Director of Customer Onboarding, DoorLoop
Office located in Miami Beach, FL
Rental property management software
Job no longer available
Rental property management software
21-100 employees
Job no longer available
Office located in Miami Beach, FL
21-100 employees
Company mission
DoorLoop’s mission is to help millions of owners and property managers worldwide by providing an easy and affordable software to manage rentals, collect rent, and grow portfolios.
Role
Who you are
- Bachelor’s degree in Business, Marketing, or a related field; Master’s degree is a plus
- 7+ years of experience in customer onboarding or customer success, with a minimum of 3+ years in a leadership role
- Proven track record of managing onboarding and implementation teams in a SaaS environment, with demonstrated success in achieving strong product adoption
- Experience designing scalable onboarding processes that blend high-touch and automated approaches
- Strong project management skills, with experience managing complex customer implementations and implementations at scale
- Excellent communication and leadership skills, with the ability to influence cross-functional teams and effectively roll out changes
- Data-driven mindset with experience using KPIs to continuously improve customer onboarding performance
What the job involves
- DoorLoop is seeking a Director of Customer Onboarding to lead the development and execution of an innovative implementation and onboarding strategy
- This role is responsible for ensuring that customers achieve their “aha moments” quickly and realize immediate value from our platform
- Focusing most of their efforts on the build and delivery of strategy by segment, the Director will also oversee a team of Customer Onboarding Managers, who will manage the Onboarding Specialists
- The Onboarding Specialists will leverage a mix of 1:many approaches (e.g., product tours, webinars, training videos) and 1:1 approaches to ensure a seamless customer onboarding experience
- Additionally, the Director will manage the Implementation Team, ensuring smooth and effective setup and configuration for all new customers
- Onboarding Strategy Development: Design and implement a scalable onboarding strategy that includes both 1:many and 1:1 customer engagement approaches, ensuring rapid time-to-value and strong product adoption
- Team Leadership: Lead, mentor, and grow a team of Onboarding Managers and Implementation specialists, ensuring high performance and continuous improvement
- Customer Value Realization: Focus on reducing time-to-value by ensuring customers hit key milestones (“aha moments”) early in their journey. Work with the Customer Operations team to implement processes driven by these milestones
- Multi-Channel Training Approaches: Develop a range of onboarding tools including product tours, webinars, video tutorials, and written documentation to support customer onboarding at scale
- Implementation Oversight: Manage the Implementation Team to ensure smooth technical setup and data migration, ensuring customer readiness from the start. Ensure that speed to activation is forefront of the work here
- Cross-Functional Collaboration: Collaborate closely with Customer Success and Sales teams to align onboarding efforts with product releases and customer needs. Establish a robust feedback loop with all functions to ensure the necessary support for achieving desired outcomes
- Product Collaboration: Collaborate extensively with our Product Management team to structure the DoorLoop platform to drive high engagement and initial product adoption
- Performance Metrics: Track key performance indicators (KPIs) such as time-to-value, churn rates, engagement rates, “aha moments,” and NPS, continuously optimizing onboarding processes based on data-driven insights
- Customer Feedback Loop: Collect feedback throughout the onboarding process and work with product and customer-facing teams to continuously improve the onboarding experience
Our take
Thanks to a push for innovation in the real estate sector, property management software has developed into quite a crowded market. DoorLoop is a relatively new entrant competing against long-time players like AppFolio, RealPage, and Yardi. It’s what makes DoorLoop’s rapid growth quite so remarkable - the software has been taken up by tens of thousands of customers worldwide since its public launch in 2021.
Compared to DoorLoop, older incumbents are failing to meet the kind of onboarding efficiency that customers expect, as well as providing fewer integrations and a lower standard of customer service. DoorLoop's flexibility and responsiveness in particular has been well-received by its customers.
DoorLoop closed a Series A funding round in 2022 led by Alpine Software Group. Currently targeting the mid-sized property management market of customers who manage up to 10,000 units, it is planning to boost its brand recognition to lure larger customers away from its rivals. It is also planning to double its headcount and expand internationally to further grow its market share.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Many candidates hear
back within 2 weeks
161% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Oct 2024
$100m
SERIES B
Aug 2024
$20m
SERIES A
Total funding: $130m
Company benefits
- Unlimited time off with unlimited personal, vacation, and sick days
- No dress code, strict rules, or "policies"
- For those working in our Miami office - Work on Lincoln Road, the most vibrant and energetic street worldwide with tons of great restaurants and activities, walking distance from the beach!
- Great equipment from ergonomic chairs, stand-up desks, Mac or PC laptops; whatever makes you more comfortable & efficient
- 401k with 4% matching. No time delays & no vesting schedules. Enroll and keep all money on day 1
- Health insurance reimbursement of $200 per month, or $400 if you have a dependent (children, etc...) to any plan you want!
- Get paid with Gusto payroll - Split paychecks between different bank accounts, save money automatically towards a travel or emergency fund. Get a high-interest savings account, free payroll advances, and more
- Company expense card and monthly stipend for any business related expenses
- World class training program that generated millions in revenue across our two previous successful companies that were acquired
- Monthly classes from our co-founders on how to invest your money in a diversified portfolio of real estate, stocks, IRA, 529 Plans, and more
Company HQ
Flamingo / Lummus, Miami Beach, FL
Articles
Leadership
David Bitton
(CMO)As a 5X entrepreneur and best-selling author, David’s bringing his knowledge of real estate and technology to DoorLoop after co-founding a legal CRM software that was acquired.
Ori Tamuz
(CEO)Ori, a real estate investor himself, has co-founded and sold two highly successful software companies still being used today by tens of thousands of people in over 170 countries worldwide.
Itay Gardi
(CTO)As an expert developer, designer, and project manager, Itay has transformed multiple tech companies into successful industry leaders and is leading DoorLoop's development teams.
Matthew Cave
(CSD)With a master's degree in real estate and experience as a commercial project manager, CFO, and COO for numerous software companies, Matt’s career has spanned both the real estate and tech industries.
Adam Mait
(COO)A licensed attorney, real estate developer, realtor, and martial artist, “Mait” brings to DoorLoop his best practices from years of commercial real estate development and management.
Salary benchmarks
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Diversity, Equity & Inclusion at DoorLoop
- We utilize aptitude testing and software assessments to ensure our hiring process is completely unbiased.
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