Director of Customer Onboarding and Sales Operations
4 weeks ago
Cargomatic is a leading platform and digital marketplace for powering world-class, local trucking. As the Director of Customer Onboarding and Sales Operations, you will play a key role in driving a world-class onboarding experience for our customers.
This role will focus on implementing and optimizing onboarding processes, particularly for customers with high levels of EDI/API integration. You will work closely with sales, engineering, product, and customer support teams to ensure new clients have a seamless and successful integration, setting the stage for long-term success with Cargomatic's services.
Key Responsibilities- Customer Onboarding Strategy & Execution
- Lead and manage the end-to-end onboarding process for new customers, emphasizing efficient and timely EDI/API integration
- Develop and implement onboarding strategies that support Cargomatic's growth objectives while meeting customer expectations for quick, reliable setup
- Collaborate with sales, product, engineering, and customer support teams to identify and remove obstacles in the onboarding process, ensuring a smooth transition from sales to operational use
- Sales Operations Leadership
- Utilize data and analytics to monitor the onboarding pipeline and track integration
- Collaborate on the sales processes, account management, and customer lifecycle planning to drive revenue growth
- Design and optimize sales operations processes, including CRM usage, pipeline management, and revenue tracking
- Lead the development of integration documentation, best practices, and training materials to streamline the technical aspects of onboarding
- Track and monitor integration performance, proactively addressing any issues that may impact customer satisfaction or operational efficiency
- Customer Success & Relationship Building
- Establish strong relationships with key stakeholders within customer organizations to ensure their needs are met and they are set up for long-term success
- Act as a trusted advisor to clients, ensuring they understand how to maximize the value of Cargomatic's solutions
- Collect and analyze customer feedback post-onboarding to inform continuous improvement efforts
- Cross-Functional Collaboration & Process Improvement
- Partner with commercial, product, and engineering teams to align on new integration capabilities and improvements that will enhance the customer experience
- Continuously evaluate and improve onboarding processes, leveraging customer feedback and industry best practices
- Lead initiatives to automate and streamline onboarding processes to increase scalability and reduce time to go-live
Cargomatic was named to the list of Built in Best Places to Work for 2023 and 2024, which recognizes the benefits we offer, our people-first culture, and our commitment to supporting our employees' success, growth, and well-being.
This role requires a proven understanding of EDI/API integrations, including the ability to communicate complex information to non-technical stakeholders. You will also need strong leadership and team management skills, with a track record of successfully leading cross-functional projects and teams.
The ideal candidate will have a Bachelor's degree in Business, Operations, Logistics, or a related field, and 7+ years of experience in customer onboarding, sales operations, or similar roles, with a focus on B2B technology, logistics, or SaaS environments.
The expected salary range for this role is $120,000 to $145,000. The actual base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and other factors permitted by law.
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