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Onboarding Manager

3 months ago

Old Toronto, Ontario, Canada Viafoura Full time
About Us:Viafoura is on a mission to empower media brands to activate their digital audiences. We build engagement solutions that build audience conversion, enhance loyalty and increase revenue and trust to meet audience goals. We're at the forefront of community engagement for owned & operated sites, working with some of the most advanced publishers in the industry, along with some of the best people. The Role: Perfect for you if you're looking to take leadership in ambiguity and guiding a full process overhaul in the most critical node in the customer journey The Onboarding Manager is responsible for leading, planning and successfully delivering the integration of the Viafoura software. The primary responsibilities include white glove service project delivery for our enterprise customers (including some of the world's largest publishers), redesigning the SMB & MM tracks with a focus on quality, effectiveness and timeliness, and leading change management initiatives. This is a highly visible and cross-collaborative role within the customer journey and demands a lot of milestone juggling at once. This will be perfect for you if you enjoy working with all functions and levels within an organization both internally and externally, have an obsession with high quality delivery and have a passion for process automation and optimization. This role is dynamic in nature (both tactical and strategic) and ideal for a leader wanting to work in high-performing environments, working in consultative customer success with exciting and difficult challenges, and taking ownership of transformational projects Reports to: Director, Customer ExperienceLocation: Toronto preferred - Remote SupportedKey responsibilities:
  • Serve as the primary contact for development and management of the full Onboarding program to support new customers at various levels. Your vision will result in high rates of product adoption, low customer churn and operationalized program efficiency.
  • Develop and maintain comprehensive project plans for enterprise customer onboarding cycles, juggling key milestones, project timelines and risk assessments.
  • Collaborate cross-functionally with the pre and post sales teams, serving as the Voice of the Customer for Onboarding.
  • Define, develop and own the creation of the customer onboarding portal, automated for SMB & MM tracks, monitoring deployments closely at scale.
  • Assess client onboarding experiences, feedback, and data to identify areas to enhance the Onboarding Program. Report on metrics and return on investment to make recommendations and adjustments to ensure highest quality program delivery.
  • Guide the growth and development of the Onboarding function- people, processes and technologies.
Requirements:
  • Experience in working with complex, multi-divisional, multi-geographical customers.
  • Exceeds in high quality delivery and project management execution.
  • Passion for customer success and for being a part of a fast-growing SaaS company.
  • Strong leadership skills. Experience working with cross-functional teams (e.g. Support, Sales, Product Management, Marketing, Implementation Services).
Preferred:
  • BA/BS degree in a relevant major.
  • 5+ years of experience in Onboarding or Customer Success.
  • Modern Media experience and knowledge of media operations processes and teams.
Core Skills:
  • Strong ability to inspire, influence and mobilize
  • Highly skilled communicator- advanced in presenting to all levels of an organization effectively
  • Hyper-curious
  • Self-starter
  • A passion for being at the top of your game

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