Qualio | "Competitive" comp not given
Steph's Notes:
Strong ability to de-escalate a situation (internal or external) to create a win-win scenario for both parties
But why would they need to de-escalate situations internally? Yikes on bikes.
Demonstrated ability to work cross-functionally on a common goal while influencing without authority
Adjusts quickly to shifting priorities and conditions.
Copes effectively with complexity and change, while maintaining focus on priorities.
Well, we're certainly building a narrative here, aren't we?
This one definitely earned the Tread Carefully category.
Original Job Description: Manager, Customer Onboarding
About Us
Qualio is on a mission to empower life science teams to launch and scale life-saving products. We’re doing that by building a connected and integrated quality management platform for the entire life science ecosystem. Qualio is trusted by 100s of highly regulated international customers, ranging from the bleeding edge of computational biology and machine learning to household names in mRNA vaccine development.
The Qualio team is an all-remote, globally distributed workforce with teammates in over ten countries.
What’s the opportunity?
As the Manager of the Customer Onboarding team, you will play a pivotal role in cultivating an exceptional customer experience that prioritizes time-to-value and customer satisfaction. You will lead a global team of Customer Onboarding Managers who are responsible for guiding customers through high-value and efficient onboarding projects. This crucial first step in Qualio's customer journey ensures successful launches and fosters ongoing adoption and value realization on the Qualio platform.
What will I be doing?
- Lead a global team of Customer Onboarding Managers (COMs) by effectively managing team workload, supporting the team by removing roadblocks, and managing customer expectations
- Continuously develop a robust onboarding process by maintaining a deep understanding of the customer profile and Qualio product to ensure customers successfully launch at scale
- Partner with other cross-functional teams to continuously improve the customer onboarding experience through product enhancements, process improvements, etc
- Support GTM partners as the spokesperson for all things customer onboarding. IE: Sales support, content development, customer case studies
- Utilize data to identify key areas of improvement while highlighting the success of team performance and broader impact to company outcomes
- Hire, retain and develop a team of rock-stars. Create and maintain a new hire curriculum that minimizes time to impact through adequate enablement. Foster a team environment that anchors on personal accountability, collaboration, continuous improvement and the desire to grow
What skills do I need?
- 1-3 years of experience leading and/or mentoring having demonstrated influence and followership
- 3+ years experience in B2B Saas environment
- 3-5 years experience managing customer engagements with strong project management skills
- Strong ability to de-escalate a situation (internal or external) to create a win-win scenario for both parties
- Proficient in effectively presenting and speaking in front of large groups
- Demonstrated ability to work cross-functionally on a common goal while influencing without authority
- Able to effectively communicate and present technical concepts to both technical and non-technical professionals.
- Committed to working with team members in other countries and time zones around the globe that will require flexibility in schedule
- Adjusts quickly to shifting priorities and conditions. Copes effectively with complexity and change, while maintaining focus on priorities.
Benefits
- Competitive salary
- Matching 401k
- Medical, Dental, and Vision Benefits
- Dependent & Health FSA, Short/Long Term Disability, Basic & Voluntary Life Insurance
- Unlimited PTO policy
- Company allowance for home office supplies
- 12 weeks paid parental leave
- Opportunity to make a difference through helping life-saving products get to market
A note to candidates:
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every single one of the qualifications as described in a job description. We are committed to building a diverse and inclusive company and we are most interested in finding the BEST candidate for the job. That candidate may be one who comes from a less traditional background, and that’s okay. We would strongly encourage you to apply, even if you don't believe you meet every one of the qualifications described.
