Head of Onboarding, Delivery, and Support

April 26

CommerceIQ

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Omnichannel Management Platform

51 - 200

💰 $115M Series D on 2022-03

Description

• As the Head of Onboarding, Delivery, and Support, you will lead our efforts to ensure that clients experience seamless integration and effective utilization of our products. You will manage and consolidate a currently decentralized team into a single, high-performing unit dedicated to client success, from the initial stages of onboarding through ongoing support and service delivery. Your role is critical in driving customer satisfaction, retention, and product enhancement. • Drive the integration of team processes and communication to create a cohesive and effective unit. • Lead, motivate, and develop a high-performing team across the onboarding, delivery, and support departments, consolidating decentralized team members into a unified group. • Establish clear team goals and KPIs, ensuring alignment with the company’s strategic objectives. • Oversee the onboarding process for new clients, ensuring a smooth transition and setup of our SaaS solutions. • Develop customized onboarding strategies that cater to the unique needs of each client segment, facilitating faster adoption and onboarding NPS>70. • Ensure the delivery of high-quality ongoing services that meet or exceed client expectations. • Coordinate with cross-functional teams, including product management and sales, to streamline service delivery and resolve any issues promptly. • Lead the support team in providing exceptional service, resolving client issues swiftly and effectively. • Implement best practices in customer support, leveraging tools and technologies to enhance service efficiency and client communication. • Regularly review and enhance existing processes and systems to boost efficiency, scalability, and client satisfaction. • Gather and analyze customer feedback to inform product improvements and support strategies.

Requirements

• Bachelor’s or Master’s degree in Business Administration, Information Technology, or related field • 8+ years of proven experience in a leadership role within customer success, technical support, or related field in a SaaS or e-commerce environment • Strong understanding of e-commerce platforms, digital marketing, and retail dynamics • Excellent communication, interpersonal, and leadership skills • Demonstrated ability to manage and inspire teams to achieve excellence • Experience with CRM and support software

Benefits

• Highly competitive pay, benefits, and early stage stock options • Unlimited PTO and seven paid company holidays • Work from home benefits including flex WFH hours and home office set-up reimbursement • Monthly cell phone, internet, and gym/fitness reimbursement • Comprehensive health, dental, vision, and life insurance benefits • 401K plan, FSA, and HSA programs • Long-term and short-term disability