Global Director, Customer Onboarding

3 weeks ago

Auckland City, New Zealand Cin7 Full time

Cin7 is a fast-growing global software company that provides solutions for modern-day product sellers. We help these sellers keep track of their inventory at scale, and help them sell their products across multiple sales channels around the world.

Cin7 is expanding very quickly with a mission to become the leading Inventory Management Software brand in the world, and we are looking for a motivated and driven individual to join the team.

**How you’ll make an impact**:
As the Global Director of Customer Onboarding, you will drive the maturation of Cin7's customer onboarding function creating a world class experience for our customers.

Cin7 is expanding very quickly and we have clear instructions from our investors to evolve the Onboarding function. You will be working with a world class Executive team with a passion for growth. Cin7 has a time boxed opportunity to take advantage of a market segment that is growing exponentially. Do you have the grit and tenacity to build a billion dollar company?

Does this sound interesting?

**If so, we're looking for a motivated and driven Onboarding leader who has a clear understanding of the modern approaches to onboarding customers in a SaaS software world, who would love working on the following**:

- Set the overall vision and strategic plan for the Customer Onboarding organization, focusing on providing the most efficient onboarding experience, leading a positive customer experience, and continually improving the onboarding journey.
- Design and improve onboarding processes, procedures, and tools to continually elevate, enhance efficiency and improve Cin7's customer onboarding experience.
- Direct and support regional onboarding managers and teams in 9 geographies (US, EMEA and APAC).
- Engage with key customer users to understand their business and technical goals for using Cin7, and build strong relationships with them.
- Stay engaged with digital and product teams to understand the roadmap and implications for customers.
- Advocate customer business use-cases to product development.
- Define, track, and report on global key performance indicators and customer satisfaction levels, driving outcomes, product adoption and customer experience
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Reduce churn and drive new business growth through greater advocacy and reference ability
- Define and optimize customer lifecycle with the Global VP of Customer Support & Success by driving programs and initiatives to improve onboarding approaches based on customer segmentation and leading a culture of continuous improvement
- Build and lead a world-class team by recruiting and developing the team, creating and implementing company-wide onboarding processes, content and data to/from stakeholder organizations (e,g, Marketing, Sales, Product/Engineering, etc), fostering collaboration, and driving operations practices to track performance
- Work closely with the Global VP of Implementation Services to align on strategies to delight the customer throughout onboarding as the first point of contact past our Sales process.
- Collaborate with the Sales team to ensure there is a smooth customer flow through the Sales cycle and into the onboarding process.
- Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
- This role will be managing teams in 9 geographies around the world

**Here’s what you’ll bring with you**:

- Extensive experience managing an Onboarding and/or Product Support team at a global SaaS software company providing customers with a 24x7 business critical software system.
- Experience building and transforming a fast-growing SaaS company with SMB and mid-market clients.
- Experience with ERP implementations or Inventory Management systems such as TradeGecko, Cin7, Unleashed or DEAR is a bonus, as is experience with Xero, QuickBooks and other financial software.
- Full proficiency in the LEAN methodology and modern processes necessary to operate an Onboarding function in a global SaaS Software company preferred
- Proven success in building out a global Onboarding team with the skills needed to drive successful customer onboarding.
- Superior problem solving and resolution skills to solve challenges during the customer lifecycle in order to instill trust and account growth from our customers.
- The ability to create the framework and processes that will enable the Onboarding team to maximize time to value and overall value creation for the customer.
- An understanding that listening to your customers is the key to establishing strong relationships.
- Experience scoping clarity or handling go-live

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