About Our Client

Our client is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. They help their customers through a full suite of venue management features, including ticketing, point-of-sale, CRM, self-serve kiosks, memberships, digital waivers, and more. They are a fast-growing global company with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks - just to name a few!
 

About the Role

Our client is seeking an innovative, experienced, strategic, and highly effective leader to join our team as Head of Customer Onboarding & Training to manage the technical implementation, platform configuration, and integrations for new customers. The Customer Training & Implementation team is also responsible for preparing and training our customers to leverage all of the features in our software offering, from booking management, and marketing, to setting up point-of-sale software and hardware.

The ideal candidate will have a strong background in customer onboarding and training, with specific experience managing an organization that implements software with prior experience leading an onboarding or implementation function for a highly technical product. You will have had experience designing and implementing effective processes at scale and developing omni-channel training programs (e.g.; webinars; 1:1 zoom calls; in-person; etc.). With a minimum of 10 years of hands-on experience in the customer success domain, including at least 5 years in a leadership capacity, the successful candidate will play a critical role in ensuring all of our customers begin their journey with a successful implementation.

What You’ll Do

• Strategic Leadership: Develop and execute a strategic vision for the customer training & implementation organization, aligning with the overall company objectives.
• Process Design: Design and implement efficient and scalable processes to not only implement our platform, but train technical and non-technical users on how to use, manage, and maintain it.
• Ongoing Customer Training: Create ongoing training programs that help to drive future product adoption and deflect support tickets.
• Continuous Improvement: Improve productivity by highlighting deficiencies and recommending changes to tools, processes, reporting, and employee engagement.
• Develop a Performance-Based Culture: Drive a culture of execution and speed to deployment, while maintaining the highest level of quality and customer service.
• Customer Experience Optimization: Drive initiatives to enhance the overall customer experience through effective customer interactions and operations.
• Technical Expertise: Develop a team of technical experts through hiring and ongoing training of staff to ensure they are the most knowledgeable resources.
• Cross-Functional Collaboration: Collaborate with other departments to ensure a seamless flow of information and feedback, contributing to continuous improvement.
• Product Alignment: Establish a process with the Product Organization to provide feedback from prior implementation engagements and also ensure your team and processes are up to date on all new features in the roadmap.
• Metrics and Reporting: Establish key performance indicators (KPIs) and regularly report on the performance of the support organization, identifying areas for improvement.

About You

You are an entrepreneurial and innovative leader with a proven track record of success in customer success, customer support, and/or onboarding operations. With a minimum of 5 years of implementation or onboarding experience, including at least 5 years in a leadership role overseeing customer success or onboarding organizations, you bring a wealth of knowledge to the table. Your strategic mindset allows you to develop and execute a vision for the customer training and implementation organization that aligns seamlessly with the overall company objectives. Your expertise lies in designing and implementing efficient processes to address both technical and non-technical customer profiles.

• You bring 10+ years of customer success, customer support, and/or onboarding experience.
• 5+ years in a people leadership role overseeing global customer success organizations.
• Proven track record of designing and implementing onboarding and implementation processes for technical products.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Experience in developing customer-facing training programs