Senior Manager, Solutions

OneDirect - Senior Manager, Solutions (4-8 yrs)

At OneDirect, our customers pay us over time. We will not be successful unless our customers are receiving massive value from our product/service. As such, we need a senior executive to own driving success for our customers by leading onboarding & solution activities to ensure timely delivery of value. This role includes responsibilities for Customer Success activities during onboarding & steady state stages by working closely with cross functional teams including product, technology and solution.

Responsibilities:

- Drive true value for customers especially during onboarding stage & define the vision of a Red Carpet experience.

- Work with cross-functional teams to ensure that projects have the best people with the right skills and at the right time.

- Standardize the template for a success plan & work independently or with other technical teams to deliver optimal solutions for customers following best practices.

- Monitor and report on all aspects of projects including progress, project success, forecasted hours, risks, communications and act as an escalation point for customers.

- Find ways for CSMs to deeply understand our customers objectives and Implement best practices to improve the methodology and quality of customer engagements.

- Lead the onboarding efforts within the constraints of schedule, scope, features/functionality, and budget.

- Act as the Single Point Of Contact for CSM team for all the customer success initiatives.

Own key metrics:

- NPS - Net Promoter Score

- Team member satisfaction & learning

- Own the financial model for your team, including projections of costs and new hires, and forecasts