Director of Customer Onboarding
Company Description
Recently named one of Built In's 2022 Best Places to Work, Negotiatus is a spend management platform that is transforming the purchase and pay processes of businesses across industries like cannabis, healthcare, fitness, retail, and hospitality. We’re experiencing an explosive uptick in new logos and looking for an onboarding leader to craft and refine repeatable playbooks and processes centered around leading indicators of success to improve new logo retention, product adoption, and speed to value.
Job Description
Lead the strategy for Negotiatus’ customer onboarding program, developing methodologies, delivery mechanisms, playbooks and tools to deliver a scalable, best-in-class experience
Maintain a continuous improvement mindset and monitor the efficiency of processes as well as customer and employee satisfaction
Build clear and measurable KPI guidelines for your team members and deliver consistently against those KPIs
Oversee that onboarding and training collateral are evolving to keep pace with our product and meet the business needs of our customer base
Build a world-class team by adding, coaching, and developing talent at both the manager and individual contributor level
Act as a point of escalation for Onboarding Managers and the larger team
Partner with Product to continuously improve the onboarding experience and be a voice in roadmap planning
Work alongside Sales and Account Management leaders to improve cohesion and value delivery across the customer journey
Qualifications
5+ years Customer Success or Customer Onboarding experience in B2B environments
Experience scaling teams and processes in a growing company and a fast-paced environment
Knowledge of modern CS tools and systems
An ability to use data to analyze results and make data-driven decisions
Ability to strategize outside the box and think conceptually in a fast-paced organization
Polished communication skills, experiencing presenting to an executive-level audience
Experience with PLG approach to onboarding a plus
Experience with monthly subscription or freemium SaaS a plus
Additional Information
A competitive compensation package including stock options
Robust medical, dental, vision, and wellness benefits
Flexible time off and remote work policies
Generous leave policies and support for new and current parents
Employer-sponsored 401(k)
Negotiatus is an equal opportunity employer. Applicant's qualifications are considered without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, veteran status, genetic information, or any other basis prohibited by law.