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Director, Customer Onboarding and Experience

2 months ago

San Francisco, California, United States Tbwa ChiatDay Inc Full time
About the Opportunity

We are seeking a seasoned Director, Customer Onboarding and Experience to join our team at Veza. As a key member of our organization, you will be responsible for overseeing the entire onboarding process for each customer, ensuring a seamless transition through successful deployment.

Your Key Responsibilities:

  • Managing the Onboarding Pipeline: Lead project planning, issue resolution, and overall onboarding coordination to ensure a smooth customer experience.
  • Escalation Management: Address critical issues promptly and effectively, ensuring timely resolutions while optimizing efficiency for both internal and external teams.
  • Managing Key Customer Communications: Oversee and manage critical communications during the onboarding stages with key customers to maintain strong relationships and ensure their needs are met.
  • Customer Experience Enhancement: Drive strategic initiatives to continuously improve the customer journey and overall experience with Veza.

Your Qualifications:

  • Education: Bachelor's Degree Required or Equivalent Experience.
  • Experience: Minimum of 5 years in a senior customer-facing role, managing onboarding and deployment processes, preferably within a technical or solutions-oriented context.
  • Skills: Proven experience with hosted solution platforms, including private/public cloud IaaS, PaaS, and SaaS environments. Demonstrated expertise in customer-centric problem-solving, with a successful track record of managing end-to-end project lifecycles and driving strategic initiatives to enhance the customer experience.
  • Leadership: Strong management experience, including leading and developing teams, as well as overseeing and optimizing processes to improve efficiency and outcomes.

Our Culture:

  • Ownership Mindset: We value individuals who take ownership of their work and strive for excellence.
  • Act with Integrity: We expect our team members to act with integrity and honesty in all aspects of their work.
  • Guardians of our Customers: We prioritize our customers' needs and strive to deliver exceptional experiences.
  • Opinionated Humility: We value diverse perspectives and encourage open communication.
  • Build Trust, Earn Trust: We believe that trust is built through consistent behavior and actions.

What We Offer:

  • Competitive Salary and Equity Packages: We offer competitive salaries and equity packages to our team members.
  • Benefits: We provide a range of benefits, including pre-tax health care, dependent care, and commuter benefits (FSA), flexible medical, dental, and vision benefits, parental leave, and flexible time off.
  • Monthly Connectivity Stipend: We provide a monthly stipend to support our team members' connectivity needs.