Director of Customer Onboarding

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

📋 Description

• Lead and oversee a team of Technical Program Managers.

• Take ownership of methodology and delivery results for Bidgely's implementation portfolio in North America.

• Recruit, onboard, mentor, and evaluate the performance of Technical Program Managers.

• Develop career advancement pathways and facilitate structured performance reviews and coaching sessions.

• Allocate Technical Program Managers based on program complexity, customer profiles, and development requirements.

• Foster a culture of accountability, technical excellence, and a customer-first approach to delivery.

• Manage cost tracking and ensure on-budget delivery across active projects.

• Maintain oversight of program health and take action on accounts that are at risk or require executive attention.

• Act as the primary escalation point for sales and customer issues across North America.

• Personally lead certain high-complexity or strategic projects.

• Participate in contract reviews, statements of work, shortlists, and change orders.

• Represent Customer Onboarding in executive business reviews and presentations for strategic accounts.

• Continuously enhance implementation methodologies, tools, and training programs throughout North America.

• Train and supervise training for Bidgely, systems integrators, and customer teams.

• Collaborate with R&D and Product Management regarding platform and tool direction.

• Work alongside Systems Integrator partners on complex, multi-party engagement strategies.

• Collaborate with Sales leadership on deal structuring and capacity planning.

⛳️ Requirements

• 11–15 years of experience in program or project management within a SaaS organization.

• Proven experience managing a team of program or project managers or solution consultants.

• Demonstrated success in owning delivery outcomes for a portfolio of large, complex, high-touch enterprise clients.

• Experience in hiring, mentoring, and developing program or project managers.

• Proven track record of managing project financials, including budgets, margins, and cost tracking.

• Experience collaborating with globally dispersed customers and teams.

• Familiarity with Agile software development methodologies and cloud-based B2B implementations.

• Strong executive presence, with experience influencing and presenting to senior customer and internal stakeholders.

• Exceptional written and verbal communication skills.

• Highly organized, collaborative, and proactive, with a focus on customer satisfaction.

• Previous experience as a Senior Technical Program Manager or Program Manager before transitioning to people management is preferred.

• A passion for or experience in the energy or energy efficiency sector is preferred.

• PMP certification is preferred.

• Must be authorized to work in the United States without requiring visa sponsorship.

🏝️ Benefits

• Medical, Dental, and Vision insurance from the first day.

• HSA, FSA, and DCFSA plans available.

• 401(k) retirement plan.

• Flexible paid time off policy.

• Annual wellness stipend.

• Annual professional development stipend.

• Paid parental leave.

• Mental health and wellness resources available for you and your family.

• Preferred pricing on entertainment, technology, and insurance products.

• Access to mentorship from experienced leaders in the industry.

• Remote-friendly scheduling tailored to your work preferences.

• Paid time off to volunteer for causes you support.

• Opportunities for growth in a rapidly scaling company.

• Collaborative work environment.

• Hands-on experience with AI, machine learning, and data platforms.

• Discretionary annual bonus.

• Equity options.