Senior Manager/Director/VP/Senior VP - Customer Onboarding & Implementation - Customer Engagement & Experience Platform

Leadership role in Customer Onboarding & Implementation

Our client is a leading AI/ML-powered customer engagement and experience platform (CEE) that helps B2C brands increase engagement, conversions, revenue and retention. Their cutting-edge SaaS products enable personalized engagement across the entire customer journey and build amazing digital experiences for business of all sizes.

Role:

As the Sr Manager/Director/VP/Sr. VP of Customer Onboarding & Implementation you will lead their 40+ member and rapidly growing Customer Onboarding & Implementation team and be responsible for taking the foundation we have built on and scaling it. You will partner across Sales, Product Sales Specialists, Product, Engineering, Operations and Customer Success teams in order to execute on your onboarding vision and deliver consistent results.

This is a critical leadership role at a product led company that places special emphasis on Smooth Customer Onboarding. We are looking for exceptional operational and leadership skills.

The impact you will create in the Job:

- Develop and scale a best in-class Customer Onboarding Program - Globally

- Lead and Manage implementation of new business end-to-end, maintaining communication throughout the course of multiple projects to meet customer expectations

- Develop Customer Onboarding strategies for new regions (International)

- Plan and Lead multiple cross functional initiatives to continuously improve our Customer Onboarding Process with your team and in the Product.

- Develop and Drive a consistent and repeatable Onboarding experience with Customers (Measurable through C-SAT & NPS)

- Successfully hire, coach and grow a group of Onboarding Specialists

- Drive MRR Growth

What we look for?

- 10+ years of total experience, with a substantial experience in project, delivery, implementation management

- Strong project management and organizational skills

- Proven experience with process improvement and automation

- Effective decision making with the information you have

- Analytical and Problem-solving aptitude

- Customer Service/Experience driven - Outside-In Approach

- Ability to coach and mentor

- Experience in measuring and improving team results

- Ability to build and maintain a strong and collaborative team of individuals working towards the same goal

- Motivated towards Sales & Company growth

What's in it for you?

- Immense growth, continuous learning and connecting with the top-notch brands

- Work with some of the most innovative brains

- Opportunity to explore your entrepreneurial mindset

- Open culture where your creative bug gets activated

If this sounds like a company you would like to be a part of, and a role you would thrive in, please don't hold back from applying! We need your unique perspective for our continued innovation and success!