Head of Customer Onboarding

3 weeks ago

Austin, United States SONAR Full time

At Sonar, we're a group of brilliant, motivated, and driven professionals working hard to help organizations build responsible, secure, high-quality code quickly and systematically. We build solutions that don't just solve symptoms of problems - we fix problems at the source - source code, to be specific.

We have a dynamic culture with employees worldwide and hub offices in the USA, Switzerland, France, the UK, Singapore, and Germany. We believe team members should have the opportunity to come to work every day, work on a product they are proud of, love what they do, and feel energized by their peers. With our roots deep in the open source community, we're all about the mission: provide solutions that deliver Clean Code.

The impact you will have

We are seeking a customer-focused leader to build our Customer onboarding team. This team plays a critical role in helping customers adopt Sonar's suite of products and becomes the primary point of contact for new customers. In this role, you will have the opportunity to build a team from the ground up and define the customer onboarding experience. You will have a significant role in driving initial product adoption while establishing long-term customer relationships.

On a daily basis, you will

    • Design, implement, and iterate on a comprehensive onboarding strategy tailored to different customer segments, customer personas, and product offerings. This includes defining key milestones, creating onboarding materials, and optimizing processes to help customers realize value.
    • Recruit and lead a high-performing team of Customer Onboarding Engineers. Provide coaching and support to ensure the team delivers an exceptional experience.
    • Represent the customer's voice as you collaborate with product, sales, marketing, and support teams to ensure alignment of onboarding processes, product enhancements, and customer feedback loops.
    • Leverage data to drive initiatives that enhance the onboarding experience, streamline processes, and increase customer satisfaction and retention.
    • Build strong relationships with key customers to ensure that you understand their needs and can advocate for their success within the company. Act as a trusted advisor and strategic partner during the onboarding process.
The skills you will demonstrate
    • Customer-centric mindset with a passion for delivering exceptional customer experiences.
    • Excellent leadership and people management skills with experience in building and motivating high-performing teams.
    • Strong understanding of developer tools, software development lifecycle, and technical concepts.
    • Proven track record of success in leading customer onboarding or customer success teams in a B2B SaaS or developer tools company.
    • Strategic thinker who can develop and execute onboarding strategies that drive customer adoption, retention, and growth.
    • Experience leveraging data to drive insights and decision-making.
    • Exceptional communication and interpersonal skills.
    • Bachelor's degree in Computer Science, engineering, or related technical field; MBA or equivalent experience preferred.

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