Director – Customer Onboarding

Who You Are

As the Director of Onboarding, you will be a vital part of the leadership team for Justworks’ broader Customer Success Organization. In this role, you will lead Justworks’ Customer Onboarding function, responsible for customers transitioning from the Sales team (acquisition) to being live on Justworks platform. 

You will oversee a 40+ person organization ensuring new customers to Justworks are properly set up to use the Justworks solution. Beyond getting a customer live and compliantly on the platform, your team is focused on adoption and optimization of our products, including add-on services and marketplace integrations. You will be responsible for ensuring high-quality customer service, effective onboarding, and commercial revenue expansion.

You will bring experience in driving customer onboarding journey optimization—bringing together operational rigor, technical expertise, and seamless delivery. You will foster a best-in-class onboarding organization through partnership with key stakeholders, including our customers, to ensure viable and value-adding services to the business. You will focus on driving success through mentoring and planning for a team of Onboarding Managers and the frontline managers overseeing them. You will report directly to the Senior Director of Customer Success.

This position plays a key role in driving success for our customers while simultaneously increasing revenue to the business. In order to be successful, the Director will need to be:

• A strategic business leader- you strike the right balance of ensuring exceptional customer experiences, managing to key performance indicators including retention and growth, and setting the strategic vision for Onboarding as Justworks grows.
• An exemplary people manager- you invest in your people, and are always thinking about how to develop their skills, provide them with new experiences, and grow their knowledge about partnering and managing customers in our complex and ever changing industry.
• A problem solver- you genuinely enjoy figuring out how and why things work, and looks to optimize for the customers and scale for Justworks.
• A proactive relationship builder- you partner with key stakeholders, including our customers and internal, cross-functional partners, to ensure the growth of the business and that the Customer Success team is best-in-class.

Your Success Profile

What You Will Work On 

• Lead, expand and mentor the Customer Onboarding team by setting the strategy, prioritizing Objectives and Key Results (OKRs), as well as hiring, training and developing a world-class team.
• Drive customer lifetime value by optimizing the customer onboarding journey, delivering promised value through exceptional operational and technical experience design.
• Deploy programs to drive early adoption and business value.
• Co-create and execute a multi-faceted onboarding journey strategy in partnership with the Director of Growth & Retention, Product, and  Marketing.
• Work cross functionally with peers across the company to collaborate and ensure that your team has what they need to be successful. 
• Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization. 
• Partner closely with Sales and Revenue leadership to identify expansion opportunities during onboarding, driving early adoption of add-on services and marketplace integrations to maximize platform optimization.
• Display a high level of professionalism and compassion when working with employees and customers. 
• Perform other duties, as needed, based on department and/or organizational needs.

How You Will Do Your Work 

As a Director of Onboarding how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies: 

• Consultative- Takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility- Being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability-The ability to adjust your approach or actions in response to changes in your external environment.
• Solution-oriented- Identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Curious-The innate desire to learn, grow and understand.

In addition, all Justworkers focus on aligning their behaviors o our core values known as COGIS. It stands for: 

• Camaraderie- Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness- Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit-You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity-Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
• Simplicity-Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• Minimum of 10 years of professional experience, ideally in onboarding, implementation, customer success, account management, account development, customer support, professional services or related fields
• Minimum of 6 years of people management experience building and managing large (ideally 40+ employees) customer-facing teams in a fast-paced, dynamic environment
• Experience leading a management team of managers
• Track record of building, executing, and hitting adoption and revenue expansion plans
• Experience working with complex products and communicating complicated ideas and processes in an easy to understand way 
• Ability to architect onboarding and implementation delivery models that align with current customer segments, deliver customer value and scale with growth projections 
• Comfortable advocating for customers with the ability and willingness to engage directly with customers
• Approach decision making with a data-driven mindset to experiment and iterate
• Passionate about our Customer Success team identity of being Humans, Owners, Optimists and Experts, and our approach of service excellence
• Aligned with Justworks' mission and share our core values: Camaraderie, Openness, Grit, Integrity and Simplicity
• Experience in tech/SaaS a plus

The base wage range for this position based in our New York City Office is targeted at $166,000.00 to $214,000.00 per year.

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