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About the Role
ROLLER is seeking a Director, Implementation & Professional Services to lead a global team responsible for customer onboarding, training, and professional services. This role is crucial for driving customer success and revenue growth by ensuring new clients are effectively set up and supported post-implementation. The position offers a significant opportunity to shape best-in-class processes in a fast-growing, dynamic company within the leisure and attractions industry.
Responsibilities
- Develop and execute a strategy for the customer training & implementation organization, aligning with overall company objectives.
- Design and implement efficient and scalable processes for implementing ROLLER and training users.
- Create ongoing training programs to drive product adoption and reduce support tickets.
- Evolve ROLLER's Professional Services practice into a scaled, mature function, owning playbooks for customer success and revenue maximization.
- Employ a data-backed and technology-enabled approach to identify and address operational challenges.
- Drive a culture of execution, speed, and quality in customer service.
- Enhance the overall customer experience for SMB, Mid-Market, and Enterprise clients.
- Develop a team of technical and training experts through hiring and ongoing training.
- Collaborate with other department leaders for seamless information flow.
- Establish a process with the Product Organization for feedback and to ensure team enablement on new features.
- Establish key performance indicators (KPIs) and report on support organization performance.
Requirements
- Entrepreneurial and innovative leader with a proven track record in customer success or onboarding operations.
- Minimum of 10 years of implementation or onboarding experience.
- At least 5 years in a leadership role overseeing customer success or onboarding organizations.
- Strategic mindset to develop and execute a vision for customer training and implementation.
- Expertise in designing and implementing efficient processes for technical and non-technical customer profiles.
- 10+ years of customer success, customer support and/or onboarding experience.
- 5+ years in a people leadership role overseeing global customer success organizations.
- Proven track record of designing and implementing onboarding and implementation processes for technical products.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Experience in developing customer-facing training programs.
Location
- Austin
Work Type
- Hybrid (3 days in office, 2 days remote)
Experience Level
- 10+ years of implementation or onboarding experience
- 5+ years in a leadership role
Benefits
- Access to coaching, education modules, and weekly webinars through the Team Member Assistance Program.
- Office located in Austin’s vibrant East Side.
- 16 weeks paid Parental Leave for primary carers.
- 4 weeks paid Parental Leave for secondary carers.
About the Company
- ROLLER is a global software-as-a-service company operating in over 30 countries, focused on the leisure and attractions industry.
- Our mission is to help businesses operate smoothly and create memorable guest experiences through seamless ticketing, point-of-sale, self-serve kiosks, memberships, and digital waiver processes.
- We are a team of over 300 passionate professionals working together to build something remarkable.
- ROLLER builds software for venues like trampoline parks, water parks, zoos, and museums.
- We are a fast-growing, growth-stage company backed by top-tier investors.