Senior Customer Onboarding Consultant - Franchise

Voxie Inc; Boston, Atlanta (MA, GA); Hybrid; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Customer Onboarding Consultant to lead the implementation of their innovative SMS platform. This role is pivotal in ensuring a seamless onboarding experience for large franchise clients, leveraging your expertise in project management and customer relationships. You'll collaborate across departments to define workflows, enhance customer journeys, and drive adoption of solutions. If you are passionate about technology and eager to make a significant impact in customer communication, this opportunity is perfect for you.

Qualifications

• 3+ years in consultative onboarding for large organizations.
• Experience in marketing technology and SMS communications.

Responsibilities

• Manage end-to-end implementation processes for clients.
• Build strong relationships with customer stakeholders.

Skills

Project Management

Customer Relationship Management

Communication Skills

Marketing Technology

Consultative Onboarding

Tools

Project Management Tools

Job description

Voxie is a leading conversational texting and automation platform that enables brands to personalize the text messaging experience for their customers at scale. We are building the future of communication by helping brands like Naked Wines, Eargo, Edible Arrangements and Camp Bow Wow, build meaningful relationships with their customers through conversation—SMS to start. Voxie has been named a Top 10 most innovative technology company, and secured $34 Million in Series A funding. We're backed by top tier VCs.

About The Role

As a Senior Customer Onboarding Consultant - Franchise, you will work with our largest customers to implement Voxie’s intelligent SMS platform. You’ll leverage deep knowledge of Voxie’s solutions, a strong commitment to customer experience, along with your extensive experience with project management to ensure a seamless client implementation and set the foundation for a successful long-term partnership.

In this role you'll have the opportunity to independently lead projects, create/refine processes, and collaborate across all departments.

What You Will Do

• Proactively manage the implementation process from end-to-end to achieve customers'/Voxie’s target timelines and success criteria
• Deeply understand our clients customer journey, use cases/pain points and align them to Voxie’s solutions
• Define, document, and communicate customer workflows, including SMS copy/cadence, compliance best practices, integration requirements, Voxie technical workflows and more
• Maintain customer records by updating account information, meeting notes, and task status using project management tools and methodologies
• Communicate technical requirements and timelines to various internal/external departments and with multiple third-party vendors to ensure project progress
• Partner with our data team to ensure client ROI and satisfaction
• Build strong relationships with key customer stakeholders to effectively drive adoption of solutions and identify opportunities for future expansion
• Partner with Sales, Engineering, Customer Success, and Support to ensure seamless hand-offs
• Collaborate internally with key stakeholders to improve product offerings, troubleshoot customer issues, and provide feedback on product enhancements
• Play a key role in the development and documentation of processes and best practices

What You Will Need

• 3+ years of hands-on experience in a consultative onboarding role, supporting large franchise / multi-location organization and/or enterprise-level customers co-developing communication strategies
• Bonus: prior experience at an early-stage SaaS company
• 2+ years experience in marketing technology, SMS for consumer communications, and/or email/digital marketing to act as a partner and enable customers to scale and grow with Voxie
• Proven ability to build and improve customer journeys/processes from the ground up
• Demonstrated project management experience, deploying multiple projects simultaneously in a fast-paced environment
• Stellar communication, presentation, and relationship-building skills and experience working with Marketing and IT executive leadership
• Ability to effectively collaborate with partners across Sales, CX, Product, and Engineering teams