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About the Role

Lead a team dedicated to providing exceptional onboarding experiences, ensuring seamless transitions into our SaaS ERP solutions for funeral homes. Your efforts will set the foundation for long-term customer satisfaction and retention.

Responsibilities

Develop and refine the customer onboarding framework for a smooth and efficient transition for new clients.
Create comprehensive onboarding documentation and resources tailored to different customer segments.
Continuously assess and improve onboarding workflows to enhance customer engagement and satisfaction.
Lead, mentor, and grow a high-performing Customer Success Onboarding team.
Set team performance goals and regularly assess progress through KPIs.
Implement feedback loops and gather insights to continuously refine the onboarding process.
Collaborate with Sales, Product, and Support teams to ensure alignment and seamless handoffs.
Provide feedback to Product and Development teams about customer needs and potential improvements to the product.
Partner with senior stakeholders to align onboarding strategies with overall company goals and customer success objectives.
Utilize data and analytics to track onboarding success and identify areas for improvement.
Develop dashboards and reporting tools to provide real-time insights into onboarding performance.
Implement predictive models to forecast onboarding outcomes and proactively address potential challenges.

Requirements

Extensive experience in Customer Success, Onboarding, Consulting, or related roles, preferably in a B2B SaaS environment.
Proven track record in leading customer success or onboarding teams with a focus on process improvement and customer satisfaction.
Strong project management skills with the ability to manage multiple initiatives simultaneously.
Experience in using SFDC as CRM, Jira as Project Management tool and other customer success tools to enhance onboarding processes.
Excellent communication and interpersonal skills, capable of building relationships with both internal teams and customers.
Data-driven mindset with the ability to analyze and interpret data to drive strategic decisions.
Fluency in English and German.

Skills

Customer Success
Onboarding
Consulting
B2B SaaS
Team Leadership
Process Improvement
Customer Satisfaction
Project Management
SFDC
Jira
Customer Success Tools
Communication Skills
Interpersonal Skills
Data Analysis
Strategic Decision Making
English
German

Location

Remote
Berlin

Work Type

Remote
Hybrid

Experience Level

Team Lead

Benefits

Modern office space in Berlin (with flexible remote work options)
Culture of continuous learning, innovation, and professional growth
Opportunities to contribute to products that make a real impact
Dog friendly office

About the Company

Rapid Data is a leading software provider for the funeral industry in Europe, synonymous with innovation and progress since 1989.
Develops state-of-the-art ERP and CRM solutions that revolutionize the way funeral service providers work.
Pioneers of change aiming to lead the industry into a new era.
Goal to establish a global presence, supporting every funeral service provider and their partners with an all-in-one technology platform.
In a phase of accelerated growth, driven by vision and supported by a renowned private equity investor.
Every day presents an opportunity to push boundaries and realize dreams.