Manager of Customer Onboarding

ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers offer amazing guest experiences through a full suite of venue management features. We are a fast-growing global company with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks - to name a few!

At the heart of ROLLER is our team - which consists of 300+ highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us, and we are well on our way toward becoming a global success story. But most of all, we love what we do, have a great time doing it, and are looking for like-minded people to join us on this amazing journey!

The Manager of Customer Onboarding bridges the gap between technical onboarding and customer value. This role will lead one of our AMER-based Training & Implementation teams to deliver a cohesive onboarding and training experience that promotes strong product adoption through technical implementation, platform configuration, and integrations for new customers.

This leader will oversee daily operations, performance, and development of the team, focusing on creating a best-in-class onboarding experience, driving process efficiencies, and developing omni-channel training strategies. They’ll also build close relationships with strategic accounts, ensuring ROLLER exceeds onboarding expectations and sets a course for long-term success and value.

• →Leadership & Strategy: Build, lead, and foster a culture of customer centricity and high-performance.
• →Customer Value & Engagement: Add value to customer relationships through direct engagement and proven approaches, driving desired customer outcomes.
• →Onboarding Journey Optimization: Design and implement scalable onboarding processes to shorten time-to-value, improve product adoption levels, and enhance customer training experiences.
• →Metrics & Reporting: Define and track performance metrics and KPIs at both team and account levels, ensuring performance visibility and accountability.
• →Product Adoption: Increase product adoption through the development of onboarding resources, including scalable training materials and videos.
• →Cross-Functional Collaboration: Work with Sales and Customer Success to optimize customer hand-offs, increasing onboarding efficiencies and eliminating customer effort.
• →Relationship Management: Guide team members in maintaining and enhancing customer relationships, with hands-on involvement in key accounts.
• →Cross-Functional Customer Programs: Lead key Customer Programs requiring collaboration across departments like Sales, Customer Success, Support, and Product.

• Experience: Minimum 2+ years in a Customer Onboarding leadership role with a proven track record of meeting KPIs. Enterprise customer experience is a plus.
• Education: MBA or related graduate degree preferred; technical undergrad and relevant certifications are a plus.
• Industry Knowledge: Strong understanding of software, subscription, and renewal-based business models; experience with B2B customer success focused on onboarding, product adoption, and technical implementation
• Communication & Relationship Building: Exceptional communication skills for C-level interactions and relationship development.
• Analytical & Goal-Oriented: Strong analytical and project management skills to drive business growth through data-driven strategies.
• Preferred: Background in family attractions or entertainment venues.

1. Initial call with our Talent Acquisition Manager
   You'll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations, and you can check off any initial questions you might have.
2. Interview with the Hiring Manager
   You'll get to meet with the hiring manager to learn more about the role & ROLLER, whilst also talking through your experience in more detail.
3. Loop Interviews
   This is where you will get to meet our wider ROLLER team to do a 'vibe check' on us to make sure our culture & vibe meet what you are looking for!
4. Presentation
   You'll receive a prompt in advance to prepare a presentation for the team leaders.
5. Offer
   If all lights are green and the fit feels right, we'll conduct reference checks and you'll receive an offer to join!