Team Lead, Onboarding

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Team Lead, Onboarding

About Drift  

Drift is the Revenue Acceleration platform that uses Conversational Marketing and Conversational Sales to help companies grow revenue and increase customer lifetime value, faster. More than 50,000 businesses use Drift to align sales and marketing on a single platform to deliver a unified customer experience where people are free to have a conversation with a business at any time, on their terms. Our mission is to use conversations to make business buying frictionless, more enjoyable, and more human. After just four years in market, the company has become one of the fastest-growing SaaS companies and was named to the Forbes Cloud 100, LinkedIn Top 50 Startups, Entrepreneur's Top Company Cultures, Boston Business Journal's Best Places to Work, and SaaS Company of the Year by the NEVCA.

About the role and 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 onboarding is to ensure our core customers get the most out of their investment by setting the foundation for value and growth with Drift.  We do this by leveraging best practices to ensure strong business outcomes, providing a consultative approach, and maniacal attention to detail. 

Reporting to the Director of Engagement Delivery, the Team Lead will directly manage members of this team and be responsible for the onboarding of the Drift platform. In addition to leading a team of onboarding managers responsible for getting our customers up and running on Drift, you will also manage a small portfolio of customers, supporting the client onboarding process and deliver optimization engagements to ensure customers realize the full potential of their Drift investment. This will be approximately a 50%/50% split between overseeing a small team and managing a book of business. You thrive in a fast-paced environment and leverage your consultative and exceptional communication skills to develop meaningful relationships with customers, your team and colleagues.

What you’ll be doing on the team:

  • Lead and scale our onboarding team, ensuring an excellent customer experience with outcomes that exceed customer and Drift goals.
  • Coach and level-up Onboarding Managers (approximately 2-4) based on measurable goals and tangible outcomes.
  • Partner with other teams within Professional Services and Customer Success and Account Management teams to ensure your team is meeting customer expectations.
  • Execute and support the onboarding of new Drift customers to deploy their Revenue Acceleration strategy including coordination and coaching on configuration, best practices, training, go-live support, and optimization.
  • Analyze customer performance data to optimize team performance and enhance the Drift onboarding process.
  • Work with the Sales team to sell the value of Drift onboarding to prospective customers.
  • Partner with Professional Services and go-to-market leaders to improve and refine the onboarding approach and offerings.

By month 3 you'll 

  • Deliver your account portfolio of customer onboarding engagements.
  • Complete all employee and team lead-related onboarding activities.
  • Document your observations, questions, and recommendations as onboarded.
  • Continue to master your knowledge of Drift products and have a deep understanding of the industry.
  • Determine and assess a variety of opportunities to increase the depth and breadth of our onboarding process(es) and offering(s)
  • Collaborate with your team to establish a deep understanding of each customer in their book of business. Ensure process adherence and positive progress toward customer goals. 
  • Serve as an escalation point for your team.
  • Advise each team member on development goals and progress. 

By month 6 you'll 

  • Work with your customers daily, delivering value and helping them achieve their goals.
  • Be meeting team business goals and customer KPIs.
  • Support and refine the onboarding process(es) being executed by your team members.
  • Have a proactive, independently managed routine established for working with your team members.
  • Be consistently hitting your goals and the goals of your team.
  • Develop process efficiencies in partnership with your team and leadership.
  • Work with your manager to identify a plan of continued growth for yourself and each team member you oversee.
  • Bring your thinking, strategy, and ideas to the team to develop a vision for the evolution, growth, and scale of the services team.
  • Be seen by the Sales organization as a go-to resource for articulating the value of onboarding to prospective and existing customers.

By 1 year you’ll

  • Lead a team that successfully delivers a variety of valuable services to customers, possibly including a portfolio of onboarding services and post-onboarding engagement oversight.
  • Established a strategy and execution model of growth and development for each of your team members
  • Meet or exceed all goals, including customer outcomes and satisfaction, as well as Drift business and people goals.
  • Have established strong relationships with a wide variety of customer and sales leaders.
  • 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:

  • 3+ years experience in Onboarding, Consulting, Professional Services, Implementation or Customer Success (MarTech preferred).
  • An appetite for growth and development as both an individual contributor and a leader.
  • Strong consultative skill set, attention to detail, organizational, and communication skills, with the demonstrated ability to influence customer and internal stakeholders.
  • Willingness to experiment – even if something doesn't work, be prepared to learn from your failures.
  • Quick learner, always looking to embrace and master new technologies.
  • Deep understanding of the needs of growing businesses and strong business acumen.

Drift is committed to being an equal opportunity employer. 

We know that applying for a new job can be intimidating. But guess what? At Drift, there is no such thing as an “ideal candidate.” We believe in the power of teamwork -- and in the desire to learn something new every day. We believe in hiring people, not just skills. Take it from our CEO

If this sounds like a company you would like to join and a role you would thrive in, please don’t hold back from applying! Whatever skills you bring to the table or background you’re coming from, we welcome you to start a conversation with us. We need your unique perspective for our continued innovation and success. We’re looking forward to learning more about you!

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].  #LI-Remote

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • DjangoFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement

Location

Our Boston Conversation Space is right in the heart of the Back Bay - this is a place where Drifters can gather and work, connect, eat, teach, learn.

An Insider's view of Drift

How do you collaborate with other teams in the company?

I feel really lucky because I get to work with the Sales, Customer Success, Product, and Ops team on a regular basis. We say "One team, one dream" un-ironically and are always willing to hop into anything that benefits the customer.

Sara

Conversational Marketing Specialist

What makes someone successful on your team?

Our leadership principles are the core of who we are and how we operate every day. Bringing these in to your actions, decisions, and how you deliver results is the surest way to be successful here. Walk the talk. Focus on the customer. Deliver results every single day.

Brit

Director of Learning and Development

What are Drift Perks + Benefits

Drift Benefits Overview

At Drift, we value and are committed to each and every employee. Our goal is to provide an enriching environment where employees are engaged and are proud to be part of the Drift family. We continue to promote a culture of health and wellness, establishing a work environment that promotes a healthy lifestyle, decreases the risk of illness, and enhances your quality of life.

In addition to premium health, dental, and vision plans, we also offer generous PTO, parental leave, 401K matching, wellness perks and discounts, snacks and coffee every day, the Drift book club (one free book of your choosing a month!), a subscription to Headspace, and valuable discussions and trainings through our Employee Resource Groups.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Quarterly engagement surveys
Hybrid work model
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
At Drift we have eight different Employee Resource Groups for people of similar backgrounds or interests to promote inclusion.
Hiring practices that promote diversity
We have a recruiter devoted to diversity sourcing to help us reach our diversity related hiring goals.
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Every other week Inner City Weightlifting comes to the office to teach a fitness class to Drift employees.
Mental health benefits
We offer all employees a free subscription to the Headspace meditation app, employee-led yoga and meditation breaks, and have an Employee Resource Group that focuses on mental well-being
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Company sponsored family events
Vacation + Time Off
Unlimited vacation policy
Generous PTO
We have unlimited vacation time, which includes sick days, paid holidays, etc.
Paid volunteer time
Sabbatical
After working at Drift for three years, all Drift employees are eligible for a month-long sabbatical.
Paid holidays
Paid sick days
Flexible time off
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Our Conversation Spaces are all fully stocked with snacks and drinks for the employees who decide to utilize the spaces.
Some meals provided
Company-sponsored happy hours
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
We offer a home office stipend to all employees, as well as a $100 credit each month towards internet, office supplies, etc.
Mother's room
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Customized development tracks
Personal development training

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