Senior Manager, Small Business Onboarding

Why BirdEye

As the Director, Small Business Onboarding for Birdeye (a SaaS product), you will be responsible for an exceptional onboarding experience for our global customers across the small business segment. Your primary focus will be to ensure that all new purchases are effectively and efficiently onboarded, trained, and supported to maximize their success and satisfaction with our product. This role requires a deep understanding of customer needs, strong leadership skills, process improvement, and the ability to collaborate across teams to deliver a world-class onboarding experience.

Note: Implementation is a key part of the customer journey and we have very high expectations from this team including high volume adoption and retention.

As the Senior Manager of Small Business Onboarding for Birdeye (a SaaS product), you will be accountable for delivering a seamless and exceptional onboarding experience for our global small business customers. Your main objective will be to ensure that all new customers are effectively onboarded, trained, and supported, maximizing their success and satisfaction with our product. This role demands a keen understanding of customer needs, strong leadership skills, process optimization, and cross-functional collaboration to create a top-tier onboarding experience. Note: Implementation is a crucial stage of the customer journey, with high expectations for this team in terms of adoption and retention.

Project Management:

• Plan, execute, and monitor onboarding projects to ensure timely throughput for all small business clients.
• Proactively identify and address risks, issues, and dependencies affecting team performance.

Team Leadership:

• Build and lead a high-performing implementation team, providing guidance, coaching, and support.
• Foster a collaborative and inclusive team culture that encourages innovation, accountability, and continuous growth.

Cross-Functional Collaboration:

• Partner closely with sales, customer success, and other departments to align implementation efforts with strategic goals.
• Facilitate effective communication and coordination among stakeholders to ensure smooth execution of improvement initiatives.
• Collaborate with business applications and product teams to drive customer self-service enhancements.

Quality Assurance:

• Enforce quality standards, ensuring best practices are upheld throughout the implementation process.
• Conduct regular reviews and evaluations to assess the effectiveness of implemented solutions and identify areas for improvement.

Resource Management:

• Optimize resource utilization to balance competing demands, enhancing team productivity and efficiency.

• 3 year of onboarding leadership experience in a SaaS company
• 5-7 years of experience in CS/onboarding overall
• Proven record of performance leading high volume implementation operation