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Head of Customer Onboarding

| Austin
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Head of Customer Onboarding - SaaS

Are you passionate about selling SaaS solutions to an industry that thrives on providing best in class service and an amazing experience to all its customers? Do you have a passion for the eCommerce Logistics industry and making it better? We have the solution!
 

Company Overview

ShipperHQ is a bootstrapped startup located in Austin, TX making a big impact in the eCommerce shipping space. We are a premier shipping experience manager for eCommerce sites, selling to clients large and small around the world. We have a fantastic reputation and are recognized for our high-quality service. Our SaaS product, ShipperHQ, launched in 2015 and is growing quickly.

Our ideal candidate is a talented sales-minded customer success professional who has worked for a SaaS software/application company previous. One who isn’t afraid to roll up their sleeves and lead our Onboarding team, including coaching Onboarding Team members, spotting onboarding trends and working closely with the Head of Sales and other departments to proactively increase customer base. 

The Head of Onboarding responsibilities include: 

  • Responsible for the client onboarding funnel from when the trial is started until billing is setup

  • Collaborate with Head of Sales on acquisition through paid or self onboarding 

  • Feed up customer experience feedback and product friction points to engineering team for product improvements

  • Help define & standardize onboarding KPIs for Onboarding Team

About you:

  • You have 5+ years of customer-facing experience as an account manager, product manager, sales manager or program manager for a SaaS company

  • You have a deep understanding and passion for exceptional user experience

  • You’ve got experience working within and adapting to technical teams

  • Able to work to high standards of quality consistently while ensuring tasks & customer requests are handled in a timely manner.

  • Strong desire to challenge themselves and step outside of their comfort zone.  Always eager to challenge themselves and move beyond their comfort zone daily

Some perks:

  • This is a highly visible, management-level position where you will be working closely with our COO and Head of Sales

  • Your hard work and creative energy can and will be transferred directly into results for our partners and customers. 

  • Work with a flexible and motivated team with the ability to tie results in the organization directly to your actions.

 

Logistics:

  • Must have at least 5+ years of experience working in customer success. Preferably at a SaaS startup.

  • This is a full-time position working out of our Austin, TX office.

  • Compensation is based on experience.

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Send resume to: [email protected]
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