VP of Technical Client Onboarding

3 weeks ago

New York, United States Cherre Full time

Cherre is the real estate industry's leading data management platform, powering more than $3 trillion AUM globally. Our end-to-end platform helps clients connect, transform, analyze, and act on trusted data to increase efficiencies, reduce risks, gain visibility into market trends, and make strategic moves in response to changing market conditions.

At Cherre, we take client experience seriously. We're on a mission to be an industry leader in providing an experience that delights our clients, and helps them maximize their value with our platform. From implementation and onboarding, our Client Success team takes the lead in engaging with our clients to ensure a positive experience using Cherre. The Client Success team is also responsible for product adoption, client satisfaction, client relationships, renewals, and growth across our existing client base.

Job Summary:

    • Cherre is seeking a dynamic and experienced VP of Client Onboarding to lead our PMO and team of technical onboarding managers with a continuous focus on change management. This senior-level role is pivotal in ensuring our clients' successful integration onto the Cherre data management platform. The ideal candidate will possess a robust technical background, coupled with extensive experience in client-facing implementation or consultative roles. They will leverage their industry expertise in real estate to oversee the seamless onboarding of clients, driving operational excellence and client satisfaction.
    • In this role, you will be responsible for leveraging your experience to develop and refine onboarding processes, provide high-level technical support, and collaborate closely with our engineering and product teams. You will also serve as a trusted consultant and partner to our clients, understanding their business objectives and ensuring Cherre's solutions to meet their needs effectively. As a leader, you will partner strongly across the Cherre leadership team while mentoring and developing your team, establishing best practices, and ensuring the highest standards of performance. If you are a strategic thinker with a passion for innovation and working with clients, we invite you to join our team and make a significant impact in the future real estate data management.
    >
Responsibilities:
    • Lead and Mentor Onboarding Team: Oversee and provide guidance to a team of technical onboarding managers, ensuring effective and efficient client onboarding processes.
    • Technical Onboarding Management: Develop, implement, and refine technical onboarding processes to bring clients onto the Cherre data management platform seamlessly.
    • Client Relationship Management: Serve as the primary technical point of contact and/or escalation point for clients during the onboarding phase, addressing any technical issues and ensuring a positive client experience.
    • Collaborate with Product and Engineering Teams: Work closely with the engineering and product teams to ensure the Cherre platform meets client needs through enabling a 360 feedback loop to inform product roadmap and to resolve any technical challenges that arise during onboarding.
    • Develop Onboarding Best Practices: Establish and continuously improve onboarding best practices, methodologies, and tools to enhance the efficiency and effectiveness of the onboarding team. This includes partnering with product and engineering to align agile delivery methodologies with the expectations of our clients.
    • Technical Troubleshooting and Support: Provide high-level technical support and troubleshooting during the onboarding process, ensuring clients' technical issues are resolved promptly and accurately.
    • Industry Expertise in Real Estate: Leverage deep industry knowledge to understand clients' specific data management needs and tailor onboarding processes to meet those requirements. This includes:
    • -Experience in leading industry applications including Yardi, MRI, Argus, VTS, Chatham and other competing applications.
    • -Deep knowledge of real estate data structures, schemas and processes with the ability to differentiate between common versus bespoke client requirements.
    • -Broad knowledge across asset classes, geographies and business functions to effectively partner with clients.
    • Client-Facing Consultation: Act as a consultant to clients, understanding their business objectives and aligning Cherre's solutions to meet those goals effectively
    • Training and Development: Train and develop team members on new features, tools, and best practices within the Cherre platform and the real estate data management domain.
    • Performance Metrics and Reporting: Monitor and report on onboarding performance metrics, identifying areas for improvement and implementing strategies to enhance overall client satisfaction and success.
Experience & Qualities:
    • Education:
    • Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field; an advanced degree (MBA, Master's) is preferred.
    • Relevant certifications in project management, data management, or cloud technologies are a plus.
    • Commitment to continuous learning and staying updated with the latest industry trends and technologies.
    • Experience:
    • 15+ years of experience in a technical or engineering role with a significant portion in client-facing implementation and consultative positions.
    • Proven experience in leading and managing technical teams, preferably in a VP or Senior Director capacity.
    • Strong background in data management, integration, and real estate industry knowledge.
    • Experience with SaaS platforms and cloud technologies is highly desirable.
    • Previous usage of Monday.com, G-Suite, JIRA, Intercom, Salesforce, Mixpanel, and PowerBI.
    • Technical Skills:
    • Proficient in various programming languages and data management tools.
    • Strong understanding of data integration, APIs, and data workflows.
    • Capable of applying the appropriate agile delivery methodology and aligning that to client delivery requirements.
    • Knowledge of real estate data standards and platforms.
    • Leadership & Management Skills:
    • Demonstrated ability to lead, mentor, and develop high-performing teams.
    • Strong project management skills with a track record of delivering complex technical projects on time and within budget.
    • Exceptional problem-solving skills and the ability to make sound decisions under pressure.
    • Client Facing Skills:
    • Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with clients and stakeholders.
    • Proven experience in consulting or a similar client-facing role, with the ability to understand and address client needs effectively.
    • Industry Knowledge:
    • Deep understanding of the real estate industry, including trends, challenges, and data management needs.
    • Ability to leverage industry expertise to tailor onboarding processes and solutions to client requirements.
Benefits:
    • Competitive Base Salary
    • Equity
    • Attractive Healthcare Plans
    • Paid Parental Leave
    • Unlimited Vacation
    • Flexible Work Schedule
    • Compensation range: $180k - $200k


If this opportunity sounds interesting, apply or reach out to our internal talent team. We are happy to tell you more about Cherre: the technology we work with, the problems we solve, the team we are assembling, and the culture we all contribute to. We are excited you are considering working with us and look forward to hearing from you

"At the top of the mountain we are all snow leopards." - Hunter S. Thompson

Cherre is an equal opportunity employer. We pride ourselves on hiring the best people for the job no matter their race, sex, orientation, nationality, religion, disability, or age.

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