Lead, Customer Activation

Lead, Customer Activation

Important Notice: To be considered for this role, you must submit an introductory video via a Loom link (Click to view) along with a personalized message explaining why you are a good fit for the role. Once you pass the first interview round, you will be given an assignment and a rigorous test to complete before advancing to the second interview. Please do not apply unless you meet the following experience and skill requirements without exception:

KEY REQUIREMENTS (Do not Apply if you don’t satisfy the following skills):
– High Pressure and Detail Orientation: This role demands the ability to work well under pressure, juggle multiple projects with near perfection, and navigate uncertainty and ambiguity. Creativity, critical thinking, and the ability to think abstractly about optimization are crucial. This is not a routine copy-and-paste job; it requires meticulous attention to detail.
– Communication Excellence: You must have proven written and verbal communication skills. You will be responsible for developing official communications for government websites and business owners, as well as designing tax return language.
– SaaS Implementation Experience: Previous experience with SaaS implementation at tech firms is mandatory.
– Management Experience: At least five years of management or equivalent experience is required.
– Project Management Certification: A project management certification or equivalent experience is necessary.

Overview:
As a Customer Activation Lead at Azavar, you will play a pivotal role in integrating customers into our diverse product offerings, including our municipal audit program and Localgov Tax & Licensing platform for businesses to maintain compliance with local governments. This role combines project management, technical acumen, critical & design thinking, consultation, and a customer-centric focus to ensure a seamless transition from onboarding to full utilization of our services.

Key Responsibilities:

Onboarding Optimization & Process Management:
– Customer Relationship Initiation: Facilitate the handoff from sales to onboarding, initiating the customer relationship.
– Onboarding Process Management: Manage the complete onboarding process for all Azavar products and services, ensuring a streamlined experience.
– Program Design and Optimization: Analyze customers’ current administrative assets and procedures. Optimize and design new programs, digital forms, documentation, communication collateral, and the overall program experience. This requires high-level attention to detail, creativity, multitasking, technical acumen, and abstract thinking. You will be responsible for creating an optimized program and experience in preparation for handoff to production and secure deployment for the Localgov platform.
– Project Coordination: Oversee and manage all aspects of onboarding projects, including timelines and task coordination, while maintaining constant communication with stakeholders.
– Account Setup and Data Intake: Ensure that account setup and data intake processes are completed accurately for all customers.

Technical Expertise and Training:
– Industry Knowledge: Gain proficiency in local government finance management, tax administration, and business licensing processes to optimize and digitize government programs and filing forms.
– Product Knowledge: Maintain a high level of technical understanding of our software products and audit processes to enhance process efficiency and customer experience.
Collaboration and Communication:
– Serve as the authority in optimizing customer programs during onboarding by gathering insights from key company stakeholders.
– Provide expert consultation to customers during the onboarding process, addressing all inquiries and presenting tailored solutions for unique issues.
– Translate customized program procedures into clear documentation for the internal team.
– Work collaboratively with the onboarding implementation specialist and other team members to ensure all tasks are completed effectively.
– Develop and refine communication collateral, tailoring it to meet customer needs and organizational standards.
Project Management and Quality Assurance:
– Bring professional project management experience, handling enterprise-level projects with a sharp eye for detail.
– Implement and oversee quality assurance measures, ensuring all onboarding processes meet the highest standards.
– Regularly review and enhance team-developed deliverables and communications before customer delivery.

Customer Success and Engagement:
– Prioritize customer satisfaction, transforming their experience into an efficient and streamlined process/program.
– Facilitate a smooth transition to production teams after onboarding completion.
– Manage the secure deployment of customer software portals.

Data Management and Reporting:
– Handle customer data and resources efficiently.
– Track and report key metrics such as customer onboardings, average onboarding time, and scheduling of welcome calls within contract start periods.

Professional Development and Skills:
– Develop and maintain conflict resolution and leadership skills to effectively lead teams.
– Demonstrate professional writing skills.

Qualifications:
– Proven experience in professional project management, particularly in managing enterprise-level projects.
– Exceptional detail orientation and critical thinking abilities.
– Strong interpersonal and communication skills.
– Proficiency in relevant software tools (HubSpot, Jira Work Management, Excel, Google Suite).
– Demonstrated ability in cross-functional technical understanding and process optimization.
– A commitment to maintaining high quality standards in every aspect of the onboarding process.
– Bachelor’s degree.
– At least five years of experience in a team lead or managerial role with implementation and customer onboarding at a technology or SaaS company.

Additional Requirements:
– This role demands excellent writing skills, multitasking abilities, and abstract and critical thinking.
– Professional project management certification required.
– Candidates must exhibit attention to detail, a strong value for soft skills, creativity, communication, emotional intelligence, and teamwork.
– Must be ambitious, committed to excellence, and willing to accept responsibility and accountability.
– Ability to handle VERY fast-paced and high-pressure work environments, take feedback constructively, and remain respectful and assertive.
– Candidates will undergo testing for culture fit, attention to detail, project management, communication, and IQ or equivalent assessments.
– Shortlisted candidates will complete a rigorous assignment to demonstrate skills.
– This is a full-time, graveyard shift on Central Standard Time (Chicago) position with some flexibility, offering $20/hr, $3,200/month USD, and two weeks of paid vacation to start.

Application Instructions:
Interested candidates should submit their resume along with a cover letter outlining their suitability for the role. Automated messages will not be accepted. Only candidates who send an introductory video via Loom explaining why they are a good fit for this position and why they want to work at Azavar will be considered for an interview. If you are not a good fit for this position, please share this job posting with someone who might be.

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