Remote Director of Onboarding

Summary

Join a growing team of 750+ employees distributed across 40+ countries speaking 30+ languages as the Director of Onboarding, shaping the first impression our clients have with our technology solutions. Develop and implement strategic onboarding programs, lead a team of Onboarding leaders, build strong relationships with key client stakeholders, and foster a culture of excellence, collaboration, and continuous improvement.

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

Responsibilities

• 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