Director, Customer Onboarding

| Chicago

The Customer Onboarding Director is a member of the Customer Success Department and oversees a 4-6 person group dedicated to ensuring an optimal experience for our customers within the first phase of their Numerator partnership.
Responsibilities:
○ Enable the team to drive realized value and adoption, while setting measurable goals to ensure long-term success
○ Inspect that critical milestones are being hit across all Numerator solutions during the Onboarding phase and manage the score carding process for assessing initial risk
○ Act as a customer advocate to inform Product, Operations, Sales, and the rest of Customer Success of common themes, successes, and challenges with initial set up, adoption, and product/solution feedback
○ Oversee the confirmation and deployment of foundational customer use cases, as well as the documentation of client impact stories
○ Build scale and service level agreements for expanding our reach and impact with customers from day one
○ Collaborate with Client Directors, Sales Directors, and Engagement Managers to build and execute components of the Account Plan and Customer Success Plan
○ Enhance the overall onboarding lifecycle phase for our customers by ensuring we validate and exceed expectations
○ Assist with driving the creation of content of our Help Center in terms of what great onboarding looks like
• Bachelor's or Master's degree with at least 5 years of relevant experience; Prior management experience is a plus
• Desired CPG experience in Brand Marketing, Market Research, Category Management, and/or Shopper & Consumer Insights roles, or experience as a service provider to these functions
• Understanding of both syndicated and household panel date (Nielsen and/or IRI)
• Working knowledge of enterprise software applications and services designed for the retail and consumer goods industries is highly valued (e.g., Nielsen, IRI, NPD, Dunnhumby)
• Working knowledge of Business Intelligence software such as Microstrategy, Tableau, QlikView, or Business Objects
• Expertise with one or more of Numerator's products is advantageous
• Strong track record of leading and mentoring a team, with an ability to articulate objectives, goals, and intended outcomes
• Skilled at developing relationships with clients to become a trusted and value-added business partner
• Excellent oral and written communication skills
• Strong presentation skills, particularly with training customers in a technological area
• Strong project management skills and the ability to easily walk people through an entire process, step by step, and create a story to increase understanding of the data
• Proven analytic skills: conceptualizing, analyzing, deriving insights from data, and designing an execution plan to achieve success on our platform
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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Technology we use

  • Engineering
  • Product
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    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
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    • MySQLDatabases
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    • Mode AnalyticsAnalytics
    • BalsamiqDesign
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Location

Our office is centrally located in the Willis Tower! It is easily accessible to all forms of public transit & many great lunch options.

An Insider's view of Numerator

How would you describe the company’s work-life balance?

Work-life balance is a non-issue here. I have autonomy to make sure my work falls under a schedule that is appropriate for my life when I need it. Each week, encourage people to be honest with their workload to their team, so we can adjust resources. If we see that someone is drowning in work, we learn why and develop ways to fix the issue.

Shawn

Senior Analyst

How do you collaborate with other teams in the company?

This is a highly collaborative company, but many workers are based remotely. Zoom or Google Hangouts videoconferencing is used on a daily basis to bring together team members in various locations. The company also emphasizes in-person collaboration, and holds several collocated meetings throughout the year.

Brian

Director of Strategic Programs

How does the company support your career growth?

My manager has been very supportive of having career discussions with me during our weekly 1:1's. We have clear and open communication around career growth and set goals that benefit myself, team, and company. This helps to address growth opportunities and next steps in my career.

Nikka

Senior Product Manager

What unique initiatives do you have that encourage innovation?

Every quarter, we host a company wide "hack day" for 48 hours. The idea is to take a concept, embrace the lean startup notion that done is better than perfect, and hack your way towards a prototype. While this started as an engineer focused event, sales or services hacks are a popular way to test out new sales approaches and services deliverables.

Jon

SVP, Pilot Solutions

What are some things you learned at the company?

Numerator truly brings people together even though we have a dispersed team. I’ve learned how to collaborate with my teammates across the country. We share updates through newsletters, events and random jokes to make us laugh! From video meetings to Slack, Numerator raises the bar on how to stay connected to your teammates no matter where you are.

Emily

VP, Marketing

What are Numerator Perks + Benefits

Numerator Benefits Overview

Our benefits and perks are top notch! We offer really great pricing and discounts on everything we have for everyone that is eligible!

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
The Healthcare FSA allows you to set aside up to $2,650 per plan year to cover eligible healthcare expenses for medical, prescription drug, dental, and vision expenses for you and eligible dependents.
Disability Insurance
We provide LTD/STD benefit to eligible employees of 60% of your weekly/monthly earnings. You pay taxes on the premiums for this coverage, so benefit payments received are non-taxable.
Dental Benefits
If you enroll in the Cigna Dental PPO plan, you still have the ability to choose any dental provider!
Vision Benefits
Our vision benefits are provided by Cigna. You have the option of using a Cigna or a Non-Cigna provider each time you obtain vision services!
Health Insurance Benefits
We offer two medical plans that will be sure to meet your needs-the CDHP and PPO. We do offer FSA as well as an HSA.
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Generous Parental Leave
Our commitment to support our employees in their decision to become parents along with the hard work they do for us, we provide parental leave and pregnancy leave plans in addition to FMLA coverage.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Perks & Discounts
Casual Dress
Our dress code includes jeans, shorts, and tee shirts every day of the week!
Commuter Benefits
You can set aside pre-tax money to pay for eligible transit and/or parking expenses. Each month, you can contribute up to $260 for eligible transit expenses, and/or eligible parking expenses.
Company Outings
We have team outings as well as company-wide annual holiday parties and other events for all employees!
Happy Hours
Our team loves to hang out together and where we are located there is access to multiple venues where teams can unwind.
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