Director of Customer Onboarding & Support, OpenAsset

• 5+ years experience in customer onboarding, customer success, or related roles, with at least 1-2+ years in SaaS leadership (People Management)
• Familiarity with SaaS analytics platforms, customer success software, product usage tracking tools
• Comfortable with the process of managing plug and play integration tools and discussing the flow of data between systems in a way that enables you clearly articulate technical concepts
• Skilled in using CSPs, Onboarding or other software to manage complex projects and ensure successful onboarding outcomes
• Experience designing and implementing effective onboarding strategies and processes that promote customer success and value realization
• Strong skills in inspiring, coaching, and developing high-performing, customer-focused teams with a hands-on, collaborative approach
• Strong empathy for customers combined with a passion for growth, revenue, and understanding value drivers in recurring revenue models
• Excellent presentation and communication skills, with the ability to influence senior stakeholders internally and externally
• Analytical and process-oriented, with a demonstrated commitment to continuous learning, personal growth, and improvement

Desirable

• We are looking for a New York City based Director, Customer Onboarding & Support to join our talented, dynamic, and rapidly growing global team
• The Director of Customer Onboarding & Support is a key stakeholder in the Customer Success Org, playing a pivotal role in driving the onboarding, activation, and continuous support of our customers
• You’ll be responsible for managing and coaching the Managers that lead our Customer Onboarding/Implementation and Support Teams which are made up of skilled Implementation Managers that serve as project managers and product experts, as well as technical Support Engineers
• Reporting directly to the VP, Customer Success & Growth you’ll be responsible for shaping our onboarding journey, from the first customer interaction to full adoption and integration of our product into client workflows
• With a focus on time to value (TTV), you’ll develop and implement strategies that accelerate product adoption and enable our clients to unlock key activation milestones that drive long-term customer success at all points in the customer lifecycle
• Working closely with OpenAsset’s Customer Success and Account Management leaders, you will align your team’s strategies and workflows with key initiatives that drive upsell and renewal strategies, expanding use of OpenAsset across the client base
• As a leader, you will be able to translate those strategies into effective directions for your team; working alongside them to successfully execute programs that provide a high quality customer experience
• Accelerate Time to Value: Optimize existing processes and implement new ones that focus on increasing value, promoting high product adoption, and helping customers achieve desired outcomes quickly with OpenAsset’s key features
• Reporting & Insights: Set and track KPIs related to time to value, product adoption, and customer satisfaction, reporting these metrics to executive leadership
• Exceptional Customer Experience: Ensure each interaction with the Onboarding and Support Teams provides a top-tier value-focused customer experience, establishing a strong foundation for long-term success
• Cross-Functional Partnership: Collaborate with Product, Engineering, Sales, Marketing, and Customer Success teams to support the smooth integration of OpenAsset solutions and optimize resources for customer outcomes
• Team Leadership & Development: Work with team Managers to build, mentor, and lead high-performing Onboarding and Support Teams with a customer-first focus on measurable outcomes
• Client Services: Expand OpenAsset’s Professional Services function to best support the ongoing needs of our client base for implementation, custom configurations, and best practice advisory services