Credgenics - Associate Director/Director - Implementation (5-8 yrs)

- We are seeking a strategic, experienced professional to lead our Onboarding and Implementation team.

- This role will be critical in ensuring smooth end-to-end customer onboarding, driving successful implementation of our solutions, and delivering impactful training to our clients.

- As a member of this team, you'll have the opportunity to shape processes, set standards, and build a team to support our growing customer base.

What you'll be doing:

- Team Setup: Establish the onboarding and implementation function, including designing processes, building tools, and hiring team members as the function scales.

- Customer Onboarding: Lead end-to-end onboarding of new clients, ensuring a seamless and positive start to their journey with Credgenics.

- Implementation Management: Oversee the deployment and configuration of Credgenics' solutions, coordinating closely with cross-functional teams to ensure timelines, quality, and customer requirements are met.

- Training & Enablement: Develop comprehensive training programs for new customers, ensuring they are well-equipped to utilize our platform to its full potential.

- Process Optimization: Design and implement best practices for onboarding and training to optimize the customer journey, ensuring high satisfaction and low churn.

- Cross-functional Collaboration: Work closely with Product, Customer Success, and Engineering teams to ensure customer feedback is incorporated into our product roadmap and that customer issues are resolved promptly.

- Performance Metrics: Define and track key performance indicators (KPIs) related to onboarding time, customer satisfaction, training completion rates, and implementation success, continuously improving processes based on metrics and feedback.

- Learning & Development for Internal Employees: Be the inhouse product experts and support the learning and development needs of internal employees, ensuring they are proficient in the tools and solutions we provide.

What we're looking for:

Experience:

- 5-8 years of experience in onboarding, implementation, or customer success roles, ideally in a B2B SaaS or technology-driven environment

Technical Aptitude:

- Ability to understand and communicate technical aspects of the platform to customers and internal teams, ensuring alignment between their needs and our solutions.

Customer-Centric Mindset:

- Strong customer orientation with a demonstrated ability to foster relationships and drive engagement.

Project Management Skills:

- Proven experience managing complex, cross-functional projects, with strong attention to detail and time management skills.

Leadership Skills:

- Ability to recruit, lead, and mentor a high-performing team in a fast-paced, evolving environment.

Analytical and Problem-Solving Abilities:

- Ability to analyze customer needs, foresee potential challenges, and proactively develop solutions.

Communication Skills:

- Excellent verbal and written communication skills, with an ability to effectively present to stakeholders and executive-level clients.

Learning & Development Expertise:

- Proven experience in designing and developing training content, especially around technical or product knowledge, for internal teams.

Preferred Qualifications:

- Experience in the BFSI sector or working on SaaS platforms for the financial services industry

- Prior experience setting up an onboarding or implementation team from scratch