategy - Interest in process improvement, automation, or scalable systems Benefits - Competitive compensation aligned with employee qualifications - Comprehensive benefits package including medical, dental, and vision coverage - Company contributions to HSAs and FSAs - Company-paid life insurance and long-term disability insurance - Critical illness insurance - 401(k) retirement plan with company match - Bi-weekly payroll - Responsible Time Off (RTO) - 13 paid holidays and Sick and Safe Time - Employee referral program - Employee-led groups that foster an inclusive, connected workplace culture - Flexible or compressed schedules to support work-life balance

Description This opportunity is open to current Washington State Department of Revenue employees only. The Working Families Tax Credit division is hiring a Public Benefits Specialist 3 in Yakima, WA. This position serves as a point of contact for the Working Families Tax Credit in the Tax Credit Administration Unit. The Tax Credit Administration Unit’s main function is reviewing and processing Working Families Tax Credit (WFTC) applications to ensure applicants receive the correct refund amount. While this is not a position in our call center, our team regularly supports the WFTC call center during peak hours. They are also dedicated to educating and providing guidance to applicants regarding the criteria for the benefit. Duties This position will: - Provide direct customer service on the phone and/or in person for all customers.   - Determine eligibility for WFTC by processing applications, verifying supporting evidence, and obtaining necessary information from applicants and/or third parties.    - Make final eligibility decisions based on the information obtained.   - Process applications received over the counter, online applications, and applications received by mail. - Identifies applications that might be inaccurate and need validation through a desk examination. You may also have the opportunity to participate in continuing education and special projects. Qualifications The required qualifications are key competencies that have been successfully demonstrated through experience or education.  To join our team, you must possess the following knowledge, skills, abilities, and competencies: - Ability to review applications and supporting documents to determine eligibility for the Working Families Tax Credit (WFTC). This includes understanding the eligibility requirements of the Federal Earned Income Credit. - Ability to interpret public laws and policies and the ability to make independent decisions. - Ability to explain understand program requirements, application procedures, and verification needs to individuals with varying levels of experience with the program, including individuals with limited English proficiency. - Ability to manage and resolve disputes professionally and tactfully. - Capable of performing desk examinations (audits) and analysis of applicant records using critical thinking and independent judgment to determine accuracy. - Skill in policy analysis and development, and experience implementing operational procedures. - Skill in prioritizing and performing multiple tasks, handling interruptions, and returning to incomplete tasks. - Respectful and inclusive approach when working with diverse populations, including individuals with limited English proficiency. Preference may be given to candidates who possess: - 9 months as Public Benefits Specialist 2 - Ability to interpret public laws and policies and the ability to make independent decisions. - Excellent oral and written communication skills. - Experience in customer services, including interacting with individuals with limited English proficiency. - Ability to work effectively in a fast-paced office to complete multiple assignments while meeting performance standards. A Bachelor’s degree in social services, business administration, or a related field AND one year of experience examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims, or a job providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial or tax data and information, OR An Associate degree AND three years of experience examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims, or a job providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial or tax data and information, Equivalent education/experience: Experience examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims, or a job providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial data and information, will substitute year for year, for education experience. This position offers hybrid/flexible remote work, however the official duty station is Tumwater and the successful candidate must agree to travel to the office as operational needs dictate. Details of teleworking considerations can be addressed during the interview process.   To be considered: - Complete the online application in detail.  - Attach a current resume'. - Attach a letter of interest explaining your interest in the position and how you meet the qualifications listed. - Include three or more professional references with current contact information. To take advantage of Veteran's preference, please attach your DD-214, member 4 long form, or your NGB-22. Please blackout (redact) your social security number and date of birth before attachment. Questions? Hello, my name is Lance, and I will be assisting with this announcement. As a 20-year Department of Revenue employee, I understand the importance of finding a rewarding career with a work-life balance. At Revenue, we pride ourselves in connecting talented individuals with opportunity and would like to answer any questions you have.     Please contact any part of the Staffing team at Jobs@dor.wa.gov or give me a call (360) 704-5725. Supplemental Information The Human Resource Division may use referrals from this recruitment to help fill future similar vacancies for up to six months. Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.   These positions are covered by a collective bargaining agreement between the State of Washington and the WPEA.   The Department of Revenue is proud to be an equal opportunity employer.  We embrace diversity and offer a respectful, inclusive culture for people with disabilities, as well as members of all protected groups and statuses.  We encourage you to apply.   Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.

Job Summary Responsible for the delivery, coordination, status reporting and stability of complex project-oriented work. This position drives the planning and coordinating activities of departmental technology projects associated with Treasury - Payment Solutions. Responsible for successful accomplishment of goals and objectives of projects within a prescribed time frame and for providing clear and succinct communication with internal and external clients. Executes plan and activities pertaining to technology projects for Treasury - Payment Solutions. Job Duties and Responsibilities - Implements project management processes and methodologies for the assigned client/user community; ensure projects are delivered on time, within budget, while adhering to high quality standards and meeting customer expectations - Drives the review of project proposals and determines time frame and procedures for accomplishing programs for TPS. Understands the technical scope and objectives of the program and ensures project teams' commitment to the program delivery roadmap. Executes on established work plan for each project under the program roadmap in accordance with the Synovus Project Governance Framework - Drives the execution of project plans and teamwork assignments, directs and monitors work efforts on a daily basis, identifies resource needs, performs quality review; and escalates functional, quality, timeline issues appropriately and ensures issue resolution - Responsible for tracking key project milestones and adjusting project plans and/or resources to meet the needs of the project. Prepares relevant status reports for project managers/clients. Adheres to standards and procedures for project reporting and documentation. - Coordinates communication with all impacted internal areas on the scope, budget, risk, and resources of the work effort being managed. Executes on project activities with activities of business unit(s). Coordinates request for changes from original specifications and ensure proper change communication and impact analysis. - Works closely with the end user, business technologists, and others to understand and prioritize business goals and information needs; participate in the implementation of services, gathering requirements and design specifications; refines conceptual systems design requirements into the technical design. Ensures that projects follow the established System Development Life Cycle standards and tailor this methodology to meet the project and audit standards. - Assists Onboarder(s) in identifying and prioritizing opportunities for utilizing IT to achieve departmental goals for projects and ensures dependencies are clearly defined and addressed. Drives project scheduling, resource allocation and forecasting, time entry, and project controls through the standard project management tools to ensure proper budget allocation and capitalization. - Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion. - Performs other related duties as required. The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Synovus is an Equal Opportunity Employer committed to fostering an inclusive work environment. Minimum Education: - Bachelor's degree Bachelor's Degree or Equivalent Work Experience Minimum Experience: - Two years Experience of Project Management with focus on Treasury Management and/or Financial Institution Implementation Process Required Knowledge, Skills, & Abilities: - Knowledge of Enterprise Resource Planning (ERP) Software utilized in various industries/segments. - Extensive knowledge and expertise in the use of project management methodologies and tools, resource management practices and change management techniques. - Knowledge of the software development process, including requirements gathering, analysis and design, development tools and technologies, release and version control, contemporary testing methodologies, and deployment management. - Exceptional verbal and written communication skills. - Strong conceptual and creative skills. - Solid project management skills, and the ability to multitask and manage multiple small to large projects in a cross-functional environment. - Ability to blend creativity, problem solving, and technical skills for refining existing theories or developing new approaches. - Strong teamwork and interpersonal skills at all levels of management. - Ability to present and explain technical information in a way that establishes rapport, persuades others, and gains understanding. - Ability to communicate needs and schedules to IT and clients. - Ability to establish and maintain a high level of customer trust and confidence. - Highly proficient in MS Word, MS Excel, MS PowerPoint, Visio Preferred Knowledge, Skills, & Abilities: - Project Management Professional (PMP) or equivalent preferred