Director, Customer Onboarding / Sales Operations

Job Description

Join a rapidly growing company revolutionizing the trucking industry! Cargomatic is the leading platform and digital marketplace for powering world-class, local trucking. Local trucking is the lifeblood of every regional economy, and yet this trillion dollar industry still relies heavily on phone calls and fax machines. Cargomatic is transforming the way goods move around metropolitan areas by connecting shippers and commercial truck drivers with mobile technology. We are solving complex, real-world problems every day and giving full transparency to the shipping process. 

Cargomatic was named to the list of Built in Best Places to Work for 2023 and 2024, which recognizes the benefits we offer, our people-first culture and our commitment to supporting our employees’ success, growth and well-being.

Position Summary:

The Director of Customer Onboarding & Sales Operations is a key leadership role responsible for driving a world-class onboarding experience for Cargomatic’s customers. This role will focus on implementing and optimizing onboarding processes, particularly for customers with high levels of EDI/API integration. You will work closely with sales, engineering, product, and customer support teams to ensure new clients have a seamless and successful integration, setting the stage for long-term success with Cargomatic’s services.

Key Responsibilities:

• Customer Onboarding Strategy & Execution:
  • Lead and manage the end-to-end onboarding process for new customers, emphasizing efficient and timely EDI/API integration
  • Develop and implement onboarding strategies that support Cargomatic’s growth objectives while meeting customer expectations for quick, reliable setup
  • Collaborate with sales, product, engineering, and customer support teams to identify and remove obstacles in the onboarding process, ensuring a smooth transition from sales to operational use
• Sales Operations Leadership:
  • Utilize data and analytics to monitor the onboarding pipeline and track integration 
  • Collaborate on the sales processes, account management, and customer lifecycle planning to drive revenue growth
  • Design and optimize sales operations processes, including CRM usage, pipeline management, and revenue tracking
  • Lead the development of integration documentation, best practices, and training materials to streamline the technical aspects of onboarding
  • Track and monitor integration performance, proactively addressing any issues that may impact customer satisfaction or operational efficiency
• Customer Success & Relationship Building:
  • Establish strong relationships with key stakeholders within customer organizations to ensure their needs are met and they are set up for long-term success
  • Act as a trusted advisor to clients, ensuring they understand how to maximize the value of Cargomatic’s solutions
  • Collect and analyze customer feedback post-onboarding to inform continuous improvement efforts
• Cross-Functional Collaboration & Process Improvement:
  • Partner with commercial, product and engineering teams to align on new integration capabilities and improvements that will enhance the customer experience
  • Continuously evaluate and improve onboarding processes, leveraging customer feedback and industry best practices
  • Lead initiatives to automate and streamline onboarding processes to increase scalability and reduce time to go-live

Qualifications:

• Bachelor’s degree in Business, Operations, Logistics, or a related field; MBA or advanced degree preferred
• 7+ years of experience in customer onboarding, sales operations, or similar roles, with a focus on B2B technology, logistics, or SaaS environments
• Proven understanding with EDI/API integrations, including the ability to communicate complex information to non-technical stakeholders
• Strong leadership and team management skills, with a track record of successfully leading cross-functional projects and teams
• Excellent analytical, problem-solving, and organizational skills, with a data-driven approach to decision-making
• Superior communication skills, with the ability to build relationships with both internal teams and external clients
• Familiarity with CRM systems (e.g., Salesforce) and sales analytics tools
• Ability to work in a fast-paced environment and manage multiple priorities

The expected salary range for this role is $120,000 to $145,000. The actual base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and other factors permitted by law. Decisions will be made on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.