Director, Customer Onboarding / Sales Operations

$120,000 - $145,000/Yr

Cargomatic - Atlanta, GA

Full-time - Senior

Atlanta, GA

Support Activities for Transportation

About the position

The Director of Customer Onboarding & Sales Operations at Cargomatic is a pivotal leadership role focused on enhancing the onboarding experience for customers, particularly those requiring EDI/API integration. This position involves collaborating with various teams to ensure a seamless integration process, ultimately contributing to customer satisfaction and long-term success with Cargomatic's services.

Responsibilities

• Lead and manage the end-to-end onboarding process for new customers, emphasizing efficient and timely EDI/API integration.
• Develop and implement onboarding strategies that support Cargomatic's growth objectives while meeting customer expectations for quick, reliable setup.
• Collaborate with sales, product, engineering, and customer support teams to identify and remove obstacles in the onboarding process, ensuring a smooth transition from sales to operational use.
• Utilize data and analytics to monitor the onboarding pipeline and track integration.
• Collaborate on the sales processes, account management, and customer lifecycle planning to drive revenue growth.
• Design and optimize sales operations processes, including CRM usage, pipeline management, and revenue tracking.
• Lead the development of integration documentation, best practices, and training materials to streamline the technical aspects of onboarding.
• Track and monitor integration performance, proactively addressing any issues that may impact customer satisfaction or operational efficiency.
• Establish strong relationships with key stakeholders within customer organizations to ensure their needs are met and they are set up for long-term success.
• Act as a trusted advisor to clients, ensuring they understand how to maximize the value of Cargomatic's solutions.
• Collect and analyze customer feedback post-onboarding to inform continuous improvement efforts.
• Partner with commercial, product and engineering teams to align on new integration capabilities and improvements that will enhance the customer experience.
• Continuously evaluate and improve onboarding processes, leveraging customer feedback and industry best practices.
• Lead initiatives to automate and streamline onboarding processes to increase scalability and reduce time to go-live.

Requirements

• Bachelor's degree in Business, Operations, Logistics, or a related field; MBA or advanced degree preferred.
• 7+ years of experience in customer onboarding, sales operations, or similar roles, with a focus on B2B technology, logistics, or SaaS environments.
• Proven understanding with EDI/API integrations, including the ability to communicate complex information to non-technical stakeholders.
• Strong leadership and team management skills, with a track record of successfully leading cross-functional projects and teams.
• Excellent analytical, problem-solving, and organizational skills, with a data-driven approach to decision-making.
• Superior communication skills, with the ability to build relationships with both internal teams and external clients.
• Familiarity with CRM systems (e.g., Salesforce) and sales analytics tools.
• Ability to work in a fast-paced environment and manage multiple priorities.

Benefits

• Performance-based incentives