Head - Onboarding

Team Leadership:

- Lead a team of 20-25 onboarding specialists, managing tasks and priorities to ensure smooth operations.

- Provide guidance, mentorship, and performance feedback to team members.

- Spearhead customer implementations by aligning team efforts with client requirements and deadlines.

Product Implementation:

- Drive the end-to-end onboarding for educational institutions.

- Understand client-specific requirements, current processes, and workflows; suggest changes to implement best practices or solutions and workarounds within the platform to suit customer needs.

- Act as a functional expert/consultant to understand client-specific requirements and configure the platform accordingly.

- Ensure timely and seamless implementation, adhering to project timelines.

Stakeholder Collaboration:

- Work closely with institutional stakeholders to gather requirements and align expectations.

- Collaborate with internal teams, including product, engineering, and support, to deliver tailored solutions.

- Act as the primary point of contact for clients during the onboarding process.

Training and Adoption:

- Manage the training tasks of internal team members and external stakeholders to effectively use product features as per industry best practices.

- Conduct training sessions for institutional staff to ensure effective use of the platform.

- Develop user guides, training materials, and FAQs for smooth product adoption.

Process Optimization:

- Identify gaps in onboarding processes and recommend improvements to enhance efficiency.

- Customize workflows and features to meet client-specific needs.

Issue Resolution:

- Address and resolve functional issues during the onboarding phase.

- Provide proactive support to ensure client satisfaction and successful go-live.

Reporting and Documentation:

- Maintain detailed records of onboarding activities, configurations, and client feedback.

- Regularly update stakeholders on progress, risks, and mitigation plans.

Qualifications:

- 10+ years of experience in functional consulting, SaaS onboarding, or program management roles.

- 5+ years experience in leading high-velocity teams.

- Strong project management and communication skills.

- Exceptional people management skills for customer engagements.

- Proficiency in understanding software solutions