Director, Small Business Onboarding at Birdeye in Gurugram, India - Apply now!

Why BirdEye?

As the Director, Small Business Onboarding for Birdeye (a SaaS product), you will be responsible for an exceptional onboarding experience for our global customers across the small business segment. Your primary focus will be to ensure that all new purchases are effectively and efficiently onboarded, trained, and supported to maximize their success and satisfaction with our product. This role requires a deep understanding of customer needs, strong leadership skills, process improvement, and the ability to collaborate across teams to deliver a world-class onboarding experience. 

Note: Implementation is a key part of the customer journey and we have very high expectations from this team including high volume adoption and retention. 

Responsibilities: 

Strategic Planning: 

• Understanding of pre and post-sales customer journey and ability to drive meaningful changes for improvement. 
• Collaborate with senior leadership to develop implementation strategies aligned with the organization's goals and objectives.
• Drive changes to increase the successful onboards across the small business segment, which is our key metric. 
• Drive the behavior of setting up clients for success from the pre-sales phase and bring on healthy customers by working with GTM teams.

Project Management: 

• Lead the planning, execution, and monitoring of small business onboards to ensure they are closed on time. 
• Identify and mitigate risks, issues, and dependencies that may impact small business team performance. 

Team Leadership: 

• Build and lead a high-performing implementation team, providing guidance, coaching, and support to small business managers and team members. 
• Foster a collaborative and inclusive team culture that promotes innovation, accountability, and continuous improvement. 

Cross-Functional Collaboration: 

• Work closely with various departments including sales and customer success teams to align implementation efforts with organizational priorities and initiatives. 
• Facilitate communication and coordination between different stakeholders to ensure smooth execution of improvement projects. 
• Work with business application and product teams to make necessary changes to drive customer self-service. 

Quality Assurance: 

• Establish and enforce quality standards and ensure adherence to best practices throughout the implementation process.
• Conduct regular reviews and team evaluations to assess the effectiveness of implemented solutions and identify areas for improvement.

Resource Management: 

• Allocate resources effectively to support implementation activities, including budgeting, staffing, and procurement of necessary tools or technologies. 
• Optimize resource utilization and prioritize competing demands to maximize efficiency and productivity. 

• 3 year of onboarding leadership experience in a SaaS company
• 5-7 years of experience in CS/onboarding overall 
• Proven record of performance leading high volume implementation operation