Manager, Customer Onboarding Services
About Drift
Drift is the Conversational Marketing platform that combines chat, email, video, and automation to remove the friction from business buying. With Drift, you can start conversations with future customers now, on their terms -- not days later. There are over 50,000 businesses that use Drift today to generate more revenue, shrink sales cycles, and make buying easy. Our mission is to use conversations to make business buying frictionless, more enjoyable, and more human.
About the role / About the team
We put the customer at the center of everything we do, and everyone who works at Drift has a part in driving customer success. The goal of Professional Services is to ensure our customers launch Drift successfully, adopt it into their organization, and achieve the results and value they want in partnership with the Customer Success team. We are currently looking to grow our Onboarding team to ensure customers are set up to realize the full potential of their Drift investment.
As a Manager of Onboarding Services you will manage our Onboarding team and be responsible for interviewing, hiring, evaluating, training, coaching and leading a team of new and established Onboarding Specialists and Managers. You will also be responsible for partnering across teams to fully deploy and operationalize onboarding services in support of customer health and customer retention.
What you’ll be doing on the team:
- Coaching, enabling and developing your team to align with individual, team and company goals
- Lead internal process initiatives and focus on cross functional alignment with other teams such as Sales, Customer Success, Company Success and Product
- Helping to scale our Onboarding Program to service more of our customer base
In one month you'll
- Attend comprehensive organization training and learn the Drift story, how we work and our goals for the future
- Experience an in-depth product training, including learning how to use the product for your own business
- Have 1:1 meetings with your direct manager, direct reports and CS business unit leaders
- Shadow colleagues in both CS and Sales, learn best practices for what make Drift Customers successful
- Partner with Customer Success Enablement to ensure standardized product understanding across the team. Establish the baseline of product knowledge to grow from.
- Attend Weekly Customer Success Metrics meeting with all CS Leadership.
- Complete Management online training courses hosted by the People team.
- Propose process changes that will ensure your team’s future success.
- Be fully responsible for your team and their customers--accountable to customer health outcomes other KPIs.
- Kick off and lead one customer onboarding to dive deeper into team process and develop understanding of customer experience.
By month 3 you'll
- Continue to master your knowledge of Drift products and have a deep understanding of the industry.
- Fully understand our internal ecosystem and be able to collaborate cross-functionally to provide the best in class onboarding process.
- Establish a cadence of working with other Managers on the CS team.
- Work with Drift’s People Team to find a Manager mentor.
- Collaborate with your team to establish a deep understanding of each customer in their book of business. Ensure process adherence and positive progress towards customer health.
- Serve as an escalation point for your team.
- Advise each team member on development points.
- Your team should be achieving your customer onboarding and health targets.
By month 6 you'll
- Have a proactive, independently managed routine established for working with your team.
- Help team drive customers successfully through onboarding within a fast paced environment.
- Help recruit and hire open positions on your team.
- Be consistently hitting and exceeding your onboarding and health targets. Develop process efficiencies in partnership with the team, CS enablement and Product.
- Work with your manager to identify a plan of continued growth for yourself and each team member you manage.
- Bring your thinking, strategy and ideas to the team to advance our creative culture and vision for the future.
About you and what type of skills you’ll need:
- 1+ year of management experience, preferably within a customer success organization or comparable customer-facing roles, in a high growth technology company.
- Willingness to experiment – even if something doesn't work, be prepared to learn from your failures.
- Ability to work across teams including marketing, product, sales, IT and operations.
- Quick learner, always looking to embrace and master new technologies.
- Deep understanding of the needs of growing businesses and a strong business acumen.
Drift is committed to being an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Drift is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected]