Renewal Manager
monday.com
Director, Implementation and Project Management
Sagent
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Provide strategic leadership in developing and implementing customer onboarding processes that align with organizational goals and objectives
- Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the onboarding function
- Oversee the post-sales customer lifecycle, including new customer onboarding and new product implementations
- Support and implement changes related to customer renewals, product improvements, and up-sell and cross-sell initiatives
- Develop and implement strategies to maintain high levels of customer loyalty and satisfaction through customer go-live
- Address and resolve complex customer issues in a timely and effective manner
- Act as a customer advocate within the organization, ensuring customer feedback is heard and acted upon
- Maintain accurate and up-to-date records of customer interactions, onboarding and implementation progress, risk management, and issue resolution
- Generate regular reports on project and program metrics, performance, and satisfaction
- Lead and mentor a team of customer implementations professionals, providing guidance, coaching, and support
- Track and analyze customer performance metrics to ensure continuous engagement with the product and maximize product usage
- Utilize data-driven insights to identify opportunities for improvement and to inform strategic decisions
- Develop and oversee comprehensive customer training programs and collaborate with the training team to create effective training materials and resources
- Collaborate with Sales and Product teams to provide insights from customer interactions and contribute to product improvements
- Coordinate with Sales to identify opportunities for upselling and cross-selling during the onboarding process
Requirements
- Completion of a four-year college degree in a relevant discipline +10 years of experience in a related field OR completion of an advanced degree (masters or higher) in an applicable and relevant field +5 years of related experience (experience will be considered in lieu of a degree)
- Proven experience in strategic customer onboarding and post-sales lifecycle management
- Specific functional expertise gained through experience and/or formal education
- Strong leadership and team management skills
- Exceptional communication and interpersonal skills
- Results-oriented with a focus on customer satisfaction and engagement
- Ability to provide guidance to others as a lead or individual contributor project manager using product/service and technical expertise
- Problem-solving skills and ability to address complex customer issues effectively
- Experience in the mortgage industry with specific knowledge of loan servicing
