We’re here to ensure the advertising industry and the people in it are healthy and engaging positively and effectively with those around them. We’re here, ultimately, to improve the lives of people working in the media industry. And we take our responsibility seriously.
 

ABOUT THE ROLE                                                   

The VP, Customer Onboarding is responsible for leading the successful implementation of Basis across enterprise customers as it relates to platform installation, adoption, training and support. This position will be responsible for developing and managing a cross-regional team to flawlessly execute the Centro Onboarding Program across a portfolio of customers. The VP will also be responsible for ensuring the onboarding team operates from a comprehensive set of processes and implementation standards that ensure customers successfully adopt Basis across their organizations.

Individuals in this position will work closely with sales and various internal teams across Centro to facilitate a seamless customer experience throughout the implementation and onboarding process. This includes identification of customer needs, requirements and training priorities.  Persons in this role must be proficient with Basis, have strong digital media and programmatic skills, and effectively lead organizational change management.

 
CORE RESPONSIBILITIES

• Lead all aspects of the Basis onboarding program from identification of customer needs (RFI) to implementation of the platform (installation) and usage across the team (adoption)
• Partner with senior clients within the customer organization to understand their business need for Basis and desired results, integration requirements, accounts/clients, team structure, preferred training timeline and change management approach
• Synthesize customer intake information into customer onboarding plans/journeys
• Create the templates and framework for onboarding plans, training modules and all necessary supporting materials inclusive of:
  • Onboarding and implementation timelines
  • Change management communication plans
  • Customer training plans and module sequences for in-person and self-directed learning
  • Post implementation training support and resources
  • Customer milestone benchmarks and KPIs
• Development of post implementation learning progression plans to facilitate the education and training needs of each customer/customer journey to support full platform adoption and usage
• Guide the onboarding team to be the customer advocate during the first 90-120 days of their onboarding or until they achieve adoption and spending milestones
• Partner closely with customer success managers to seamlessly transition customers from onboarding to nurturing
• Create and support a customer centric learning environment with the willingness to be flexible and customize programs when needed
• Oversee a team of cross-regional onboarding specialists ensuring consistency with implementation, training and servicing approaches
• Support and positively contribute to Centro’s culture

QUALIFICATIONS

• Advanced skills and/or experience with the following:
  • Digital media strategy
  • Programmatic media/working within DSPs
  • Software implementation or installation within large organizations
• High degree of comfort working with senior-level clients to understand implementation needs with the ability to translate into onboarding plans
• Experience developing and leading onboarding and training programs
• Exceptional client servicing skills with the ability to translate complex concepts in an easy to understand manner
• Prior experience creating and implementing processes and frameworks that support consistency while providing for flexibility to deliver customized solutions when needed
• Proven ability to effectively manage teams with a high degree of success as measured by strong team performance and low attrition among team members
• Ability to balance workloads across the team/regions while closely collaborating with sales to understand future opportunities and workforce planning implications
• 10+ years of experience in AdTech, MarTech, SaaS or enterprise software
• Thrive in a fast-paced, performance-oriented environment
• Willingness to travel up to 35% of time

Centro is an Equal Opportunity Employer. We respect and support an inclusive workplace diverse in thought, perspective and culture. We celebrate all team members regardless of gender/identity, sexual orientation, race or cultural background, religion, physical disability and age. We are better together.