The DL Job Board
JobsCompanies
Business Operations & Customer Onboarding Manager
Seattle, WA
Senior
Posted 2 months ago

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes. 

Zenoti powers more than 12,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.  

Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™ and unveiling a new brand video.  

To learn more about Zenoti visit: https://www.zenoti.com. 

We are hiring a customer obsessed hands-on Business Operations & Customer Onboarding Manager for our implementation & services functions to successfully onboarding new customers onto Zenoti. You will manage a team of Project Managers responsible for managing a robust onboarding portfolio. You will also lead a team of Product Consultants responsible for solutioning the Zenoti product. You will partner with cross-functional teams to ensure the success of new clients, including Sales, Product Management, Customer Success, and Customer Support. You will also develop and execute strategies to increase our efficiency and grow our impact.  

The ideal candidate is experienced in technical project/program management and has led teams in customer implementations of web-based SaaS or enterprise technologies in past or current roles. 

What will I be doing? 

  • Lead the customer implementation team, which oversees the successful completion of all activities required to launch new clients within the designated Business vertical. 
  • Implement and operationalize project management best practices to achieve key performance metrics and continuously raise the bar on the quality of delivery. 
  • Proactively identify and mitigate significant risks, unknowns, and hindrances to implementation plans. 
  • Identify and address cross-functional process improvement opportunities and blockers. 
  • Identify opportunities to reduce customer onboarding time and successfully implement changes. 
  • Be the voice of the customer and partner with key internal stakeholders to improve the customer experience. 
  • Lead a team that continuously improves and scales to meet company growth objectives. 
  • Resource planning, hiring and developing people to maintain a team that values continuous learning & improvement focuses on customer experience. 

Requirements 

  • Must have 5+ years experience in a people manager role, preferably in SaaS implementation or technical project management environment. 
  • 4-year bachelor’s degree in Business or any relevant discipline. MBA preferred 
  • Must have worked with large scale Enterprise or SMB customers. 
  • Desire to work in a competitive environment where one’s abilities and attitude drive one’s growth potential. 

What skills do I need?                                

  • Experience with and/or an understanding of the wellness industry is strongly recommended. 
  • Ability to prioritize, manage, and deliver concurrently on tactical objectives and long-term strategies that achieve aggressive performance goals. 
  • Ability to manage SaaS or Cloud technical accounts with a desire to learn new value propositions, products, and customers. 
  • Ability to dive deep and analyze a business in the wellness industry, both qualitatively and quantitatively, and articulate challenges, opportunities, and solutions 
  • Leadership skills, with excellent presentation and written communication skills working with VPs/Directors to understand needs. 
  • Passion for customer success, driven by customer satisfaction, product adoption, and achieving revenue results. 
  • Experience working with global remote teams 
  •  Open to travel on short notice to customer locations when required (only when safe to do so), up to 20% 

Preferable skills 

  • Bachelors in Computer Science or similar degree 
  • Working knowledge of CRM tools-Salesforce Lightning/Basecamp, 
  • Exposure to PMT tools- JIRA/Guide CX/Monday/Mavenlink, 
  • Working knowledge of writing programming scripts involving migrations from discrete data sources. 

 

NOTE: This position will be remote to start but primarily located in the Bellevue/Seattle area. 

 

Benefits

At Zenoti, we believe that when people feel good, they are able to do great things. We enable our employees to unleash their potential by providing enriching career opportunities and dynamic financial rewards. We foster an enriching culture, supportive and dynamic work environment, and encourage our employees to balance life, work, and wellbeing. We offer all of our employees:

  • A competitive base salary, plus bonus
  • Eligibility to receive equity through company Employee Stock Option Plan
  • Fully-paid supplementary medical, dental, and vision coverage
  • Unlimited paid time off
  • Flexible work hours
  • Programs, classes and activities supporting your physical and mental well being, led by Zenoti's dedicated Chief Wellness Officer

Zenoti is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Zenoti
Zenoti is a provider of cloud-based software for the spa and salon industries.
Size:  251-500 employees
Funding Level:  Late-stage Startup
Total Amount Raised:  251.0 M
Year Founded:  2010
Investors
Accel
Tiger Global Management
Norwest Venture Partners
Steadview Capital
Advent International