Vice President, Customer Onboarding

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!

The Vice President, Customer Onboarding will be responsible for all R365 product onboarding. This role is essential for ensuring the long-term success of our clients as well as meeting our gross retention & gross margin goals. Reporting and strategizing closely with several members of our Executive team, you will help R365 mature the customer onboarding vision while grooming future leaders and scaling a large team of passionate team members.

How you'll add value:

• Drive Operational Efficiency initiatives leading to strong Gross Margin company goals
• Manage clients at risk and serve as an escalation point. Mitigate client frustrations before they bubble up to the executive team.
• Contribute to a positive, fun, and innovative culture
• Motivate and lead team to achieve quarterly company objectives and maintain world class gross retention
• Manage customer programs and outreach initiatives
• Mentor and elevate managers in growing team to support rapidly expanding business
• Create, monitor, and refine team KPIs
• Conduct one-on-ones with managers and utilize all current tools to ensure their success in their positions
• Travel and present on behalf of CS for prospective clients and conferences when called upon
• Responsible for optimizing and measuring the onboarding customer journey experience
• Identify potential project pitfalls and spearhead resolutions for escalations
• Track metrics, project details, and deadline through various avenues, including Monday.com, Freshdesk, and Confluence
• Other duties as assigned
• Maintain and strengthen cross-departmental alignment with Product, Dev, Finance, Sales, and Marketing

What you'll need to be successful in this role:

• Ability to teach and coach effectively
• Ability to travel up to 10%
• Knowledgeable in all areas of a scalable, delightful customer journey
• Salesforce experience preferred
• 5+ Experience supporting and maintaining customers in a SAAS platform
• A proven track record leading a CS organization in the software industry and exceeding targets for 3+ yrs
• Very organized, detail oriented, and analytical
• Ability to understand and articulate technical concepts and derive solutions
• Strong organization and time-management skills. The ability to work independently without supervision
• Positive, collaborative, and flexible working style
• Efficient and timely with deadlines and deliverables

R365 Team Member Benefits & Perks

• Compensation: Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices. This position has a salary range of $150K-$230K. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location

Along with the compensation we provide the following marketing leading benefits and perks:

• Wellness initiatives
• 401k + matching
• Comprehensive medical benefits, 100% paid for employee
• Equity Option Grant
• Unlimited PTO + Company holidays
• Ability to work remote or hybrid

Why join our amazing team?

• Our product is the secret ingredient that makes a real difference to restaurants nationwide
• We're a community that prides itself in creating innovative solutions and producing quality work
• The open concept work environment that we've created is causal, collaborative, and cultivates communication

#BI-Remote

R365 is an Equal Opportunity Employer and we encourage all forward-thinkers who embrace change and possess a positive attitude to apply.