Senior Director, Customer Onboarding
About Booster At Booster we're on a mission to accelerate the transition to clean, environmentally friendly, cost effective energy by creating the first fuel agnostic energy supply chain. We believe the adoption of alternative energies is slow because of access and we've begun to change that with our disruptive new supply platform. By delivering the right fuel to the right vehicle at the right time we create efficiency across the entire energy process. We've successfully applied this model to fossil fuels reducing carbon emissions by 1.1 lbs of CO2 emissions with each delivery. Bio and alternative fuels are next. We're the catalyst to better energy for you, your community and our planet. About the Role We are looking for a Customer Onboarding leader to tackle an exciting opportunity to re-envision and scale our Customer Onboarding organization through our next phase of growth. You will report to the VP of Account Management and be responsible for scaling and executing the customer onboarding strategy. This is a critical role that will provide our customers with a smooth and positive launch experience and increase the speed and depth of customer adoption to drive acceleration of Booster volume goals. You will work cross functionally with Sales, Account Management, Operations, Finance, Product, Policy, and Legal teams at Booster. This is a high visibility role with an exciting opportunity to build this critical function from scratch and quickly make a difference to Booster hypergrowth goals. Location:
We know not everyone wants to be in an office setting five days a week. At Booster we want to promote flexibility in our workforce, that's why we're open to welcoming applicants from across the U.S., especially those local to one of our hubs! #LI-Remote Key Responsibilities Build and oversee the team responsible for customer onboarding and adoption of Booster services (including new business, expansion, and emerging products). Provide strategy and management to the comprehensive onboarding and adoption programs for all customers. This includes developing and executing plans to ensure Booster customers have a detailed launch project plan (for each customer segment) and meet defined success criteria prior to handing off to customer success and account management teams. Build and refine implementation strategies to ensure customers in all segments are onboarded within the defined SLAs. Coordinate communication with other areas of the business to ensure a streamlined approach for each customer segment. Establish team and individual KPIs and quality performance metrics to measure success and increase team accountability, aligning with department and company goals. Build out an enhanced reporting mechanism to share team results broadly with company leadership. Develop best practices and training for customers on how best to implement Booster services. Provide thought leadership with regards to overcoming challenges customers are facing and surface themes to Booster leadership. Develop and execute customer-facing plays designed to increase Booster service adoption. Develop and execute a handoff process from sales to onboarding to the Account Management team with clear roles & responsibilities. Build out a standardized information flow/transition document to prepare the CSM and AM for success, including documenting wins and challenges the customer faced during the onboarding process. Build a sales exception process with all required team leads for approving non-standard sales deals in the pipeline. Serve as the primary department liaison to Revenue Operations and Data Science to continuously improve internal operations and reporting dashboards. Supervise, train, and assess a team of individuals responsible for the direct interactions with customers through the onboarding and adoption phase of the customer lifecycle. This includes onboarding new hires, providing ongoing training and development opportunities, and assessing the team for strengths and areas of improvement. Job Requirements BA/BS degree. At least 10
years of experience in customer onboarding/customer success and/or project management, ideally in an operations or technology environment. Entrepreneurial mindset; you're a builder and passionate about developing from the ground up. Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes. Highly collaborative, organized, and execution-oriented with strong presentation skills. Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work. Excellent problem-solving skills and ability to be flexible to project situations. Ability to research, analyze and provide a solution to newly identified issues. Experience developing, installing, training, and/or supporting B2B solutions. Able to be successful in a fast-paced environment that rewards hard work and self-motivation. Superior relationship and communication skills (both verbal and written). Ability to interact with and present to executive team members. About Our Benefits Keep Everyone Healthy. We know that you work to take care of your loved ones. That's why we offer benefits that cover you and your family including 100% employer paid medical, dental, vision, disability and life insurance coverage. Get a Boost. Take advantage of the Booster employee fuel discount and get gas at cost! Recharge Your Batteries. We have unlimited responsible PTO. Take the quality time you need, when you need it. Take care of personal stuff. Stop and smell the roses. This is a marathon, not a sprint. Be Part of Something. Not only will you get to build something that could redefine consumer behavior, you'll be an owner. Get Early Stock Options at a fast-growing startup with strong VC backing.
Salary Range:
$200K -- $250K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
We know not everyone wants to be in an office setting five days a week. At Booster we want to promote flexibility in our workforce, that's why we're open to welcoming applicants from across the U.S., especially those local to one of our hubs! #LI-Remote Key Responsibilities Build and oversee the team responsible for customer onboarding and adoption of Booster services (including new business, expansion, and emerging products). Provide strategy and management to the comprehensive onboarding and adoption programs for all customers. This includes developing and executing plans to ensure Booster customers have a detailed launch project plan (for each customer segment) and meet defined success criteria prior to handing off to customer success and account management teams. Build and refine implementation strategies to ensure customers in all segments are onboarded within the defined SLAs. Coordinate communication with other areas of the business to ensure a streamlined approach for each customer segment. Establish team and individual KPIs and quality performance metrics to measure success and increase team accountability, aligning with department and company goals. Build out an enhanced reporting mechanism to share team results broadly with company leadership. Develop best practices and training for customers on how best to implement Booster services. Provide thought leadership with regards to overcoming challenges customers are facing and surface themes to Booster leadership. Develop and execute customer-facing plays designed to increase Booster service adoption. Develop and execute a handoff process from sales to onboarding to the Account Management team with clear roles & responsibilities. Build out a standardized information flow/transition document to prepare the CSM and AM for success, including documenting wins and challenges the customer faced during the onboarding process. Build a sales exception process with all required team leads for approving non-standard sales deals in the pipeline. Serve as the primary department liaison to Revenue Operations and Data Science to continuously improve internal operations and reporting dashboards. Supervise, train, and assess a team of individuals responsible for the direct interactions with customers through the onboarding and adoption phase of the customer lifecycle. This includes onboarding new hires, providing ongoing training and development opportunities, and assessing the team for strengths and areas of improvement. Job Requirements BA/BS degree. At least 10
years of experience in customer onboarding/customer success and/or project management, ideally in an operations or technology environment. Entrepreneurial mindset; you're a builder and passionate about developing from the ground up. Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes. Highly collaborative, organized, and execution-oriented with strong presentation skills. Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work. Excellent problem-solving skills and ability to be flexible to project situations. Ability to research, analyze and provide a solution to newly identified issues. Experience developing, installing, training, and/or supporting B2B solutions. Able to be successful in a fast-paced environment that rewards hard work and self-motivation. Superior relationship and communication skills (both verbal and written). Ability to interact with and present to executive team members. About Our Benefits Keep Everyone Healthy. We know that you work to take care of your loved ones. That's why we offer benefits that cover you and your family including 100% employer paid medical, dental, vision, disability and life insurance coverage. Get a Boost. Take advantage of the Booster employee fuel discount and get gas at cost! Recharge Your Batteries. We have unlimited responsible PTO. Take the quality time you need, when you need it. Take care of personal stuff. Stop and smell the roses. This is a marathon, not a sprint. Be Part of Something. Not only will you get to build something that could redefine consumer behavior, you'll be an owner. Get Early Stock Options at a fast-growing startup with strong VC backing.
Salary Range:
$200K -- $250K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
