Customer Onboarding Lead

Role & responsibilities

• Develop and Implement Customer Success Strategies: Lead the development and execution of customer success strategies aligned with company goals. Define targets, establish processes, and implement policies while tracking key metrics to gauge team success.
• Drive Customer Satisfaction and Retention: Collaborate closely with teams to anticipate and address customer needs, ensuring proactive resolution of issues. Develop and deploy customer loyalty initiatives to promote repeat business and enhance retention rates.
• Recruit and Train Customer Onboarding Professionals: Build and nurture a high-performing team focused on exceeding revenue expectations. Provide clear expectations, coaching, and support to ensure customer needs are met and exceeded consistently.
• Data-Driven Decision Making: Analyze customer data and metrics to identify improvement opportunities and monitor progress towards goals. Utilize insights to optimize team performance and enhance the onboarding process continuously.
• Collaborate Across Departments: Work closely with sales, marketing, and product teams to align strategies and enhance overall customer experience. Contribute to customer outreach efforts, gather feedback, and share insights to drive continuous improvement.

Requirements:

• Experience: 2-3 years of customer-facing experience in revenue-focused environments, preferably in CPaaS solutioning.
• Technical Proficiency: Ability to understand and articulate technical concepts, troubleshoot issues, and collaborate effectively with sales and product teams.
• Leadership Skills: Demonstrated experience in team leadership, including goal setting, coaching, feedback delivery, and performance tracking.
• Communication Skills: Excellent verbal and written communication skills to engage effectively with customers, team members, and stakeholders.
• Analytical Skills: Strong proficiency in data analysis, utilizing metrics to drive decisions, optimize performance, and identify areas for enhancement.