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Director of Onboarding
Lavu
Administration
Tampa, FL, USA
Posted on Jan 17, 2025
About Lavu
Lavu is a global leader in restaurant platform technology, including Point of Sale (POS), payments, payroll, banking, and more, offering innovative solutions designed to help local restaurants thrive. As the first POS system available in 80 countries, Lavu has set the standard for global innovation in the restaurant industry. By focusing on profitability, reliability, and world-class customer service, Lavu partners with restaurants to create exceptional guest and team experiences.
We’re looking for:Lavu is seeking a dynamic and strategic Director of Onboarding to lead, scale, and inspire a team dedicated to delivering seamless and impactful onboarding experiences for our small and medium business (SMB) customers. As the Director of Onboarding, you will drive initiatives that ensure timely implementation, accelerate time-to-value, and set the foundation for long-term customer success. This critical role reports to the SVP of Operations and is integral to Lavu’s mission of empowering SMBs globally. This is an in office role, located at our Tampa, FL location.
What you’ll do:
- Lead Onboarding Excellence: Develop and implement scalable onboarding strategies that align with customer needs and company objectives, ensuring smooth transitions from sales to success.
- Collaborate Across Teams: Work closely with Sales, Customer Success, and Product teams to optimize onboarding workflows and enhance the customer journey.
- Build a Culture of Success: Foster a customer-centric culture that prioritizes proactive support and continuous improvement throughout the onboarding process.
- Analyze and Optimize: Leverage quantitative and analytical skills to monitor onboarding metrics, reduce time-to-proficiency, and drive impactful results.
- Develop Resources: Collaborate with internal teams to create self-service materials and training programs tailored to SMB customers.
- Ensure Retention: Establish frameworks to identify potential risks early and implement strategies to prevent churn.
- Mentor and Scale the Team: Recruit, train, and retain top onboarding talent while fostering an environment of learning and growth.
What we’re looking for:
- Proven Leadership: 5+ years of experience managing SaaS onboarding or implementation teams, preferably in SMB-focused businesses. Global experience is a plus.
- Customer-Centric Mindset: Demonstrated ability to empathize with customers and deliver solutions that exceed expectations.
- SaaS Expertise: Strong understanding of recurring revenue models and the unique challenges of SaaS customer lifecycles.
- Analytical and Strategic: Ability to translate data insights into actionable strategies that improve onboarding efficiency and customer satisfaction.
- Effective Communication: Exceptional interpersonal and leadership skills with a knack for motivating teams and building consensus.
- Results-Driven: Track record of successfully reducing time-to-go-live, improving customer satisfaction, and scaling onboarding operations.
- Culture Carrier: You live the Lavu values and use them to make decisions.
- Educational Background: Bachelor’s degree preferred or equivalent experience.
Qualifications:
- Experience providing support for SaaS products focused in the SMB space, with a hardware component. (Preferred, products that sell around our price point of $100 - $1500 per month)
- Has demonstrated success having built out onboarding strategies and metrics for thousands of customers around the world (without an army of humans at their disposal)
- Experience managing globally distributed teams
- Experience owning the customer relationship throughout the entire customer lifecycle including Onboarding, Support, Success, Retention and Logistics/Fulfillment.
- Experience owning, managing, and improving overall customer satisfaction including reductions in churn.
- Someone who has done it before at a growth stage (pre-IPO) and demonstrated success in that role