Associate Director of Customer Onboarding Professional

We are seeking a highly motivated and experienced professional to join our team as an Associate Director of Customer Onboarding.

In this role, you will play a critical part in ensuring our customers have a smooth and successful experience implementing our software solutions.

You will be a trusted advisor and project manager, guiding customers from initial onboarding through to ongoing adoption and value realization.

• Independently manage the complete onboarding lifecycle for a portfolio of customers, serving as the primary point of contact, technical program manager, and project manager.
• Develop and maintain deep expertise in software products, understanding the customer journey, business value propositions, and underlying architecture.
• Develop and execute comprehensive project plans, ensuring timely completion of key milestones and deliverables while aligning with customer objectives.
• Adhere to industry-leading project management methodologies, meticulously managing schedules and budgets. Proactively identify, assess, and mitigate risks through rigorous risk management tracking and techniques, demonstrating exceptional organizational, communication, and problem-solving skills.
• Manage and produce key project documents, including kickoff decks, customer journey maps, status reports, issue and risk logs, User Acceptance Testing (UAT) plans, training decks, and change orders, ensuring clarity and alignment throughout the project.
• Produce comprehensive technical and product documentation that clearly defines customer requirements and solution designs, working closely with customer IT and engineering development teams to ensure accuracy and completeness.
• Deliver engaging product demonstrations, tailored training sessions, and interactive workshops to equip customers with the knowledge and skills necessary to maximize platform utilization.
• Offer continuous support and guidance to customers, promptly addressing inquiries and resolving issues to ensure a seamless onboarding experience.
• Proactively identify and escalate potential risks or roadblocks, collaborating with internal teams to implement effective solutions and maintain project momentum.
• Actively participate in the development and refinement of onboarding best practices and methodologies, driving continuous improvement and enhancing the overall customer experience.

• As an Associate Director of Customer Onboarding, you will be responsible for overseeing the onboarding process for a larger portfolio of customers, ensuring consistent quality and customer satisfaction.
• Conduct regular check-ins with customers to assess satisfaction and identify areas for improvement.
• Collaborate with internal teams (e.g., Sales, Product Management, and Engineering) to ensure alignment and effective customer support.
• Depending on the company's growth, you will be poised to build and manage a high-performing team of technical program managers that aligns to the global standard, providing coaching, mentorship, and performance feedback.

• Customer-centric: You are passionate about delivering exceptional customer experiences and building strong relationships.
• Results-oriented: You are driven to achieve goals and consistently exceed expectations.
• Problem-solver: You are adept at identifying and resolving complex issues, both independently and collaboratively.
• Team player: You thrive in a collaborative environment and enjoy working with others to achieve shared goals.
• Adaptable: You are comfortable working in a fast-paced, dynamic environment and can effectively manage multiple priorities.
• Excellent communicator: You possess strong written and verbal communication skills, with the ability to effectively convey technical information to both technical and non-technical audiences.