Summary: As the Director of Customer Onboarding for Restaurant Technologies, you will lead a team of professionals that all play a pivotal role in ensuring a seamless transition for our new customers into our commercial cooking oil solution (Total Oil Management), as well as our Company's hood and flue cleaning solution (AutoMist). Your primary responsibility will be to develop and execute strategies that optimize the onboarding experience, catering to the diverse needs of customers ranging from single-site establishments to national, multi-site rollouts. Additionally, you will oversee the management of the installation backlog, ensuring that new customers do not remain in backlog status for prolonged periods.

Location: Fully remote, must live in the continental US.

Key responsibilities:

• Customer-Centric Approach: Champion a customer-first mentality throughout the onboarding process, ensuring that their needs, expectations, and satisfaction remain at the forefront.
• Strategy Development: Lead the formulation of onboarding strategies that align with business objectives, incorporating insights from sales, operations, and customer feedback.
• Operational Integration: Collaborate closely with operations teams to ensure the technical installation process is seamlessly integrated into the onboarding journey, optimizing efficiency and effectiveness.
• Installation Backlog Management: Develop and implement strategies to manage the installation backlog effectively, ensuring that new customers do not remain in backlog status for prolonged periods. By overseeing the management of the ink-to-installation process, you will play a crucial role in ensuring that new customers receive timely and efficient onboarding, minimizing the time spent in backlog status.
• Communication Management: Establish and maintain clear communication channels between customers and internal stakeholders, setting the pace and cadence of interactions to ensure timely progress and alignment.
• Stakeholder Engagement: Effectively engage with various stakeholders within customer organizations, as well as across commercial/sales and operations teams internally, fostering collaboration and alignment towards common onboarding goals.
• Planning and Execution: Develop comprehensive onboarding plans, overseeing the execution of each step with a high level of accountability and action orientation. Establish key performance indicators (KPIs) and metrics to measure effectiveness.
• Continuous Improvement: Drive continuous improvement initiatives within the onboarding process, leveraging data analytics and customer feedback to identify areas for enhancement and optimization, including reducing backlog times.

Qualifications:

• Customer-Centric Mindset: Demonstrated ability to prioritize customer needs and deliver exceptional experiences throughout the onboarding journey. Clear communication providing expectations of both customer and us.
• Influence: Strong interpersonal skills with the ability to influence and lead cross-functional teams towards shared objectives. Capable of identifying the need for escalation during Customer Onboarding, connecting with the right stakeholders and taking ownership of determining a timely resolution.
• Strategic Problem Solving: Ability to analyze complex situations, identify issues and develop effective solutions.
• Technology & Systems Thinking: Strong analytical skills with the ability to understand complex systems and processes; ability to identify dependencies, bottlenecks, and areas for optimization within a system/process.
• Leadership: Develops and retains high-performing team members.
• Commercial Acumen: Proven experience in a commercially-oriented role, with a deep understanding of business dynamics and customer relationship management.
• Operational Understanding: Familiarity with technical installation processes and operations management, enabling effective coordination between sales, operations, and customers.
• Clear Communication: Exceptional communication skills, both verbal and written, with the capacity to convey complex concepts in a clear and concise manner.
• Bias for Action: Proactive mindset with a high bias for action and accountability, driving initiatives forward with a sense of urgency and purpose.
• Collaborative Approach: Ability to collaborate effectively with diverse stakeholders, both internally and externally, fostering strong working relationships and alignment.
• High Standards of Performance: Sets and leads to high performance standards, drives accountability and looks for ways to continuously improve performance. Driving customer satisfaction, operational efficiency and business growth.

Must have requirements:

• 10+ years of experience in customer onboarding, customer success, account management, or a related field
• 5+ years in a people leadership role.

Preferred:

• Bachelor's degree in Business Administration, Marketing or a related field. MBA preferred.
• Experience with SalesForce (SalesCloud and ServiceCloud)

Inclusive Employer
At Restaurant Technologies, we celebrate diversity, believe in equity, and are committed to creating an inclusive environment for all employees; we're proud to be an Equal Employment Opportunity and Affirmative Action employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. 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."

If you need assistance or an accommodation due to a disability, please contact us by email at or call 1-888-796-4997.

Culture & Benefits

Our employees are the foundation of our success and we take care of them! Our include professional development, competitive health care coverage, incentives and a healthy work and life balance. We've cultivated an award-winning workplace for driven team members who enjoy a fast pace and rapid growth balanced by a flexible and supportive environment. We've earned recognition as a "Best Place to Work," by the Minneapolis/St. Paul Business Journal along with The Minnesota Work Life Champions Award while consistently earning a spot on Minnesota's Fastest Growing Companies list. In addition, we've earned numerous awards from our customer base who consider Restaurant Technologies a valued strategic partner.

Who We Are

Restaurant Technologies is the leading provider of highly innovative and value-enhancing bulk cooking oil management services to the food service industry. Our solution is environmentally sound, highly efficient and creates a safer, more productive work environment for restaurant personnel. With over 35,000 existing customers we are an established, profitable mid-sized company poised for double-digit growth in the coming year. We are headquartered in suburban Minneapolis, Minnesota with a growing number of sites strategically located across the U.S. serving over 41 metropolitan markets.