The Customer Onboarding Director is a member of the Customer Success Department and oversees a 4-6 person group dedicated to ensuring an optimal experience for our customers within the first phase of their Numerator partnership.
Responsibilities:
○ Enable the team to drive realized value and adoption, while setting measurable goals to ensure long-term success
○ Inspect that critical milestones are being hit across all Numerator solutions during the Onboarding phase and manage the score carding process for assessing initial risk
○ Act as a customer advocate to inform Product, Operations, Sales, and the rest of Customer Success of common themes, successes, and challenges with initial set up, adoption, and product/solution feedback
○ Oversee the confirmation and deployment of foundational customer use cases, as well as the documentation of client impact stories
○ Build scale and service level agreements for expanding our reach and impact with customers from day one
○ Collaborate with Client Directors, Sales Directors, and Engagement Managers to build and execute components of the Account Plan and Customer Success Plan
○ Enhance the overall onboarding lifecycle phase for our customers by ensuring we validate and exceed expectations
○ Assist with driving the creation of content of our Help Center in terms of what great onboarding looks like
• Bachelor's or Master's degree with at least 5 years of relevant experience; Prior management experience is a plus
• Desired CPG experience in Brand Marketing, Market Research, Category Management, and/or Shopper & Consumer Insights roles, or experience as a service provider to these functions
• Understanding of both syndicated and household panel date (Nielsen and/or IRI)
• Working knowledge of enterprise software applications and services designed for the retail and consumer goods industries is highly valued (e.g., Nielsen, IRI, NPD, Dunnhumby)
• Working knowledge of Business Intelligence software such as Microstrategy, Tableau, QlikView, or Business Objects
• Expertise with one or more of Numerator's products is advantageous
• Strong track record of leading and mentoring a team, with an ability to articulate objectives, goals, and intended outcomes
• Skilled at developing relationships with clients to become a trusted and value-added business partner
• Excellent oral and written communication skills
• Strong presentation skills, particularly with training customers in a technological area
• Strong project management skills and the ability to easily walk people through an entire process, step by step, and create a story to increase understanding of the data
• Proven analytic skills: conceptualizing, analyzing, deriving insights from data, and designing an execution plan to achieve success on our platform
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.