Customer Onboarding Specialist providing software training to hotel customers across Europe via screenshare, chat, and phone. Engage and inform to enhance customer understanding of products.
About the role
- Onboarding Manager leading Numeral's customer success team. Managing client onboarding processes and ensuring smooth platform implementations.
Responsibilities
- Lead and manage the Onboarding team, providing performance management, mentorship, and support to drive high-quality work and accountability.
- Own the end-to-end onboarding experience for new clients - account configuration, technical troubleshooting, integrations, going live, and more! Ensure your team delivers a smooth, timely, and repeatable implementation of Numeral's platform while also directly managing client work yourself.
- Scale processes and drive operational excellence by developing playbooks, reporting structures, metrics. You’ll also refine existing workflows and processes to improve throughput, quality, and visibility across Onboarding, Registrations, and Transfers.
- Partner cross-functionally: Work closely with the broader Operations team, Product, and Engineering to communicate business issues, escalate risks, and contribute to operational solutions.
- Serve as a product expert who can translate client needs and workflows into internal requirements that inform product and operations.
Requirements
- 7+ years of experience in related roles (Onboarding, Implementation, Customer Success, Program/Project/Operations Management, Consulting).
- 2+ years of proven experience managing growing teams, ideally in operations-heavy roles, with strong performance management and process optimization skills.
- Strong organization and project management skills with the ability to juggle multiple client projects and high bias for action.
- Ability to navigate technical details (APIs, integrations, data workflows, systems) and troubleshoot issues for customers.
- Strong analytical mindset and experience shaping team and product strategy based on customer feedback.
- Excellent communication skills - able to clearly explain complex issues across varied audiences with empathy.
- Critical thinker with a proactive problem-solving mindset, comfortable working in a fast-growing startup.
Benefits
- Offers Equity
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