Customer Onboarding Director
hace 4 semanas
At Bind, we're revolutionizing the way small businesses thrive in Mexico. As a Customer Onboarding Manager, you'll play a crucial role in ensuring our customers seamlessly integrate into our Bind ERP ecosystem.
**Key Responsibilities:**
1. Leadership: Foster a high-performing onboarding team, promoting collaboration and excellence.
2. Training Development: Design and deploy comprehensive training strategies for internal team members and customers, leveraging COPC and Lean Six Sigma frameworks.
3. Operational Efficiency: Streamline and optimize the onboarding process to reduce Time to Value (TTV) and increase Activation Criteria.
4. Quality Control: Implement robust quality control systems to consistently achieve predetermined KPIs.
5. Customer Retention: Drive customer-centric initiatives to reduce Churn Rate and augment Net Promoter Score (NPS).
6. Process Improvement: Utilize technology to enhance transparency and effectiveness in the onboarding process.
***Requirements:**
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 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.
**What We Offer:**
1. Purposeful Impact: Contribute to creating a more prosperous Mexico by empowering SMEs through exceptional technology and service.
2. Dynamic Work Environment: Work in a 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 tackling new challenges and contributing to our social purpose.
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