We are looking for a new Head of Onboarding to help build and lead our customer onboarding team.
28th August, 2020
We’re TSG. There’s a good chance you’ve not heard of us yet – we’re just getting going. We’re the people who power gyms, fitness facilities, childcare centers and independent personal trainers in a load of places across the globe (US, Aus, NZ, UK, Japan, France, and Canada, with more to come). We’re bringing together the very best companies in the industry through smart, intentional acquisition. And we’re getting ready to go big.
In the US, we’ve brought together Mariana Tek, Zingfit, Triib and TrueCoach, to form our Boutique Fitness Division. There’s over 140 of us in the Boutique team and we’re passionate about fitness, stellar customer support and creating tech that solves problems for busy people. We’re based across the US with offices in DC, Boulder, Louisville and Boston. Our products are already revolutionizing boutique fitness, by automating admin and other tasks for gym owners and trainers, so they can get out of the office and spend more time doing what they love. If you’re passionate about tech, fitness and working with talented, ambitious people, then we’d love to hear from you.
The Director/Head of Onboarding will be building and leading our customer onboarding functions across our brands to ensure timely platform installation and usage while maintaining a high level of service. As well as engaging with a portfolio of boutique fitness studio owners, they will also be setting up best practices (processes, tools, and measurements). Leading a team of Onboarding Senior Managers and Specialists, this individual will ensure that customers receive the training, support and attention required to expedite product adoption. Location: Washington DC or remote U.S. . Responsibilities and Essential Functions:
Lead an effective and efficient Onboarding function including:
Develop and mentor the Onboarding Senior Managers and Specialists through consistent engagement, performance management, and leadership
Design, develop, and delivery the strategy for the time-bound onboarding services focused on achieving customer platform adoption
Become an expert on all aspects of our product portfolio and gain a deep understanding of our clients, their challenges, and workflows
Drive operational requirements and implement processes to scale the sale and delivery of onboarding services through implementation, owning accountability for engagement success
Develop and maintain KPI’s to measure performance of onboarding programs and initiatives
Consult clients on technical best practices and advise proposed solutions that fully leverage our products
Analyze data using Excel to facilitate testing and validate success
Assist in the creation of and administration of quality assurance processes of client integrations, platform configurations, and data migrations
Develop and Maintain Customer Education including
Providing education to customers on the value of features within the software platform and online resources including
developing and maintaining new customer training information and operational analytics
Act as an escalation point for onboarding services, working as the liaison between the customer and various departments within the organization, including Sales, Engineering, and Support to develop solutions and drive customer alignment
Operate as a strategic leader to drive value creation and ROI across brands
Work cross-functionally with Sales, Support, and Engineering to deliver additional resources as needed
Provide software feature suggestions to the Product Development team that would increase the overall value proposition for customers
5+ years of experience in a customer facing leadership role. Prior experience working in either a SaaS environment or a B2B company preferred
5+ years experience in product implementation
Proven track record in building and managing teams that deliver time-bound engagements
Demonstrate a deep understanding of the customer lifecycle, with experience driving and improving customer adoption of the platform
Skilled at leveraging data to effectively communicate complex ideas and strategies
Interest in the boutique fitness industry
Work Skills/Personal Characteristics
Ability to adapt and grow with strategic changes that occur
Strong empathy for customers and a passion for revenue growth
Excellent communication and presentation skills
Strong interpersonal skills and ability to work with cross-functional teams, customers, and external partners
Excellent time-management skills with demonstrated ability to juggle priorities and deadlines
Be a customer advocate, a team player, a ruthless prioritizer, a collaborator and a mentor.
Passionate about health, tech, fitness and helping others above all else
Travel Requirements: 50% post-COVID.
TSG is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.