Customer Onboarding Manager

hace 2 semanas

Monterrey, México BIND A tiempo completo

Small businesses are the backbone of the Mexican economy and Bind is helping them thrive, with technology. We want to change the game for small businesses by offering them better tools and information that fuels their growth and competitiveness.

**Job Overview**:
As a Customer Onboarding Manager, your primary focus will be facilitating the seamless integration of our customers into our Bind ERP ecosystem. This crucial role requires a unique blend of strategic foresight and operational excellence. Your core responsibility will be to ensure our customers rapidly recognize the benefits of our platform and build a habitual, value-driven engagement, ultimately culminating in service renewals.

**Key Responsibilities**:
1. Leadership: Inspire and mentor the onboarding team, promoting a culture of collaboration and high performance.

2. Training Development: Design and deploy comprehensive training strategies for both internal team members and customers, utilizing COPC and Lean Six Sigma frameworks to foster efficiency and continual optimization.

3. Operational Efficiency: Work towards reducing Time to Value (TTV) and increasing Activation Criteria through streamlined and consistent onboarding.

4. Quality Control: Implement robust quality control and assessment systems to reduce variability in execution and consistently achieve predetermined KPIs.

5. Customer Retention: Strive to reduce Churn Rate and augment Net Promoter Score (NPS) through customer-centric initiatives.

6. Process Improvement: Leverage technology to enhance the transparency and effectiveness of the onboarding process.

***Basic Qualifications**:

- Prior leadership experience in a similar capacity within the SaaS sector.
- Comprehensive understanding of customer service principles and best practices.
- Proficiency in CRM software, Hubspot experience is a plus.
- Familiarity with COPC and Lean Six Sigma methodologies.

**Preferred Qualifications**:

- Demonstrated aptitude for data-driven decision-making and problem-solving.
- Exceptional interpersonal and communication skills.
- Proficiency in utilizing technological tools for process optimization
- Ability to incorporate customer insights into decision-making processes, driven by a data-oriented mindset.

**Education and Skills**
Business Administration, Accounting, Finance, Systems Engineering, Exact Sciences, or related fields.

(A Master's degree is desirable but not mandatory)

(Proficiency in English is preferred.)

**Work Experience**: A minimum of 5 years' experience in Customer Centric roles, with at least 2 years of managerial experience leading teams.

**What We Offer**:
1. Purposeful Impact: Embark on our mission to create a more prosperous Mexico by empowering SMEs through exceptional technology and service.

2. Dynamic Work Environment: Work in a dynamic, collaborative environment that nurtures creativity, personal growth, and commitment to professional ethics and excellence.

3. Growth and Contribution: Grow professionally in a culture that values every individual and idea, offering collaborative spaces for you to tackle new challenges and directly contribute to our social purpose - supporting the growth and development of our SME clients.

If you are interested and meet the profile, do not miss this great opportunity to belong to a transnational startup, with exponential growth.

Join us and help shape the future of SMEs in Mexico with Bind ERP

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