The Director of Onboarding leads the onboarding team responsible for onboarding new clients, managing data integration, and resolving implementation challenges. This role oversees hiring, client onboarding, process optimization, and issue resolution. The Director ensures the timely and effective execution of all onboarding projects, aligning with client needs and internal priorities. Additionally, the Director develops and refines processes to maximize efficiency, meeting or exceeding service level agreements (SLAs). This role collaborates across sales, product, development, and customer success functions to support future product releases and enhance implementation strategies.

The ideal candidate is someone who wants to create a frictionless experience for our clients and transform them into raving fans.

• Be a change agent. Identify improvements across the customer onboarding process that moves Impel from the current transactional process to one of a superior onboarding experience for our clients. Operationalize new methods that showcase the value of our platform and solutions from day one.
• Directly engage with clients to address inquiries, resolve implementation issues, and ensure a positive onboarding experience.
• Engages with all stakeholders regarding onboarding progress, issue resolution and service quality in alignment with best practices.
• Develop and operationalize best in class processes that allow us to hire, and onboard new team members, properly set expectations and ways to best monitor performance to create a culture of empowerment and accountability across the team.
• Streamlines project tracking and escalation systems to proactively identify and prioritize implementation challenges.
• Represent the Onboarding team in cross-functional initiatives and help manage intake requests for changes that impact onboarding processes.
• Partner closely with Customer Success, including sales and performance managers, to ensure seamless onboarding across teams.
• Manage relationships with third-party vendors, establishing processes, tracking SLAs, and driving continuous improvement.
• Performs other duties as required.

Other

• Maintains confidentiality of work-related issues, records, and company information.
• Demonstrates a commitment to Diversity, Equity, and inclusion by treating everyone with respect and dignity, ensuring all voices are heard, and advocating for change.

• Bachelor’s degree; and
• 5 plus years of experience in customer technical support or implementation; and
• 8-10+ years of leadership experience with increasing responsibilities; and
• Proven ability to manage customer expectations and project delivery; or
• A combination of education and experience is necessary to perform essential functions.
• Experience within the automotive marketing section is a plus

Demonstrated Success:

• Strong process orientation and attention to detail.
• Highly motivated, thriving in a fast-paced, result-driven environment.
• Excellent organization and prioritization skills.
• Strong verbal, written, and interpersonal communication skills.
• Effective negotiation and stakeholder management skills.
• Preferred: Familiarity with Salesforce, Tableau, and industry-specific software.