Job details

VP, Onboarding and Digital Experience

The VP, Customer Onboarding & Digital Experience will be responsible for driving customer success by ensuring a seamless onboarding experience and fostering self-serve enablement capabilities throughout the customer lifecycle. This leader will work cross-functionally with Customer Success, Product, Sales, and Marketing to develop strategies that enhance customer experience, enable efficient onboarding, and optimize the digital customer journey. The focus will be on building and enhancing the capabilities of the onboarding process, self-service resources, and community platforms, while ensuring alignment with overall go-to-market (GTM) motions. The VP will lead and optimize a team that ensures effective customer ticket management, performance monitoring, and drive engagement through digital-first hubs and communities. The ideal candidate will have a passion for customer success and a track record of enhancing operational efficiency, all while contributing to the company's long-term growth strategy.Responsibilities:• Customer Support: Oversee the Sr. Director of Customer Support in managing L1-L3 incident management and customer ticket response in accordance with SLAs. Drive the ownership and optimization of support tools like Zendesk to ensure efficient and high-quality support operations.• Customer Onboarding: Lead the Director of Onboarding to ensure smooth onboarding and enablement for new and existing customers. Improve processes, performance management, and systems that facilitate customer adoption at the beginning of the customer lifecycle.• Digital Customer Success: Manage the Manager of Digital Customer Success, focusing on optimizing the engagement of a digital-first customer segment. Ensure effective management to 1:X00 CSM to customer ratios and enhance self-service capabilities within digital interfaces to streamline traditional CSM workflows.• Customer Academy & Community: Supervise the Manager of Academy and Community to build and enhance self-serve resources, including the Customer Education Hub and User Community Hub. Support customer deflection from support teams by driving community engagement and reducing ticket count through education and peer-driven resources.• Operational Improvement: Evaluate and improve onboarding and enablement processes to ensure scalability and fit-for-purpose capabilities aligned with the company’s growth stage and customer needs.• Strategic Leadership: Collaborate with cross-functional teams such as Customer Success, Product, Sales, and Marketing to ensure the onboarding and enablement strategy aligns with overall GTM motions and drives growth across the customer lifecycle.• Technology & Tools: Oversee the implementation and optimization of customer support technologies like Zendesk to improve operational efficiency, drive automation, and enhance the customer experience.• Metrics & Performance: Create, track, and manage to key performance indicators (KPIs) related to customer onboarding, success, and support.Preferred Experience:• Proven leadership experience in Customer Success, Operations, or similar roles, with a focus on onboarding and enablement in SaaS or technology-driven environments.• Strong track record of improving customer onboarding processes and driving self-service enablement across various customer segments.• Experience working with cross-functional teams to drive alignment on customer-facing initiatives, especially in GTM strategy development and execution.• Deep understanding of customer support systems, including the optimization and management of platforms like Zendesk.• Demonstrated ability to lead and grow a team, with experience managing Sr. Directors, Directors, and Managers in a customer-facing environment.• Excellent communication, analytical, and leadership skills, with the ability to balance both strategic and operational priorities.

Cision Glassdoor Company Review

3.2

Cision DE&I Review

3.7

CEO of Cision

Brandon Crawley

Approve of CEO

Average salary estimate

Estimate provided by employer

$17 / HOURLY (est.)

min

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$13.97

$19.03

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What You Should Know About VP, Onboarding and Digital Experience, Cision

As the VP of Onboarding and Digital Experience at our innovative company in Chicago, IL, you'll be at the forefront of shaping how our customers experience our products and services from day one. This dynamic role involves leading the charge in creating a seamless onboarding process that not only excites new users but also encourages self-service empowerment throughout their journey. You will collaborate across departments including Customer Success, Product, Sales, and Marketing to devise strategies that significantly enhance the customer experience. Your leadership will guide the team responsible for effective customer ticket management whilst fostering engagement through digital hubs and community platforms. We're looking for someone with a passion for customer success, who has a proven background in optimizing processes and driving operational efficiency. Your expertise will help us refine our onboarding processes, improve customer support tools like Zendesk, and implement community-driven resources aimed at empowering customers. This isn't just a job; it’s your opportunity to influence the company's growth and contribute to a culture of excellence in customer care. If you're ready to take on a strategic leadership role that will impact customer satisfaction and loyalty, we can't wait to hear from you!

Frequently Asked Questions (FAQs) for VP, Onboarding and Digital Experience Role at Cision

What are the responsibilities of the VP of Onboarding and Digital Experience at the company?

The VP of Onboarding and Digital Experience will oversee critical areas such as customer support, onboarding processes, and digital customer success while managing a dedicated team. This role involves working cross-functionally to enhance customer experience through effective strategies that ensure seamless onboarding, community engagement, and the optimization of customer support technologies like Zendesk.