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Solutions Lead
3 weeks ago
Rose Rocket is a market leader in Transportation Management Software. We’re a startup going after the $700+ billion dollar trucking industry, leading the shift to SaaS while revolutionizing the way trucking companies sell, service, and innovate. We are a hyper-growth company with a “more human, less corporate” culture that is built around doing work that matters, winning as a team, and celebrating success. We’d love to hear from you if you want to build this with us.
**The Mission**
We are looking for a highly motivated Solutions Lead on our team who can manage the day to day operations of our Solutions team. This team is responsible for taking our customers through a complex onboarding process that requires succinct communication, documentation and cross-functional collaboration. This is a critical role in our customer journey as it bridges the gap between sales and onboarding. We need a strategic doer who thrives in execution mode to build and iterate on processes in real time.
**What You’ll Do**
The Solutions Lead at Rose Rocket will be building out a repeatable process that can scale with the diverse needs of our customer base. The Solutions Lead will collaborate closely with Sales, Account Management and Product leads to ensure alignment and consistency across our customer journey. The lead will be required to hold a limited share of accounts per quarter to stay close to the process and the task we are asking our Solutions Specialists and Managers to execute each day. You will be holding 1:1s with your team to tackle immediate issues and escalating to the Director when necessary. Creating scalable solutions that can be tracked, measured and iterated on while providing an exceptional customer onboarding experience is the ultimate goal for the lead.
**Key Responsibilities**:
- Lead the Solutions team in the day to day onboarding of our customer base
- Hold effective 1:1s that unblock individual contributors in their day to day
- Build the documentation that supports the Solutions team in effectively onboarding customers
- Understand the mechanics of reporting and forecasting Onboarding numbers and learn to identify at risk accounts across the team
- Ensure the team is effectively able to support initial customer onboarding & implementation during the first 90-180 days of their lifecycle
- Direct customer conversations to align with “in the box” configurable solutions using well designed workflow recommendations
- Collaborate cross-functionally with Sales to ensure the team is aligned with best fit customers and how to demonstrate value pre-sale
- Collaborate cross-functionally with Product to ensure there is a two way communication between teams regarding customer feedback / enhancement requests
- Hold team members accountable for creating workflows and workarounds that can be documented for future use
- Deliver outstanding cross-functional support and collaboration by operating as the Voice of the Customer internally
**What You Will Need**:
- Previously worked as a: Solutions Lead, CSM Lead, Account Management Lead or managed other complex relationships
- Preferably 1+ year of people management experience
- Technical understanding of software and supply chain or transportation industry
- Experience building assets, collateral and being comfortable with training
- Strong experience working with data and conducting data analysis
- Working knowledge or experience in tools such as Google Suite (Docs, Slides, Sheets), Project Management tools (ex. Asana)
- Excellent interpersonal skills with the ability to communicate and escalate effectively
- Strong collaborator and effective communicator
- Hubspot experience a bonus
Don’t sweat it if you don’t have everything listed above. We believe in growth and curiosity. If you have some of these qualities and are excited about this opportunity, then we want to hear from you
**Perks & Benefits at Rose Rocket**
\uD83C\uDFE5 A comprehensive benefits program + health care spending account
\uD83D\uDC23 Parental leave top-up
\uD83D\uDCB0 Stock option plan
\uD83D\uDCBB The latest Macbook Pro and a sweet tech equipment combo to get you started
\uD83C\uDFDD A total of 6 weeks of paid time off annually including starting at three weeks of vacation, summer Fridays, winter holidays and personal days
\uD83D\uDCBC Downtown Toronto office complete with an in-house coffee shop, music room, library and a few other lifestyle perks that keep our days fun
**Equal Employment Opportunity**
Rose Rocket does not discriminate in hiring or terms and conditions of employment because of an individual’s race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status or marital status, or any other protected category recognized by provincial or federal laws.
