Team Lead, Onboarding
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