How you’ll make an impact:

As the Director of Onboarding (otherwise known as Director, Implementation Services), you will drive the maturation of Cin7's customer onboarding function creating a world class experience for our customers.

Cin7 is expanding very quickly and we have clear instructions from our investors to evolve the Onboarding function. You will be working with a world class Executive team with a passion for growth. Cin7 has a time boxed opportunity to take advantage of a market segment that is growing exponentially. Do you have the grit and tenacity to build a billion dollar company?

Does this sound interesting?

If so, we're looking for a motivated and driven Onboarding leader who has a clear understanding of the modern approaches to onboarding customers in a SaaS software world, who would love working on the following:

• Set the overall vision and strategic plan for the Onboarding organization, focusing on providing the most efficient onboarding experience, leading a positive customer experience, and continually improving the onboarding journey.
• Design and improve onboarding processes, procedures, and tools to continually elevate, enhance efficiency and improve Cin7's customer onboarding experience.
• Direct and support regional onboarding managers (US and APAC).
• Engage with key customer users to understand their business and technical goals for using Cin7, and build strong relationships with them.
• Define and track global key performance indicators for the customer onboarding process.
• Stay engaged with digital and product teams to understand roadmap and implications for customers.
• Advocate customer business use-cases to product development.
• Report on global customer onboarding status and customer satisfaction levels.
• Drive customer outcomes, product adoption and customer experience
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Reduce churn and drive new business growth through greater advocacy and reference ability
• Define and optimize customer lifecycle by driving programs and initiatives to improve onboarding approaches based on customer segmentation and leading a culture of continuous improvement
• Build and lead world-class team:
  • Recruit and develop a high performing team
  • Develop company-wide onboarding processes, content and data to/from stakeholder organizations (e,g, Marketing, Sales, Product/Engineering, etc)
  • Foster collaboration within the Cin7 team and across customers
  • Drive operational practices to track performance of teams and individuals
• Work closely with the COO & CMO to align on strategies to delight the customer throughout onboarding as the first point of contact past our Sales process.
• Collaborate with the Sales team to ensure there is a smooth customer flow through the Sales cycle and into the onboarding process.
• Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
• This role is US based but will be managing a team of US based staff and New Zealand Based staff.

Here’s what you’ll bring with you:

• Extensive experience managing an Onboarding team at a global SaaS software company providing customers with a 24x7 business critical software system.
• Experience with Inventory Management systems such as TradeGecko, Cin7, Unleashed or DEAR is a bonus, as is experience with Xero, QuickBooks and other financial software.
• Full proficiency in the LEAN methodology and modern processes necessary to operate an Onboarding function in a global SaaS Software company.
• Proven success in building out an Onboarding team with the skills needed to drive successful customer onboarding. The right set of skills, grit, and attitude are the makeup of the best onboarding teams in the world.
• Superior problem solving and resolution skills to solve challenges during the customer lifecycle in order to instill trust and account growth from our customers.
• The ability to create the framework and processes that will enable the Onboarding team to maximize the value creation opportunity for the customer.
• An understanding that listening to your customers is the key to establishing strong relationships.
• Experience scoping clarity or handling go-live expectations while keeping a level head.
• A solid background in leading a metrics-driven organization, where handling customer data is a huge part of the job -- keeping data secure, coaching customers through different workflows and filtering key insights back to the company at the right place.
• The capability to become a solution expert on the Cin7 platform and to define training programs for the team.
• A strong sense of empathy, including the ability to understand where customers are approaching problems from, how they are feeling about specific milestones, and what they are thinking about certain functionality. 
• The grit and tenacity to never give up and to find every way to make our customers successful.

In return, we offer:

• Competitive benefits, including medical, dental, and vision plans.
• A flexible PTO policy, allowing you the time you need to recharge.
• A diverse team, where everyone helps each other and inclusion is a core value.
• A laid-back office environment (once we’re back to the office post-pandemic!) where collaboration is key.
• Frequent company sponsored events so you can get to know your coworkers.

Location:

Please note that this role is based in Denver, CO. Though we have some flexibility on timing for relocation, we are not considering permanently remote candidates at this time.

Why CIN7?

CIN7 is a leader in one of the most exciting software verticals right now, and we're growing exponentially. We're looking to add people to our team who are passionate about working with a fast growth tech company. 

At CIN7, we make great products available to everyone. Every month, millions of sales orders flow through our platform reducing the cost, effort and time for product sellers so they can quickly get products to customers and build their brands without worrying about their operations. We pride ourselves on providing Inventory Management and Supply Chain software to help medium-large product businesses thrive in a highly competitive, digital world. CIN7 centrally manages inventory across multiple locations and channels, connecting 500+ systems to support receiving, selling and shipping stock. 

Compensation:

Base salary of $150 - $170k+ Eligible for incentive compensation, based on performance targets, of $10k - $30k depending on qualifications and structure of overall compensation package.