Team Lead, Customer Onboarding

Team Lead, Customer Onboarding :

Experience : 8-12 Years

Working Hours : 8:30 PM - 5:30 AM

The Team Lead for Customer Onboarding is a key member of the Customer Experience team and is responsible for ensuring the successful execution of the ZoomInfo customer onboarding strategy and accelerating customer adoption of ZoomInfo’s products and solutions; both for their own book of business, and their team. The Team Lead for Customer Onboarding works with their Onboarding Manager team, customer success team, the customer training team, and the customer integrations team to put together effective project plans, including goals, timelines, and resource coordination to ensure quick ROI for ZoomInfo customers. This is a high-visibility role within an exciting area of the business with a chance to quickly make a difference. The Team Lead for Customer Onboarding will focus primarily on leadership of their team, but will also carry a small book of business.Essential Functions & Responsibilities

What You'll Do:

• Effectively manage team performance across 5-10 representatives to meet tight SLA deadlines.
• Use Project Management fundamentals to ensure deliverability of a large pipeline and forecast for utilization across your team.
• Collaborate with your manager to create and deliver world class training materials for the development of existing Onboarding Managers and New Hire training for new Onboarding Managers.
• Expert level knowledge of Customer Journey processes and best practices.
• Exercise best in class customer service methods to deliver white glove onboarding experiences to high value customers as identified by the Executive team.
• Manage a book of business, coordinating multiple simultaneous onboarding projects at one time, balancing priorities of business results, customer satisfaction, and technical quality. This includes being an asset to the Customer Success Manager, Learning & Development Manager, and Integrations and/or Solutions Engineer while being an advocate for the customer.
• Work directly with customers to set appropriate expectations, address customer goals, determine target dates, manage customer tasks, and provide regular project updates during the onboarding phase of the customer lifecycle.
• Perform a wide variety of professional tasks, which demand a high level of creativity and imagination, as well as a thorough knowledge of the applicable needs and expectations of employees/customers.
• Rapidly adapt to the needs of the team and the organization with a superior ability to quickly learn new products, processes, and systems.
• Utilize existing and future reporting tools to drive desired business outcomes as outlined by the Executive Team.
• Manage a variety of simultaneous projects with quarterly or monthly delivery dates as outlined by your Manager, balancing priorities of business results, customer satisfaction, and technical quality.
• Collaborate with the customer success team, customer training team, customer integrations team, and others to create a streamlined and cohesive approach that allows customers to get successfully implemented and trained.

What You Will Bring:

• At least 5+ years of customer success and/or project management, ideally in a SaaS environment.
• Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes.
• Highly collaborative, organized, and execution-oriented with strong presentation skills.
• Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work.
• Excellent problem-solving skills and ability to be flexible to project situations. Ability to research, analyze and provide a solution to newly identified issues.

What’s In It For You:

• Incredibly strong onboarding program - be set up for success in your first 90 days
• Ongoing training to help you grow
• Market leading product offering (check our our long list of G2 awards)

This is a hybrid position, working a minimum of three days per week from one of our office locations.