Employer description & source details
Lead, mentor, and develop the Onboarding Consultant team building a culture of continuous learning, building deep product and platform expertise and focus on delivering customer outcomes through collaboration Drive the development and execution of scalable onboarding and implementation processes to ensure timely and successful customer go-lives Oversee the delivery of technical solutions and strategic guidance to customers throughout their onboarding lifecycle Collaborate with the Onboarding and Customer Services leadership and cross-functional teams to define and execute highly scalable customer success strategies. Monitor key performance metrics related to time to live and first value, resource capacity, skills and throughput and customer satisfaction ensuring continuous improvement Establish best practices and frameworks for technical solution delivery and implementation excellence that drive repeatability, scalability and global consistency Ability to effectively manage and mentor across multiple different international locations, including Success Hub(s), with consideration toward different local languages, customs and cultures Serve as an escalation point for complex customer implementation and technical challenges as needed Advocate for customer needs and provide feedback to Product and Engineering teams to enhance platform capabilities Foster a culture of innovation, collaboration, and customer-centricity within the teams Authority to make or influence overall people decisions for the team, including hiring, termination, advancement, promotion, and other status changes Bachelor’s degree or equivalent work experience and education required Proven leadership experience in customer onboarding, customer implementation and/or customer success within a B2B SaaS enviro
Extracted skills: go, artificial intelligence, sales, customer success, cybersecurity, security