Job Overview:
Seeking a SaaS solution Customer Onboarding Team Leader who does “whatever is needed” to ensure customer success in implementing and optimizing use of software solutions.
The Opportunity:
- Lead and mentor the customer implementation team to deliver high quality customer on-boarding through efficient and effective processes and ongoing learning and training.
- Develop on-boarding metrics to manage and create accountability across a distributed team
- Collaborate with the Sales, Product and Development teams to help them better understand the customer needs to provide the best possible customer journey.
- Lead as product solution expert and develop a methodology and best practices for implementing products
- Define and monitor key performance indicators (KPIs) for the customer implementation team and provide insights, trends, and recommendations to senior management.
- Assist the team and/or take hands-on ownership of more complex implementations, ensuring prompt and accurate responses to customer on-boarding activities and act as an escalation point for critical customer challenges
Your Skills/Experience:
- 4+ years in a customer on-boarding role within an enterprise software company with some team leadership experience.
- Ability to manage competing priorities and promote collaboration between departments
- Critical thinking and problem-solving skills used to digest problems effectively and find workable solutions
- Thrive in a Customer-Centric culture with flexibility to communicate with company owners and employees.
- Bachelor’s degree in Information Technology or construction-related industry experience is a plus.
- Ability and willingness to travel to customer sites as needed