Manager of Customer Onboarding
The Manager of Customer Onboarding at ROLLER leads an AMER-based Training & Implementation team to deliver a cohesive onboarding and training experience for new customers. This role focuses on driving product adoption through technical implementation, platform configuration, and integrations. The leader will oversee daily operations, performance, and development of the team, optimize onboarding processes, define KPIs, and collaborate cross-functionally to ensure customer success. Candidates should have 2+ years in a Customer Onboarding leadership role, strong industry knowledge, and excellent communication and analytical skills.
Key responsibilities include building and fostering a culture of customer centricity and high performance, adding value to customer relationships through direct engagement, designing and implementing scalable onboarding processes to shorten time-to-value, defining and tracking performance metrics and KPIs, increasing product adoption through the development of onboarding resources, collaborating with Sales and Customer Success to optimize customer hand-offs, guiding team members in maintaining and enhancing customer relationships, and leading key Customer Programs requiring cross-departmental collaboration.
Required qualifications include a minimum of 2+ years in a Customer Onboarding leadership role with a proven track record of meeting KPIs, a strong understanding of software, subscription, and renewal-based business models, experience with B2B customer success focused on onboarding, product adoption, and technical implementation, exceptional communication skills for C-level interactions and relationship development, and strong analytical and project management skills. Preferred qualifications include enterprise customer experience, an MBA or related graduate degree, a technical undergraduate degree and relevant certifications, and a background in family attractions or entertainment venues.
Compensation and benefits include an attractive compensation package, paid time off (PTO), sick days, US holidays, 4 ROLLER Recharge days per year, 16 weeks paid parental leave for primary carers and 4 weeks for secondary carers, 100% paid medical insurance for US employees, a 401(k) plan with a 100% match on contributions up to 5%, engagement in the 'Vibe Tribe' for company-wide initiatives, a Team Member Assistance Program, and individual learning and development budgets with genuine career growth opportunities.
ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. The company is fast-growing, with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks. At the heart of ROLLER is a team of over 300 highly energetic, driven, intelligent, and humble professionals, all contributing to building a great and enduring business. The company believes that the sky's the limit and is well on its way toward becoming a global success story. Most importantly, the team loves what they do, have a great time doing it, and are looking for like-minded people to join them on this amazing journey.