Head of Onboarding (Customer Success)

Who We Are

At Unbxd, we're building the world's largest search intelligence products, empowering leading e-commerce businesses globally. We are a close-knit, highly driven, and skilled team of engineers and support professionals who think big and execute beyond expectations. The challenges we tackle span algorithmic problem-solving, systems engineering, machine learning, and infrastructure at a massive scale. Learn more about us here : Netcore Unbxd!

Working With Us

This is a pivotal opportunity for visionary leaders, strategic problem-solvers, and those committed to continuous learning and team empowerment. Working at Unbxd is innovative, empowering, rewarding, and fun. We offer an amazing office environment, competitive pay, and an excellent benefits package.

What You'll Contribute

As the Head of Implementation, you will lead and empower a high-performing team of technical program managers / implementation specialists responsible for the successful implementation of Unbxd products for our diverse, global e-commerce clients. You'll set the strategic direction for project execution, ensuring operational excellence across the entire project lifecycle—from setup and testing to launch and post-launch activities. This includes establishing best practices for managing complex project schedules, proactively identifying and mitigating risks at a portfolio level, and ensuring seamless communication with all stakeholders, both internal and external. A key aspect of this role is fostering deep, strategic relationships with Unbxd's key clients, driving their success and expanding our partnerships.

Responsibilities

• Provide strategic leadership and mentorship to a team of strong-performing Technical Program Managers, fostering their growth and ensuring their success.
• Oversee the entire portfolio of client implementations, ensuring consistent, high-quality, and on-time delivery of Unbxd solutions across all projects.
• Define and optimize the project management lifecycle and processes for large-scale SaaS implementations, driving efficiency and scalability.
• Be the executive point of contact for key client relationships, understanding their strategic objectives and aligning Unbxd solutions to meet their business goals.
• Establish and monitor key performance indicators (KPIs) for project delivery, customer satisfaction, and team performance, implementing improvements as needed.
• Proactively identify and manage program-level risks, developing mitigation strategies and communicating effectively with senior leadership and stakeholders.
• Champion continuous improvement initiatives, leveraging client feedback and internal insights to enhance our product offerings and implementation methodologies.
• Drive cross-functional collaboration with Product Management, Engineering, Sales, and Customer Success to ensure seamless execution and client satisfaction.
• Stay abreast of industry trends, competitor activities, and emerging technologies to inform strategic decisions and maintain Unbxd's competitive edge.

Experience