About the Role: 

Lattice’s Director of Customer Onboarding is responsible for building and operationalizing an exceptional onboarding and product consulting experience for our customers. As the leader of a growing team, you will define new processes, hire team management and consultants, and work very collaboratively within Lattice to drive continuous improvement in our professional services model.

Check out what our CX team is up to here!

Responsibilities:

• You will attract and retain top professional services talent -- both ICs and managers - and motivate, inspire and mentor team members to excel
• You will help craft the Customer Onboarding strategy for Lattice, including decisions on if and how to monetize our services
• You will build implementation programs that drive customers to product adoption and value realization
• You will clearly define Lattice's implementation methodology and design Statements of Work (SOWs) that meet the needs of our various customer segments and our customer segmentation strategy
• You will build a training program (in coordination with Product, CX Ops and Enablement) to ensure your team is at the forefront of Lattice product knowledge and HR tech industry technical requirements
• You will partner closely with Customer Success and Customer Support to deliver a unified and highly professional experience to our customers
• You will partner closely with sales and solution consulting teams to ensure customers pre-sale expectations are exceeded in the post-sale experience
• You will partner closely with CX Ops to define and measure project success
• You will partner with product and engineering to continuously improve products and be a voice in the roadmap

About You:

• You have 5+ years of experience working in a Implementation, Customer Success, or Professional Services leadership role - building and managing teams, managing delivery partners, and launching new service products
• You have experience working in management consulting and/or SaaS
• You’ve built customer programs from the ground up and you get energy from designing new customer journeys and experimenting
• You have experience building for scale -- developing content and leveraging technology that enables customers to be self-sufficient in the implementation process
• You’ve built services teams that effectively drive customer satisfaction, product adoption, and value realization
• You’ve built clear and measurable KPI guidelines for your services team members and delivered consistently against those KPIs
• You’ve worked closely with customers who have had bad experiences with your product or your team members, always seeking to learn and improve and share those learnings internally
• You've built successful cross-functional partnerships with sales, product, and engineering that have helped increase revenue, enhanced products, and enhanced your ability to deliver successful implementations
• You are comfortable with project management technology
• You thrive in a fast-paced SaaS startup environment
• Nice to haves:
• You have experience with instructional design
• You have experience working with services partners and / or outsourcing and are familiar with techniques for training and certifying partners
• You have experience with, and custom development around, API-based integrations  

Why Lattice? 

• We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment
• The opportunity to join an experienced and ambitious team that is passionate about solving customers’ needs and loves coming to work every day
• Partner with 1,500+ companies around the world to make sure their employees are engaged and performing at a high level
• A culture that encourages and promotes professional growth and development, with continuous learning reimbursements
• Competitive salary, equity, and benefits
• Centrally located FiDi office
• Flexible vacation/time-off policy

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Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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