Lead - Customer Onboarding
il y a 4 heures
Customs4trade is looking for an experienced Team Lead for our Customer Onboarding team. You’ll be instrumental in driving the success of our customer onboarding engagements and you’ll lead the team that supports them. As the Customer Onboarding Lead, you will devise the strategy for customer onboarding engagements, escalations, and you will manage a diverse team of implementation managers. To be successful, you are passionate about building and adapting processes, striving for operational excellence, establishing the vision and goals, and driving partnerships with internal and external stakeholders to map out processes and define success criteria. You will join a growing multi-national company that is on a mission to simplify customs management and become the #1 customs management platform in the world
**Responsibilities**:
- Manage and coach a team of implementation managers and product specialists
- Direct oversight of a handful of strategic end-to-end implementation projects, with the goal of ensuring that our diverse set of customers effectively utilize our customs management software solution
- Conduct project kickoff, check ins, and customer alignment sessions
- Manage data gathering requirement sessions, in consultation with an implementation consultant and customs expert, when needed
- Depending on the project size, implement the customers configuration within CAS
- Work with customers to understand their needs and help drive customer urgency
- Provide central planning and maintain customer project plans
- Help train customers on how to utilize C4T’s platform
- Coach team members on Project Management
- Share industry knowledge and insights to level up the team knowledge
- Engage, strategize, and cultivate deep relationships with our customers’ senior level executives
- Manage internal C4T stakeholder expectations
- Coordinate escalation management
- Maintain professional and technical knowledge of C4T’s products
- Establish and maintain role as customer’s trusted advisor
- Liaise with product team to ensure that customer feedback impacts the product roadmap
- More than 5 years of experience working in a customer facing environment, with experience onboarding diverse customers in a SaaS environment
- Project Management skills
- People management experience
- Experience with escalation management
- Strong technical understanding in SaaS and/or technology
- Proven track record of using Agile methods to improve outcomes on cross-functional projects
- Ability to act autonomously
- Strong presentation and communication skills
**Skills**:
- More than 5 years of experience working in a customer facing environment, with experience onboarding diverse customers in a SaaS environment
- Project Management skills
- People management experience
- Experience with escalation management
- Strong technical understanding in SaaS and/or technology
- Proven track record of using Agile methods to improve outcomes on cross-functional projects
- Ability to act autonomously
- Strong presentation and communication skills
- English language fluency, both written and verbal
- High level of energy & enthusiasm for customs & logistics (though don’t worry if you don’t know anything about customs, we’ll train you)
- Ability to work effectively on multiple projects
- A passion for people, able to use your initiative and willing to go the extra mile
- High energy, enthusiasm, and passion for helping others succeed
- Have a “Can Do” attitude
- Confident, self-motivated and driven to achieve success
- Excellent planning and organizational skills
- Able to work on your own as well as in team
- Passionate about achieving quality outcomes
- Proficiency in the Microsoft suite (Excel, PowerPoint, Teams) and knowledge of Jira
**It’s great, but not required, if you have these extra assets**:
- Working proficiency of another language
- Background knowledge of customs and/or logistics field
- Located close enough to come to the office in Mechelen, Belgium regularly is a plus
- If you are not located near Mechelen, we would bring you to our headquarters at least monthly for team alignment and meetings
**Key Metrics**:
- Time to first value (i.e. time to customer activation / go-live)
- NPS/Customer Satisfaction
**Benefits**
- A growing company where your insight, guidance, and effort will make a tangible impact
- An international, open-minded team with different backgrounds and seniority levels
- A people-oriented company with an informal working environment
- An emphasis on work/life balance, health, and wellbeing
- A teleworking policy that allows for part-time work-from-home possibilities
- A mobility budget that offers reimbursement for a hybrid or another car
- A truly inspiring workplace located on castle grounds
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