Director, Customer Onboarding

Job Overview: 

We're looking for an empathetic leader who can help us build and scale the customer onboarding and implementation team as we grow. The Director, Customer Onboarding is responsible for managing a remote and distributed team of Onboarding Managers.  

In this role, you will ensure that the team secures, builds, and sustains client relationships by creating and implementing repeatable processes and playbooks to accelerate and optimize the customer onboarding process. The ultimate goal of this position is to make certain that clients are highly satisfied with and clearly recognize the value of the partnership they have engaged . The successful candidate will need to be extremely detailed, process oriented, and collaborative. 

The Director, Customer Onboarding will report regularly on team KPIs, resolve escalated issues, or provide white glove service for key accounts. This role will be responsible for providing leadership and direction to the onboarding team as well as establishing and overseeing adoption of the onboarding team’s vision, goals, and objectives. This role will determine the key strategic direction and objectives for the onboarding team across our software and services solution and will be responsible for driving necessary changes in operating and organizational efficiency.   

What You’ll Do: 

Own standard, measurable and effective implementation process: 

• Focus on customer satisfaction, technical proficiency, timeliness of delivery, and understanding of customer needs around speed, quality, and value
• Assign Onboarding Specialist to client onboarding engagements
• Design, implement and refine systems, processes, and playbooks throughout the customer onboarding lifecycle to elevate the customer experience while driving efficiencies that reduce the cost to serve
• Refine approaches and practices with industry-leading tools and best practices to consistently deliver better results as new and complex customers are onboarded 
• Advise on industry best practices and tools to ensure deliverables are met and customer objectives are achieved
• Identify and resolve process gaps/ambiguity and enable team through changes/standardization 
• Manage the process to ensure teams are delivering on onboarding needs
• Provide regular reporting on onboarding status, risk, trends, and opportunities for improvement

Communications and Collaboration: 

• Monitor and communicate new client successes and risks
• Work to ensure appropriate internal staff is involved in escalated service issues
• Ensure continuity between pre-sales and Customer Success
• Partner with the management of other business units to help drive customer-focused solutions and services
• Drive coordination between customer facing and internal groups for the delivery of dependable, accurate, timely and easy to use services
• Drive the resolution of complex and escalated customer service complaints
• Oversee and own the project management software

People Management: 

• Lead, manage and grow the client onboarding team
• Ensure your direct reports are supported through regular check-ins, one on ones, performance reviews and hiring and capacity forecasting 
• Set the example and facilitate effective teamwork, rapport, communication, trust, and respect between colleagues
• Recruit and develop high performing team members; set clear expectations for and provide timely feedback on individual and team performance; take corrective action when necessary
• Implement a team strategy that achieves goals and priorities while maintaining an employee-centric culture that leads with our values 
• Establish departmental goals and objectives that are consistent with corporate goals and objectives
• Drive new process development and training for your direct reports
• Responsible and accountable for personnel issues (discipline, coaching, mentoring, performance management, work schedules, policy enforcement, etc.)

Be data-driven:  

• Track your team’s activity and performance against key targets using automated reporting and dashboards
• Proactively identity issues and course correct early
• Report to the leadership team along with strategies and tactics for improvement
• Leverage data to segment our customers and understand their needs, make suggestions for products and services improvements

Qualifications: 

• 5+ years of exceptional performance in a high volume, fast paced environment, preferably a client-facing role in a B2B enterprise SaaS function
• 3+ years of strong people management experience managing diverse and global teams 
• Significant experience with the full customer lifecycle and managing client relationships
• Demonstrated success managing onboarding and implementation projects within a SaaS organization
• Passion for working with clients and driving successful customer outcomes
• Proven leadership ability in creating and maintaining a work environment where others are motivated/inspired to take action and deliver service excellence
• Proven ability to manage client escalations to timely resolution resulting in increased client satisfaction and retention
• Experience with, knowledge of, and ability to apply excellent customer service practices
• 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 are able to coordinate multiple teams to meet an objective
• You are able to manage expectations and complexity - you are comfortable with navigating grey areas to solve customer problems
• Incredible attention to detail, organization, and ability to manage several concurrent projects. Must be able to detail actionable steps to keep project moving forward.
• Significant project management experience – PMP is a plus.
• Prior experience with portfolio management using a variety of project management tools
• Experience with Microsoft Office 365 software suite, or equivalent collaboration software
• Experience with Gainsight, Salesforce, Amplitude or other CRM systems to manage customer onboarding goals and milestones