JDXpert is looking for YOU!
As our Senior Manager, Customer Onboarding, you’ll be a key player in driving the successful implementation and integration of our solutions for B2B customers. Reporting directly to the Director of Customer Operations, you will lead a team of Onboarding Specialists and Solutions Engineers to ensure technical excellence and efficient onboarding experiences.
As our Senior Manager, Customer Onboarding, you’ll be a key player in driving the successful implementation and integration of our solutions for B2B customers. Reporting directly to the Director of Customer Operations, you will lead a team of Onboarding Specialists and Solutions Engineers to ensure technical excellence and efficient onboarding experiences.
You’ll develop and execute strategies that optimize our onboarding process, streamline workflows, and continuously improve team performance. By fostering collaboration and maintaining a strong technical focus, you will enable our team to meet customer needs effectively while contributing to the overall success of the Company. Your leadership will ensure that each customer’s journey from onboarding to integration is seamless, setting the foundation for long-term relationships and success.
What you'll do:
What you'll do:
- Lead and mentor our Onboarding and Solutions Engineering Managers, cultivating a high-performance culture while actively supporting the growth and development of the team as a whole.
- Develop and implement strategies, processes, and metrics to optimize the onboarding experience and improve customer satisfaction, while supporting company growth.
- Ensure timely and efficient delivery of integration projects, managing complex technical challenges and aligning solutions with customer requirements and industry standards.
- Assess, redesign, and optimize onboarding processes to improve efficiency, reduce bottlenecks, and enhance customer experience.
- Partner with internal teams (e.g., Product, Engineering, Customer Success) to ensure seamless delivery and alignment with broader company goals.
- Lead change management efforts to ensure smooth adoption of new processes and minimize disruptions during process revamps.
- Monitor key performance indicators, track team success, and identify opportunities for continuous improvement in project delivery and process efficiency.
- Serve as the technical liaison for Senior Management, ensuring clear communication on project progress, risks, and outcomes.
- Gather customer feedback to identify areas for improvement, ensuring that processes evolve to meet changing needs and enhance overall customer satisfaction.
- Develop and implement training programs to ensure team members are equipped to execute new processes effectively and maintain operational excellence.
What you'll have:
- Bachelor’s Degree in Computer Science, Engineering, Information Technology, or a related field (or equivalent practical experience).
- 5+ years of experience leading technical onboarding, integrations, or project management within B2B SaaS environments, with at least 2 years in a leadership role managing teams.
- Strong technical background with hands-on experience in integration tools and technologies (e.g., APIs, data exchange protocols, SaaS applications).
- Excellent leadership, communication, and interpersonal skills, with a track record of leading technical teams, including motivating and supporting a diverse group of managers and individual contributors.
- Proven experience revamping onboarding processes, with a focus on automation and efficiency improvements.
- Strong organizational and project management skills, with experience managing complex technical projects.
- Ability to work effectively with cross-functional teams and manage stakeholder expectations.
- Ability to problem-solve and provide solutions for technical challenges, offering guidance and direction to the team.
As a bonus, you’ll have:
- Familiarity with project management frameworks.
- PMP, Scrum Master, or similar certification.