Director of Customer Onboarding

At MNTN, we’ve built a culture based on quality, trust, ambition, and accountability – but most importantly, we really enjoy working here. MNTN is the fastest-growing company in streaming, and we pride ourselves on our self-service AdTech platform, which provides performance marketers with the tools to realize the highest return on their ad spend dollars. Our startup spirit powers our growth mindset and supports our teammates as they build the future of ConnectedTV. We’re looking for people who naturally want to do more, own more, and make an impact in their careers – and we’re seeking someone to be part of our next stage of growth.

We are currently seeking a highly experienced and motivated Director of Customer Onboarding to join our Platform Experience team here at MNTN! The ideal candidate will have an extensive track record of success in the customer onboarding space and be capable of building and leading a team of onboarding professionals.

The Director of Customer Onboarding is responsible for developing and executing a comprehensive customer onboarding strategy and programs to ensure smooth transition of customers to our products and services. The successful candidate will be responsible for implementing creative onboarding techniques and continually optimizing customer onboarding experience through various channels. This includes ensuring customer satisfaction while ensuring all onboarding requirements are met. The Director will also be responsible for managing customer onboarding resources, developing and improving onboarding processes, and addressing customer inquiries and feedback.

You will:

• Develop and manage customer onboarding service solutions and strategies
• Lead customer onboarding teams to ensure customer satisfaction - Mid Market and Enterprise
• Work towards our monthly and quarterly go live targets established by our revenue teams
• Hone in on average time for a customer to go live and solution how we can decrease the number of days
• Monitor onboarding service metrics to ensure customer service excellence through CSAT
• Monitor onboarding service trends and develop new customer service protocols, processes, resource development, automation, etc. in an effort to improve/enhance the customer experience
• Troubleshoot onboarding service issues as a point of escalation for the team
• Implement customer feedback and new technology to enhance onboarding service capabilities
• Train and mentor customer onboarding leaders and team  
• Develop and maintain relationships with cross team partners and other stakeholders
• Collaborate effectively with internal teams when product issues or feature requests surface that should be addressed

You have:

• 5+ years of experience in a Sr Management or Director level role within customer onboarding experience
• Designed and/or participated in Self Serve onboarding program design 
• Excellent organizational, problem solving, and communication skills
• Understanding of customer service best practices and processes
• Ability to lead and motivate a team
• Knowledge of customer relationship management (CRM) systems
• Proficiency with G-mail and other related software applications
• Familiarity with Intercom is a plus

MNTN Perks:

• 100% remote  
• Open-ended vacation policy with an annual vacation allowance
• Three-day weekend every month of the year
• Competitive compensation
• 100% healthcare coverage
• 401k plan
• Flexible Spending Account (FSA) for dependent, medical, and dental care
• Access to coaching, therapy, and professional development

About MNTN:

MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile. MNTN Performance TV has redefined what it means to advertise on television, transforming Connected TV into a direct-response, performance marketing channel. Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.

Our solutions give advertisers total transparency and complete control over their campaigns – all with the fastest go-live in the industry. As a result, thousands of top brands have partnered with MNTN, including Petsmart, Build with Ferguson Master, Simplisafe, Yieldstreet and National University.

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