Director of Customer Onboarding
3 weeks ago
About This Opportunity:
We are currently seeking a dynamic and strategic Director of Customer Onboarding & Enablement to lead our team in overseeing the onboarding of our SaaS solutions for both new and expanding customers. This critical role requires an individual who is adept at building effective onboarding teams, instructional design, and ensuring that our customer onboarding processes align with the company's strategic goals. This position offers the unique opportunity to report directly to the CEO and make a significant impact on our company's success.
What You'll Do
- Team Leadership: Guide the onboarding team by setting clear objectives and standards, ensuring alignment with the company's strategic direction.
- Program Oversight: Manage the planning, execution, and delivery of customer solutions, ensuring that implementation milestones are achieved and that the transition from sales to customer success is seamless, in collaboration with release management teams to incorporate new capabilities and solution packages.
- Instructional Design: Responsible for a range of educational resources aimed at helping customers understand and effectively use our solutions including video tutorials and interactive e-learning generative AI-based tools.
- Curriculum Development: Design structured learning paths that guide customers through a step-by-step process. The goal is to systematically enhance user competence and engagement, allowing them to derive maximum value in their daily work.
- Customer Engagement: Take ownership of the customer onboarding journey from purchase to launch within 90 days, providing consistent support and fostering customer success.
- Incorporating Feedback: Continuously assess and refine onboarding processes as measured by a Product Engagement Score and ultimately customer retention and growth.
- Expertise Maintenance: Maintain comprehensive knowledge of our product solutions and the associated jobs our software is hired to perform.
- Problem Resolution: Tackle both technical and non-technical challenges to ensure a frictionless onboarding experience.
About You And What Skills You'll Need
- Experience: Over 8 years of experience in B2B customer-facing roles or customer product onboarding within the SaaS industry, including at least 3 years in a managerial position.
- Education: Bachelor's degree.
- Technical Skills: Demonstrated expertise in leading successful software onboarding initiatives or instructional design roles.
- Core Competencies: Exceptional understanding of customer needs, excellent communication skills, and proficiency in project management tools and methodologies.
- Work Eligibility: Authorized to work in the US (sponsorship not available).
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