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Customer Onboarding Manager
3 months ago
About MealSuite: MealSuite is a rapidly expanding SaaS company recognized among the Inc. 5000 Fastest-Growing Companies. With a diverse team of over 140 professionals worldwide, we provide comprehensive foodservice technology solutions tailored for the healthcare and aging services sectors. Our mission is to enhance operational efficiency, minimize food waste, and ensure compliance with regulations, allowing our clients to prioritize the quality of care for their patients and residents.
Position Overview: We are seeking a seasoned Customer Onboarding Manager to become a vital part of our Customer Experience division. Reporting directly to the VP of Customer Experience, you will be instrumental in steering the Onboarding team through a phase of significant growth while achieving organizational objectives.
Key Responsibilities:
- Guide the Customer Onboarding Team Leads, offering mentorship and support to foster the development and advancement of the entire team.
- Collaborate with Leadership to establish management goals and oversee customer projects, ensuring the team meets or surpasses performance metrics and deliverables.
- Manage a portfolio of customer implementation projects as needed based on project demand.
- Maintain accountability for partner relationships and related reporting for the Customer Onboarding team.
- Identify opportunities for process enhancements and implement solutions to improve operations, documentation, utilization, and customer satisfaction.
- Work alongside Sales to proactively assess the deal pipeline, managing resource allocation to meet anticipated demand.
- Oversee team and departmental reporting to facilitate effective resource allocation and timely delivery.
- Assist Onboarding Team Leads in recruiting, training, and mentoring team members as necessary.
- Collaborate with Sales to effectively position implementation services to prospective partners and clients.
- Provide senior leadership support for client escalations to ensure prompt issue resolution.
- Engage with other departments to develop best practices and support organizational scalability.
- Act as a role model for company values, promoting a positive culture within the Customer Onboarding team and among stakeholders.
Qualifications:
- Extensive experience in customer-facing implementation projects within a SaaS context.
- A minimum of 3 years in implementation project management and 3 years in a leadership role.
- Proven ability to lead with empathy, patience, and a positive mindset.
- Experience collaborating closely with a SaaS Sales team.
- Proactive and driven, with a passion for helping clients achieve their objectives through technology.
- Comfortable with innovative thinking and willing to learn from setbacks on the path to success.
- Familiarity with project management and CRM software tools.
- Willingness to travel occasionally as required for the role.
- Thrives in a dynamic, agile environment that encourages collaboration and communication.
- Desires to engage in projects that promote continuous learning and provide opportunities for leadership development.
Why Join MealSuite?
- Passionate Culture: We are dedicated to our mission of delivering satisfaction through comprehensive foodservice management technology.
- Innovative Environment: Our progressive culture values teamwork and encourages contributions that significantly impact the communities we serve.
- Sustainable Growth: A career with MealSuite combines the agility of a startup with the stability of an established company in a growing industry.
- Employee Wellbeing: We offer unlimited paid time off, comprehensive healthcare benefits, and a flexible hybrid work model.
- Inclusive Workplace: We prioritize diversity, with a workforce that reflects our commitment to equality.
- Career Development: We support our employees in achieving their professional aspirations through various development opportunities.
Work Location: This role requires in-office presence a few days a week, with flexibility for remote work arrangements.
