Remote Director, Customer Onboarding & Implementation

Summary

Join Grammarly's team as a Director of Customer Onboarding & Implementation, overseeing customer onboarding and implementation teams to ensure smooth deployments for enterprise businesses and educational institutions. Develop strategies, optimize processes, and drive adoption, satisfaction, and expansion through effective onboarding and technical implementation processes.

Requirements

• 10+ years of experience in implementation, customer onboarding, customer success, or customer experience roles, with significant experience building and scaling teams
• Proven track record of developing and optimizing customer onboarding processes, across all customer segments, and particularly for large, complex enterprise deployments
• Experience in creating and implementing end user training programs, including live sessions, webinars, and self-serve educational resources
• Strong understanding of project management fundamentals, with experience managing project management tools to streamline processes
• Ability to effectively communicate up and across the organization, ensuring that leadership and cross-functional partners are aligned with onboarding processes and outcomes
• Proven ability to drive adoption, satisfaction, and expansion through effective onboarding and technical implementation processes

Responsibilities

• Oversee both the team of onboarding professionals and solutions architects to ensure the successful deployment of Grammarly for enterprise and education customers
• Define Strategy: Develop a comprehensive onboarding and technical implementation strategy to meet the needs of diverse customer segments
• Customer Experience: Ensure that onboarding is frictionless and fast, with a focus on delivering a seamless customer experience from implementation through expansion
• Customer Feedback Process: Establish a structured customer feedback loop to enable continuous improvement of onboarding and implementation processes
• Process Optimization: Establish and continually refine processes that streamline implementations, improve adoption, and reduce time to value
• Collaboration: Serve as a key partner between Sales and Customer Success, ensuring alignment and clear communication to enable customer success
• Training Programs: Lead the development of customer education programs, including live training, webinars, and self-serve learning paths, to support ongoing enablement of users
• Cross-Functional Leadership: Collaborate with cross-functional teams, train extended teams, and ensure smooth execution of processes across the organization, particularly with Product, Sales, Marketing, and Support counterparts
• Performance Metrics: Track key metrics (time to implement, adoption, CSAT, expansion) to optimize processes and ensure the team is meeting and exceeding goals

Benefits

• Excellent health care (including a wide range of medical, dental, vision, mental health, and fertility benefits)
• Disability and life insurance options
• 401(k) and RRSP matching
• Paid parental leave
• 20 days of paid time off per year, 12 days of paid holidays per year, two floating holidays per year, and unlimited sick days
• Generous stipends (including those for caregiving, pet care, wellness, your home office, and more)
• Annual professional development budget and opportunities