What are the responsibilities and job description for the Director, Onboarding position at Ruby Receptionists HQ?
Overview
The Director, Onboarding is critical to driving Ruby’s Customer Success department toward our primary goal of maximizing customer lifetime value. Onboarding is arguably the most important phase of the customer lifecycle, and the Director, Onboarding is responsible for maintaining the standards necessary to build a foundation ensuring our customers’ long-term success.
You will be responsible for developing the predictability of the Onboarding process to drive efficiency and growth, while doing what’s best for Ruby’s Customers. The ideal candidate is an expert on all things process- and productivity-related, who thrives in a fast-paced high-volume environment with a skill to influence cross-functionally.
This position will report to the VP, Customer Success and can be located from one of our offices in the Portland, OR or Kansas City, MO metro area, or fully remote (state-dependent.)
What You’ll Be Accountable For
- Lead and manage all aspects of the customer Onboarding process including KPI definition, and process, infrastructure, and program evaluation to build a best-in-class onboarding experience for customers.
- Work cross-functionally with leaders from sales to customer success to define and drive operational requirements and efficiencies for the Onboarding process.
- Maximize customer LTV through studying, evaluating, and re-designing processes, establish service metrics, monitor, and analyze results, and implement changes where needed.
- Lead, inspire, and develop the Ruby Onboarding team to ensure ownership and accountability, skills development, and alignment throughout the customer lifecycle.
- Serve as a mentor, coach, and escalation point for Onboarding Specialists in a customer- and people-first environment.
- Identify opportunities to maximize customer value both during and after the onboarding experience via new and innovative methods you test and deploy.
- Ensure collaboration, compliance, and streamlined execution of Ruby’s Onboarding requirements working closely with sales and customer success teams.
- Identify key issues, structure problems, and develop resolutions.
Your Work DNA
- A master of Customer Onboarding processes in a fast-paced SaaS environment, you have a deep curiosity about customers and thrive in knowing that you are able to help them reach their desired outcomes.
- You love being in control of your own destiny and realize there is no room for excuses when it comes to achieving a specific outcome – you thrive in an environment where goals are clearly laid out and are overcome with immense satisfaction when you achieve them.
- A strong leader, you never let an opportunity to incent, inspire, and empower your team pass by.
- You are skilled in diplomacy and tact and are comfortable conversing with professionals of all walks of life in order to achieve desired results, while staying true to Ruby’s core values.
- You love the fast-paced environment of a growth-stage company, and possess a scrappy, hands-on, roll-up-your-sleeves approach.
- You understand the impact that your work has on others. You operate with integrity, honesty, and take care to be fair and equitable, whether relying on established guidelines or your own moral compass.
- You’re a fast learner; comfortable with new technologies, concepts, and processes.
Your Background
- 6+ years of experience in leading the Onboarding or Implementation function within Technology or Services company. Experience with Small business customers a plus!
- Proven track record of establishing and fostering cross-functional alignment across departments
- Proven track record of leveraging data to analyze results and make data-driven decisions to identify and implement new opportunities to drive customer success
- Strong project and process management including the ability to independently identify areas of opportunity and implement resolution strategies
- Approaches conflicts as opportunities and able to bring structure to fast-paced and changing environments
- Able to identify barriers to successful Onboarding and business initiatives with capability to work closely to guide Onboarding team to overcome obstacles
- Passionate about helping SMBs grow their business in a customer-obsessed environment
- Proficient in SalesForce and comfortable with new technologies
Work Environment
Work takes place in an open office setting although we’re all working from home for now. It requires the ability to sit/stand and work at a computer for extended periods of time and communicate effectively with a diverse audience in person, by phone and by computer. This position may travel between office sites occasionally.