Customer Onboarding Consultant

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee mid-market franchise implementations from initiation to launch, managing multi-location rollouts, stakeholder interactions, project timelines, deliverables, and responsibilities.

• Handle a portfolio of simultaneous implementations, prioritizing tasks across accounts while maintaining visibility on timelines.

• Foster trust with marketing and operations leaders, franchisees/owners, and their teams.

• Document customer workflows and technical specifications.

• Collaborate with Engineering, Product, Sales, and Customer Success on franchise-specific integrations, POS systems, and third-party vendor requirements.

• Enhance onboarding playbooks, templates, and enablement resources.

• Convert customer objectives and sales contracts into compliant SMS strategies that adhere to brand guidelines.

• Create SMS customer journeys, message sequences, campaign content, audience segmentation, and automation workflows.

• Reconcile franchisor mandates with franchisee execution and local adaptations.

• Establish success metrics, KPIs, optimization strategies, and data-driven insights.

• Integrate TCPA and CTIA compliance into SMS strategies while educating clients on consent management, opt-outs, and messaging best practices.

• Transition accounts to Customer Success with seamless handoffs and comprehensive context.

⛳️ Requirements

• Full professional proficiency in English, both written and spoken; near-native command of English is crucial.

• Over 2 years of experience in a consultative onboarding, implementation, or account management role, particularly with multi-location or franchise organizations.

• More than 1 year of experience working with marketing technology or digital communication tools in a customer-facing role.

• Proven ability to manage relationships with director- and manager-level stakeholders.

• Comfort and experience presenting to VP-level audiences.

• Demonstrated success in running multiple implementations simultaneously while adhering to schedules.

• Strong project management capabilities with the ability to handle several concurrent implementations.

• Technical proficiency in API integrations, POS systems, compliance requirements, and multi-location data flows.

• Excellent written and verbal communication skills.

• Access to reliable high-speed internet and a quiet, professional setting for video meetings.

🏝️ Benefits

• Fully remote work arrangement.

• Contract engagement.

• Daily overlap with U.S. business hours.

• Access to reliable high-speed internet and a quiet, professional environment for video meetings.