Head of Onboarding, Delivery, and Support

This role is remote and only candidates in the East Coast time zones will be considered.

The Role:

As the Head of Onboarding Delivery and Support you will lead our efforts to ensure that clients experience seamless integration and effective utilization of our products. You will manage and consolidate a currently decentralized team into a single high-performing unit dedicated to client success from the initial stages of onboarding through ongoing support and service delivery. Your role is critical in driving customer satisfaction retention and product enhancement.

What You'll Do:

• Drive the integration of team processes and communication to create a cohesive and effective unit.

• Lead motivate and develop a high-performing team across the onboarding delivery and support departments consolidating decentralized team members into a unified group.

• Establish clear team goals and KPIs ensuring alignment with the company’s strategic objectives.

• Oversee the onboarding process for new clients ensuring a smooth transition and setup of our SaaS solutions.

• Develop customized onboarding strategies that cater to the unique needs of each client segment facilitating faster adoption and onboarding NPS>70.

• Ensure the delivery of high-quality ongoing services that meet or exceed client expectations.

• Coordinate with cross-functional teams including product management and sales to streamline service delivery and resolve any issues promptly.

• Lead the support team in providing exceptional service resolving client issues swiftly and effectively.

• Implement best practices in customer support leveraging tools and technologies to enhance service efficiency and client communication.

• Regularly review and enhance existing processes and systems to boost efficiency scalability and client satisfaction.

• Gather and analyze customer feedback to inform product improvements and support strategies.

What You'll Bring:

• Bachelor’s or Master’s degree in Business Administration Information Technology or related field.

• 8+ years of proven experience in a leadership role within customer success technical support or related field in a SaaS or e-commerce environment.

• Strong understanding of e-commerce platforms digital marketing and retail dynamics.

• Excellent communication interpersonal and leadership skills.

• Demonstrated ability to manage and inspire teams to achieve excellence.

• Experience with CRM and support software.

Benefits & Perks:

• Highly competitive pay benefits and early stage stock options

• Unlimited PTO and seven paid company holidays

• Work from home benefits including flex WFH hours and home office set-up reimbursement

• Monthly cell phone internet and gym/fitness reimbursement

• Comprehensive health dental vision and life insurance benefits

• 401K plan FSA and HSA programs

• Long-term and short-term disability

Help us build the future of ecommerce. Apply now or learn more at https://commerceiq.ai !

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status disability status or any other category prohibited by applicable law.