Brinqa Hiring for Director, Onboarding at Austin, TX Full Time

The Customer first Onboarding Team is responsible for driving and coordinating all aspects of the initial Brinqa configuration and product MVP (minimum viable product) to ensure the shortest time to value and a best-in-class experience for new Brinqa customers. This role is responsible for leading a team that provides support for onboarding, gathers and provides data and feedback to internal stakeholders about the effectiveness of the onboarding process and ways to continually improve it. The role will build and implement the strategic plan to improve onboarding effectiveness, delivery efficiencies, and standardize MVP. The role also assists in the training and roll out of the MVP to the customer.

WHAT YOU WILL DO

• Manage customer expectations and understanding of the Brinqa MVP
• Own implementations experience and customer satisfaction
• Manage MVP adoption through efficient onboarding bundles and practices
• Build and maintain strong relationships with key partners in Sales, Services, Product Management, and Engineering.
• Work with stakeholders in Sales, Services, and Product Management to streamline processes.
• Develop and continually mature processes, checklists, templates, automation tools to wring out all inefficiencies, and make the onboarding process progressively efficient through metrics measurement and iterative improvements.
• Hire and grow team of onboarding specialists, project managers and supervisors
• Be acutely aware of risk to the business due to onboarding delays and customer satisfaction, and take ownership of issues when they arise
• Some travel (20%) to customer sites may be required.

Ultimately, you’ll be expected to own our customers’ Onboarding end-to-end experience, including:

• Representing Brinqa as the customer-facing contact, responsible for a successful end-to-end customer experience for onboarding implementations.
• Define metrics, create a system for tracking those metrics, and drive operational excellence across the onboarding process so that the MVP deployment becomes predictable and repeatable
• Manage customer and internal stakeholder expectations with consultative advice regarding the technical aspects of vulnerability management including RFP responses, customer presentations and client visits
• Scope customer requests and translate business requirements into detailed technical specifications, delineating scope for onboarding and MVP, and post-onboarding phase through paid professional services.
• Use appropriate tools to document scope, meeting agendas, minutes, project plans, risks, and onboarding best practices.
• Own appropriate levels of customer communication as well as internal ing to keep all stakeholders apprised of customer onboardings

WHAT YOU’LL NEED

• BS/BA in computer science, engineering or equivalent; Master’s degree a plus
• At least 15 years in a customer-facing role in professional services, customer success, or customer support, with at least 3-5 years experience in a customer onboarding leadership position, in innovative and fast-paced enterprise software environments.
• Experience in coaching and mentoring employees and proven ability to successfully manage conflict, and managing change.
• High level of character and integrity. Intellectual problem solver and strategic thinker, able to see the big picture.
• Technical expertise to work cross functionally with product, sales, and customers
• Experience in risk awareness and skills to develop and ensure quality program setups
• Excellent verbal, written, interpersonal, and organizational skills
• Strong presentation and negotiating skills
• Demonstrated team building skills and ability to work in a team environment
• Cybersecurity experience is strongly desired