Responsibilities

• Onboarding Execution: Lead and manage the end-to-end onboarding process for the Customer Success and Services organization , ensuring they are effectively ramped up within their first 3 months. The onboarding process should be built using the Highspot Training and Coaching functionality.
• Live Onboarding Sessions: Schedule live dedicated onboarding sessions, including mock conversations, case study reviews, tool setup walkthroughs, and explanations of different workflows. Pull in SMEs and additional functions to lead / support these live sessions as needed.
• Product and Service Expertise: Develop a deep understanding of Highspot’s products and services, enabling you to deliver early product education and support to new hires.
• Tool Access and Processes: Ensure new team members have access to the right tools, providing training on tool usage and coordinating with IT for proper setup. Also ensure new team members are educated on Standard Operating Procedures (SOP) needed to be successful in their roles. Create SOPs where needed.
• Support Queue Integration: Assist new hires in getting set up on the support queue and understanding its operation.
• Performance Measurement: Establish key metrics to assess the success of the onboarding process and measure individual progress.
• Progress Reporting: Send biweekly onboarding progress reports and meet with managers to review individual onboarding progress, ideally using scorecards and analytics from Highspot.
• Collaboration: Work closely with CSS Managers, ICs, Learning & Development, and other cross-functional partners to ensure alignment and consistency in onboarding practices. Partner with these personas to also support the creation of everboarding materials and change management
• Feedback and Iteration: Continuously refine onboarding processes based on feedback from new hires and team leads to drive ongoing improvements. Ensures all onboarding content is up to date with the latest collateral and accessible to new hires
• Process Improvement: Optimize operational processes within the Professional Services and Onboarding teams to improve efficiency and scalability.
• Services Reporting: Develop and maintain dashboards, reports, and KPIs to track onboarding effectiveness and service performance. Support resource allocation and capacity planning for the Services team.
• Delivery Methodology Improvements: Drive continuous improvements in playbooks, methodologies, and tools to enhance the customer experience.
• Financial Reporting: Work with Revenue Operations and Finance to ensure accurate tracking of services bookings, time card billing, utilization, and revenue recognition.

Required Qualifications

• Experience: 3+ years of experience in service delivery, services operations,, or onboarding roles, ideally in a SaaS or enterprise software environment.
• Autonomy: Proven ability to work independently while maintaining close collaboration with global teams.
• Product Knowledge: Strong aptitude for quickly learning complex products and services, with prior experience delivering technical training preferred. Ability to analyze data, generate insights, and drive process enhancements.
• Communication: Excellent verbal and written communication skills, with the ability to simplify complex concepts for diverse audiences.
• Coaching Skills: Strong mentoring and support abilities with a passion for helping others succeed.
• Attention to Detail: Ability to thoroughly and accurately complete tasks related to services data reconciliation.
• Measurement Focus: Familiarity with creating and tracking success metrics for onboarding effectiveness. Experience in operations, analytics, or process improvement within a SaaS or technology company.
• Cultural Awareness: Experience working in a global team with sensitivity to cultural differences.
• Tool Proficiency: Experience using collaborative work management (e.g. Airtable, Smartsheet) and professional services automation tools.