ONBOARDING/CUSTOMER SUCCESS MANAGER

Onboarding/Customer success ManagerThe Onboarding/Customer success Manager is responsible for the timely and efficient onboarding of retailers and restaurants onto the ecommerce platform. This role focuses on enhancing and simplifying the onboarding process to ensure a smooth integration experience for new partners.The Onboarding Manager reports directly to the Head of Operations.Key Responsibilities1. Onboarding Process ManagementTimely Onboarding: Ensure the efficient and timely onboarding of new retailers and restaurants, meeting predefined timelines and quality standards.Process Coordination: Coordinate all aspects of the onboarding process, including initial contact, documentation, system integration, and training.2. Process ImprovementEnhancement: Continuously seek ways to enhance the onboarding process, making it more efficient and user-friendly for new partners.Simplification: Identify and implement methods to simplify the onboarding procedures, reducing the time and effort required for new partners to get started.3. Relationship ManagementPartner Interaction: Serve as the primary point of contact for new retailers andrestaurants during the onboarding phase, providing guidance and support.Feedback Collection: Gather feedback from new partners on the onboarding experience and use this information to drive improvements.4. Training and SupportTraining Programs: Develop and deliver training programs for new partners, ensuring they understand how to use the platform and are aware of best practices.Ongoing Support: Provide ongoing support to new partners during the initial stages of their engagement with the platform, addressing any issues or concerns that arise.5. Documentation and ComplianceDocumentation Management: Ensure all necessary documentation is collected, verified, and properly filed during the onboarding process.Compliance: Ensure that the onboarding process complies with all relevant regulations and company policies.6. Collaboration and CommunicationInternal Collaboration: Work closely with other departments, such as customer service, logistics, and IT, to ensure a seamless onboarding experience for new partners.Stakeholder Communication: Maintain clear and effective communication with the Head of Operations and other key stakeholders regarding onboarding progress and challenges.7. Performance Monitoring and ReportingKPI Tracking: Develop and monitor key performance indicators (KPIs) related to the onboarding process, such as time to onboard, partner satisfaction, and process efficiency.Reporting: Create detailed reports on onboarding activities and performance, providing insights and recommendations to the Head of Operations.Reporting and EscalationReports to: Head of OperationsEscalation Point: Escalate significant onboarding issues or delays to the Head of Operations for resolution.The Onboarding Manager is expected to create a positive onboarding experience for new partners, driving continuous improvement in onboarding processes and ensuring that new retailers and restaurants are integrated efficiently and effectively into the ecommerce platform.