POSITION: Senior Director / Vice President of Customer On-boardingREPORTING TO: Co FounderLOCATION: Westwood, Los Angeles CA
About the Role:NuORDER is seeking a proven Customer Onboarding leader to join our team. As the primary advocate for NuORDER's customers during implementation, this is a vital role that impacts the customer experience at the most critical time in their lifecycle. Your mission is to ensure that customers will experience the full power of NuORDER and start seeing value immediately. You will help customers be more successful through discovery, information, and relationship-building. The result of your work will be happy customers, effective implementation, increased customer retention and expansion.
Help drive product roadmap to always improve the customer onboarding & implementation experience
Map out / define customer journey for different customer segments / sizes
Own all on-boarding materials: updating, improving training materials, customer “what to expect”, project management documentation for enterprise
Implement & review customer advocacy - inspire customer success internally & externally
Manage a growing team & customer base; Coach and mentor team members on an ongoing basis
Manage and own all “first touch” customer experiences
Responsible for the overall success of customer onboarding & implementations
Implement necessary processes & systems to manage customers & team
Act as a key contact for Enterprise customers throughout the onboarding stage
Define, track and measure KPIs, project milestones, escalations, etc.
EXPERIENCE: 5-7 years of related experience which includes experience in the following is required:
EDUCATION: BA/BS degree or equivalent
Strong communication and negotiation skills. You know how to work with individuals with differing priorities and you can persuade them to work towards a common goal
Strong and relevant technical background, with the logical ability to troubleshoot complex issues with many moving parts.
Ability to work with minimal supervision
A passion for working with customers & approach everything with a customer-first mindset
Prior experience with Implementation Management role in SaaS B2B
- Software implementation
- PMO - project/program management
- Client relationship management
Competitive salary and stock options
Medical, Dental, and Vision Insurance
NuORDER is a fast-growing, venture-backed startup that has changed the way a $130 billion industry works. NuORDER is e-Commerce for wholesale. We provide a 360-degree solution to help wholesale sellers and their buyers conduct business online in a smarter, more efficient way. The platform is currently home to nearly 800 of the world's top brands in fashion and other verticals. We also have more than 300k buyers who have purchased more than $5B of merchandise using NuORDER.
To date NuORDER has raised $22M+ in funding from top tier investors and industry veterans.
Upfront Ventures (www.upfront.com)
Greycroft Partners (www.greycroft.com)
Creative Artists Agency
Cowboy Ventures (www.cowboy.vc)
Rachel Zoe (www.rachelzoe.com)