Head of Onboarding (Int’l, Managerial)

WaveBL is seeking a result-driven, motivated, and experienced Head of Onboarding to join an A-team that spearheads our growth. In this role, you will focus on providing our new customers with a great onboarding experience with a carefully designed customer journey and help to convert them to subscriptions and growth.

Who we are:

Wave BL is a blockchain-based digital courier platform that mirrors the traditional process for transferring original paper documents ⁠— electronically. Our solution enables instant, encrypted and authenticated transfer of Bills of Lading and other unique digital documents. Wave BL’s platform is designed to meet the needs of every member along the supply chain, from the smallest importer to the largest shipping carriers and banks.

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Responsibilities:

Manage a global distributed team of OB specialists and
technical project managers.

Take E2E ownership for a large global set of incoming new
accounts – (small, medium, and very large), and take them with
professionalism and care through the stages of our customer
journey.

Lead your team to prioritize and advance accounts through the
customer journey to maximize conversions and revenue,
shorten onboarding cycles, improve quality of process and data.

Enterprise / large accounts onboarding – create and deploy
program management methodologies, onboarding tools for
longer-term, multi-phase large-scale onboarding and leverage
technical PMs from your team.

Build and operationalize training materials for your team,
implementation methodologies and deployment processes,
customer qualifications and discovery sessions.

Work extensively with data, reports and metrics to monitor the
team’s performance, identify issues and bottlenecks, and
improve results continuously.

Hand over converted / onboarded accounts to the CSM /
Customer Engagement team in a systematic way.

Coordinate and monitor all operational activities, data and KPI
reports related to onboarding your set of accounts.

Manage customer activity with CRM tools for maximum
efficiency and visibility, with carefully executed follow-up to
closure on open issues.

Requirements:

Customer-obsessive, with at least 10 years of solid customer
onboarding, customer training or customer technical support
experience (SaaS background preferred) – Mandatory.

At least 2 tenures as Onboarding Team Lead or Head of OB –
Mandatory.

Extremely process oriented – likes to build and work with clear
processes and playbooks for your team, implement them
diligently while exercising good sense and discretion.

Excellent time management skills, ability to work under
pressure and prioritize and Leadership skills.

Excellent written and verbal communication/presentation skills
in English – Mandatory.

Additional languages – advantage.

starter – resourceful and creative in learning new domains. Fast
learner with a range of technical systems.

Proven knowledge and experience in the Supply Chain /
Shipping / International Trade industry – Strong Advantage.

Strong Familiarity with Salesforce, Jira, Monday – Advantage.