My client is a relationship intelligence platform built to expand and evolve the traditional CRM. Using AI and natural language processing, they help teams curate and grow its network by unlocking introductions to decision makers and auto-populating pipeline to increase deal flow. They have raised $120M in Series C and due to continued growth are looking to hire a Director of Customer Onboarding & Implementation.
As a Director of Customer Onboarding you will:
- Lead a remote and distributed team of Onboarding Managers - 1.1s, stand-ups, coaching, career development
- Be a subject matter expert and understand the customer onboarding process in exceptional detail from end-to-end - discovery, imports, training, and best practices
- Advise on Industry Best Practices (IB, VC, PE, Consulting, CRE) so the Onboarding Team fully understands use cases and possesses sufficient understanding to have discussions around integration scoping.
- Design, implement and refine processes throughout the lifecycle of onboarding that elevates the customer experience while driving efficiencies that reduce the cost to serve
- Know the best tools to use or leverage to ensure deliverables are met and customer objectives are achieved
- Collaborate with cross-functional stakeholders with the Product & Engineering organization and be a conduit for feedback
- Exceed quarterly team OKRs and responsible for refining OKRs as the team grows/matures
- Act as a thought leader in onboarding/CS in collaboration with other Customer Success leaders
- Refine approaches and practices with industry-leading tools and best practices to consistently deliver better results as we onboard new more complex customers
Skills:
- You have 5+ years of client-facing experience in a B2B Enterprise SaaS Customer Onboarding, Implementation Support or Training function
- 7+ years of leadership experience in a remote or distributed environment
- You have significant experience with the full customer lifecycle including technical Implementations and Support teams
- You have led the design, implementation and refinement of processes throughout the lifecycle
- Shown ability to communicate, present and influence credibly at all levels of the organization, including executive and C-level
- You understand customer needs/points and are able to prioritize accordingly
- You are able to coordinate multiple teams to meet an objective
- You are able to manage expectations and complexity and are comfortable with navigating grey areas to solve customer problems
- Experience with Excel and Salesforce
