Director of Onboarding - Remote
October 18
Description
• Develop and implement strategic onboarding programs that align with our clients' needs and business objectives. Drive the development of scalable onboarding processes to accommodate our growing client base. • Lead, mentor, and empower a team of Onboarding leaders. Foster a culture of excellence, collaboration, and continuous improvement within the onboarding department. • Build strong relationships with key client stakeholders. Collaborate closely with Sales, Customer Success, and Product teams to ensure a cohesive and positive client experience, as well as maintaining a positive feedback loop to iteratively improve. • Evaluate existing onboarding processes and identify opportunities for improvement. Implement best practices, automation, and tools to enhance efficiency and effectiveness in client onboarding. • Oversee key performance indicators and work with leaders to identify areas of opportunities for continuous growth and improvement. • Gather feedback from clients and internal stakeholders to identify areas for improvement in our onboarding process and product offerings. Advocate for necessary changes and enhancements within the organization.
Requirements
• 3+ Years of experience with onboarding or implementing customers, including managing multiple onboarding experiences based on unique customer segments. • 5+ years of SAAS experience required • 3+ years with managing an Implementation team, with a demonstrated track record of workflow improvements and out-of-the-box thinking • Excellent communication and interpersonal skills, with the ability to develop high performing teams and build rapport with clients and internal stakeholders. • An operational force of nature with a proven ability to execute onboarding initiatives and keep them aligned with business goals. • Analytical skills to assess data and client feedback, driving data-driven decision-making for process improvement. • Customer-focused attitude and dedication to delivering outstanding service to clients. • Bachelor's or Master's degree
Benefits
• Open vacation time, flexible paid holidays, and company-wide mental health days. • Access to professional development, including manager training, upskilling and knowledge transfer, and free access to LinkedIn Learning and other platforms.
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