Global Director, Customer Onboarding

4 weeks ago

Denver, Colorado, United States Cin7 Full time

Cin7 is a fast-growing global software company that provides solutions for modern-day product sellers. We help these sellers connect and simplify their operations, keep track of their inventory at scale, and help them sell their products across multiple sales channels around the world.

Cin7 is expanding very quickly with a mission to empower product sellers to thrive by making selling as easy as buying. We are committed to this mission to become the leading Inventory Management Software brand in the world.

Serving over 8,000 customers globally, processing more than 125 million orders per year, and supporting over $35B of Gross Merchandise Value, Cin7 has been rated best overall in inventory management software in 2024 by Forbes Advisor.

How you'll make an impact:

As the Global Director of Customer Onboarding, you will drive the maturation of Cin7's customer onboarding function creating an amazing onboarding experience for our customers.

Cin7 continues to grow, and this growth provides the opportunity to further mature our Onboarding function through operational excellence and deliberate customer experiences. The work you do will positively impact the retention of our customers, their satisfaction with our product, and the value they realize from Cin7.

We are entering our next phase of growth and are on the path to becoming a billion dollar company. Do you want to jump in and be a part of this exciting journey? Does this sound like the right role for you?

Key Responsibilities:

  • Set the overall vision and strategic plan for the Customer Onboarding organization, focusing on providing the most efficient onboarding experience, leading a positive customer experience, and continually improving the onboarding journey.
  • Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
  • Recruit, develop, and lead a high performing team that delivers on its goals and targets
  • Direct and support regional onboarding managers across our two products and teams in four geographies (US, New Zealand, Sri Lanka, and India).
  • Work cross-functionally with Product, Engineering, Sales, Support, and Finance to drive initiatives that will improve churn and the success of customers in their first 90 days and beyond.
  • Define, track, and report on global key performance and operating indicators and customer satisfaction levels, driving outcomes, product adoption and customer experience. Use data in your decision making.
  • Collaborate with the Sales team to ensure there is a smooth customer flow through the sales cycle and into the onboarding process. Collaborate with Support leaders to ensure a smooth transition post-onboarding.
  • Interact with customers to understand their viewpoints, and capture feedback about the onboarding process.
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.
  • Attend onboarding sessions from time-to-time to ensure our methodology is consistent globally.
  • This role may be based in the United States or New Zealand

Here's what you'll bring with you:

  • Experience building and transforming a fast-growing SaaS company with SMB and mid-market clients.
  • 5+ years of extensive experience managing an Onboarding and/or Product Support team at a global SaaS software company providing customers with a 24x7 business critical software system.
  • Experience creating the framework, processes, and procedures necessary to operate a global Onboarding function at a SaaS company.
  • Proven success in improving customer onboarding metrics, such as go-lives per month, time-to-value, CSAT, and customer retention.
  • Superior problem solving and resolution skills to solve challenges internally with cross-functional stakeholders and externally with customers.
  • Experience with ERP implementations or Inventory Management systems such as TradeGecko, Cin7, Unleashed, is a bonus, as is experience with Xero, QuickBooks and other financial software.
  • An understanding that listening to your customers is the key to establishing strong feedback loops and continuous improvement of the customer journey.
  • A solid background in establishing and leading a metrics-driven organization
  • The capability to become a product expert on the Cin7 platform

In return, we offer:

  • Competitive benefits, including medical, dental, vision, and a company-matching 401k matching program.
  • A flexible PTO policy, allowing you the time you need to recharge.
  • Cin7 Day celebrated companywide, providing you a dedicated holiday to focus on your own wellbeing.
  • A diverse team, where everyone helps each other and inclusion is a core value.
  • Frequent company-sponsored events so you can get to know your coworkers.

Location:

While our US headquarters is based in Denver, CO, we are open to remote candidates on a case by case basis.

Why CIN7?

CIN7 is a leader in one of the most exciting software verticals right now, and we're growing exponentially. We're looking to add people to our team who are passionate about working with a fast growth tech company.

At CIN7, we make great products available to everyone. Every month, millions of sales orders flow through our platform reducing the cost, effort and time for product sellers so they can quickly get products to customers and build their brands without worrying about their operations. We pride ourselves on providing Inventory Management and Supply Chain software to help medium-large product businesses thrive in a highly competitive, digital world. CIN7 centrally manages inventory across multiple locations and channels, connecting 500+ systems to support receiving, selling and shipping stock.

We value diversity at Cin7, and bring people into the heart of everything we do. We hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual base compensation range is listed above. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team.

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