OneDirect - Senior Manager, Solutions (4-8 yrs)
At OneDirect, our customers pay us over time. We will not be successful unless our customers are receiving massive value from our product/service. As such, we need a senior executive to own driving success for our customers by leading onboarding & solution activities to ensure timely delivery of value. This role includes responsibilities for Customer Success activities during onboarding & steady state stages by working closely with cross functional teams including product, technology and solution.
Responsibilities:
- Drive true value for customers especially during onboarding stage & define the vision of a Red Carpet experience.
- Work with cross-functional teams to ensure that projects have the best people with the right skills and at the right time.
- Standardize the template for a success plan & work independently or with other technical teams to deliver optimal solutions for customers following best practices.
- Monitor and report on all aspects of projects including progress, project success, forecasted hours, risks, communications and act as an escalation point for customers.
- Find ways for CSMs to deeply understand our customers objectives and Implement best practices to improve the methodology and quality of customer engagements.
- Lead the onboarding efforts within the constraints of schedule, scope, features/functionality, and budget.
- Act as the Single Point Of Contact for CSM team for all the customer success initiatives.
Own key metrics:
- NPS - Net Promoter Score
- Team member satisfaction & learning
- Own the financial model for your team, including projections of costs and new hires, and forecasts
Required Experience/Skills :
- 4 to 8 years of full time working experience with at least 2+ years of experience in customer-facing positions managing end-to-end projects
- Ability to lead, manage complex and concurrent projects; preference for exposure on working with tech teams in agile development methodology
- Ideally combined background of client onboarding and project management by working with cross-functional teams including technology and product
- Analytical and process-oriented mindset
- Excellent communication and presentation skills
- Relevant Bachelors degree; preference for computer science or related degrees along with an MBA
