Head of Onboarding – Director/VP level

🕒 Maio 25

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Second Nature

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2012

☁️ SaaS

🏠 Imobiliário

🤝 B2B

💰 $16.399.999 Series C em 2020-03

SaaS • Real Estate • B2B

Second Nature é uma Plataforma de Experiência do Residente que ajuda administradores de propriedades a personalizar e automatizar a integração e benefícios dos residentes. Seu software combina Integração de Residentes, Pacotes Personalizáveis de Benefícios para Residentes e um mecanismo de orquestração chamado Maestro para otimizar contratos de locação, tarefas de mudança, construção de crédito, seguro de locatários, serviços públicos e outros serviços para residentes. Disponibilizada como uma plataforma em nuvem para empresas de gestão de propriedades, a Second Nature visa melhorar a retenção de residentes, reduzir inadimplências e custos de manutenção, e aumentar a eficiência operacional.

Descrição

• Develop and implement a best-in-class onboarding strategy that aligns with company objectives and customer success metrics • Identify and refine onboarding workflows to increase efficiency, reduce time-to-value, and improve customer experience • Work closely with Sales, Product, Customer Success, and Support teams to ensure seamless customer transitions and alignment on goals • Design scalable, yet tailored onboarding programs for different customer segments, ensuring proactive engagement and early adoption of key features • Leverage automation and technology to scale onboarding efforts while maintaining a personalized touch • Establish and monitor key performance indicators (KPIs) such as time-to-value, activation rates, and customer satisfaction • Recruit, mentor, and develop a high-performing onboarding team, fostering a culture of excellence and continuous improvement • Gather feedback from new customers to identify pain points and drive improvements in the onboarding experience

🎯 Requisitos

• 5–7 years of experience leading onboarding, process improvement, or customer success operations, with a proven track record of scaling departments • 3+ years of experience directly managing and developing high-performing teams, with an emphasis on mentorship and career pathing • Deep expertise in designing and deploying scalable implementation frameworks that reduce "time-to-value" for complex enterprise clients

🏖️ Benefícios

• Health First: Medical, Dental, Vision, Life Insurance, & 401K Plan • Flexibility: Open PTO and sick days • The Product: Beyond the awards and 5-star reviews, our clients and customers love what they can do with the world’s first Resident Experience Platform • Diverse, Inclusive Culture: We embrace employees from all backgrounds with openness and respect • Training: A supportive team to help you grow your career and unlock your full potential • Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category