Director of Customer Onboarding

4 weeks ago

Sydney, New South Wales, Australia HSI Full time

Job Summary

The Director of Customer Onboarding – Implementation is responsible inleading implementation teams to deliver exceptional implementation experiences for our customers. This role is responsible for ensuring the successful execution of profitable customer implementation projects, driving operational efficiency, and fostering cross-functional collaboration to accelerate time-to-value and customer satisfaction.

Key Responsibilities:

  • Leadership & Strategy
    • Lead and scale a high-performing team of project managers, and solution architectsin successful project outcomes
    • Define and execute the delivery strategy for customer onboarding and implementation, aligned with company goals
    • Lead and mentor a team of project managers and solution architect
    • Champion and drive Onboarding Solutions in collaboration with key stakeholders
  • Program Delivery
    • Oversee the end-to-end delivery of complex customer implementations, ensuring projects are delivered on time, within scope, and to high quality standards.
    • Establish and monitor KPIs and SLAs to track implementation performance and customer outcomes.
    • Drive continuous improvement in delivery methodologies, tools, and processes.
  • Customer Experience
    • Serve as an executive sponsor for strategic customer implementations, ensuring a white-glove experience.
    • Act as a point of escalation for delivery issues, resolving challenges with urgency and professionalism.
    • Champion the voice of the customer to inform product and process improvements.
    • Ensure onboarding journeys are tailored, timely, and value-driven.
    • Monitor onboarding health and proactively address risks to customer satisfaction or retention.
      • Cross-Functional Collaboration
        • Partner with Sales, Pre-Sales, Product, Implementation teams and Support to ensure a smooth handoff and unified customer experience.
        • Act as the voice of the customer in internal planning and prioritisation.

Qualifications:

  • 10+ years of experience in customer implementation, professional services, or program delivery, with at least 5 years in a leadership role.
  • Proven track record of leading large-scale, complex customer implementations in a SaaS or technology-driven environment.
  • Strong understanding of project management methodologies (Agile, Waterfall, etc.).
  • Exceptional leadership, communication, and stakeholder management skills.
  • Ability to thrive in a fast-paced, high-growth environment.
  • Bachelor's degree required; MBA or equivalent experience preferred.

Preferred Attributes:

  • Customer-first mindset with a passion for delivering value.
  • Ability to thrive in a fast-paced, evolving environment.
  • Strong leadership presence and ability to influence at all levels.

Competencies

· Adaptability - The ability to balance competing priorities and multiple projects in a fast-paced environment

· Positive Interactions – You have a positive attitude with strong interpersonal, verbal and free written communication skills

· Collaboration – the ability to work with colleagues to meet customer needs

· Problem Solving – the ability to listen to customers and other team members, and patiently troubleshoot challenges

· Impact – provide excellent customer service with the ability to satisfactorily resolve implementation and customer issues

· Innovation – you are driven; no one needs to push you

· Customer Focused – provide timely and clear communication, deliver to agreed timelines and provide updates before required to.

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