Role Description and Mission:

We're looking for a results oriented, passionate and dynamicMobile Test Automation Engineer to join our rapidly growing engineering team.

Responsibilities:

• Develop and Maintain automation framework(s) and scripts
• Develop, maintain and execute high quality automation tests to ensure sufficient test
  coverage for iOS, Android and Web applications
• Write and Execute test cases and test plans using test management tools
• Ensure using QA best practices by writing test plans according to the guidelines, filing the bug reports using accurate information, reproduction steps and related documentation and(or) screen recordings
• Write automation scripts according to the coding guidelines and conventions
• Collaborate with cross functional team members to understand the requirements, communicate QA status, and help with production defects repro steps
• Ensure QA test cases map to the functional requirements and create the RTM matrix
• Provide work estimates during sprint planning and stand-ups.

Skills, Education and Experience:

• B.S degree or equivalent in Computer Science or related field
• Candidate should have at least 4+ years of related experience
• Understanding of mobile device ecosystems (Android, iOS) 
• Proven experience in Mobile Apps and web application projects along with creating and maintaining automation scripts for mobile and web app testing
• Experience testing react-native applications 
• Some knowledge of node-fetch, cocoapods, mocha, Xcode, Android studio
• Experience with any of the following languages - JavaScript / Typescript, or other common languages (Java, Ruby, etc.)
• Proficient in one or more of the following testing frameworks: Detox, Appium, Espresso, XCUITest
• Experience with Selenium and Cucumber
• Experience testing APIs (GraphQL preferred), knowledge of related tools such as Postman, Altair 
• Should be well versed with STLC / SDLC, testing methodologies / process
• Experience with Continuous Integration
• Working experience in Agile methodology with in-sprint automation.
• Experience with one or more test management tools such as, Zephyr, TestRail
• Experience with load and performance testing is a big plus

Preferred Skills:

• Some knowledge/experience of rspec and cypress/jest is a plus
• Knowledge of Jmeter is a plus
• Knowledge of “shift left” paradigm is a big plus

Hiring In:

• United States:  AZ, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA, CA
• Canada: Province of Ontario

Role Description and Mission:

The Client Success Associate plays a crucial role in building and maintaining client relationships, ensuring client satisfaction, and providing targeted support for a select group of clients. By proactively identifying clients’ needs and potential challenges, they work closely with internal teams to drive client retention, identify revenue opportunities and promote long-term success.

Key Outcomes:

1. Account Management:

• Client Engagement: Serve as a point of contact for select clients when escalated issues arise, ensuring that their needs are met promptly and effectively. Support clients in understanding and navigating self-service tools to minimize dependency on direct support.
• Problem Solving: Stay well-versed in standard client success processes and policies to quickly address client inquiries and resolve issues that exceed self-service capabilities.

• Adoption Support: Assist the Sales Engineering, Platform Success, and Client Support teams with the implementation and ongoing execution of service agreements. Act as an escalation path for issues that cannot be resolved through standard client self-service tools.
• Growth Identification: Identify opportunities for solution expansion or additional services by analyzing client needs and feedback. Collaborate with senior team members to develop strategies for potential growth opportunities.

• Renewals: Own and manage the contract renewal process for your assigned clients, ensuring timely communication, negotiation, and closure. Be proactive in addressing any client concerns or questions related to the renewal process.
• Revenue Retention: Focus on maintaining high client retention rates by addressing escalated issues and ensuring a smooth renewal experience, balancing the needs of the client with the company's goals.

• Operational Efficiency: Monitor key performance indicators (KPIs) and service delivery metrics to ensure operational effectiveness and contractual compliance. Work closely with internal teams to identify areas for improvement and escalate any issues that may impact service levels.
• Data-Driven Insights: Use data analysis to provide actionable insights into client behavior, helping to fine-tune self-service options and optimize client outcomes.

• Product Familiarity: Develop an in-depth understanding of the company's product offerings, including features, configurations, and updates. Guide clients in utilizing these products effectively, and participate in training sessions to stay updated on new developments.
• Industry Awareness: Build foundational knowledge of industry trends and client-specific needs. Leverage this understanding to ensure client solutions are aligned with evolving market demands and technological advancements.

• Collaboration: Act as an internal SME, providing guidance and insights to other departments (e.g., sales, product, support) on the needs, behaviors, and expectations of your assigned clients.
• Cross-Department Support: Assist in aligning internal teams on best practices for managing client accounts and navigating the specific challenges that arise from this select group of clients.

Skills, Education and Experience:

• Associate Degree or equivalent work experience. Bachelor’s degree preferred.
• 2-4 years proven experience in client support, customer service, or a related role.
• Expertise in Contractual Obligations: Deep understanding of contractual commitments, serving as a trusted internal subject matter expert (SME) to assist other departments with client-related inquiries and ensure compliance.
• Advanced Communication Skills: Exceptional ability to convey complex information clearly and foster open dialogue with clients.
• Data Analysis and Reporting Proficiency: Strong understanding of operational metrics to effectively track and analyze client data.
• SaaS Product Knowledge and Adaptability: Familiarity with SaaS products and a quick learner of industry-specific tools and practices.
• Proactive Problem-Solving with a Customer-Centric Focus: Anticipates client needs and resolves issues proactively with a customer-first mindset.
• Exceptional Multitasking and Prioritization Skills: Effectively manages multiple client accounts and shifting priorities while maintaining high service levels.
• Strong Organizational Skills and Detail Orientation: Highly organized with meticulous attention to detail in managing renewals and commercial activities.

Hiring In:

• United States:  AZ, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA 
• Canada: Province of Ontario

Position Summary:

The Data Analyst plays a critical role in driving data-centric initiatives within the organization, transforming raw data into valuable insights that inform key business strategies. This role involves analyzing complex datasets to uncover trends and patterns, providing actionable insights that help shape business decisions. The Data Analyst works closely with cross-functional teams, including Product and Engineering, to ensure data insights are effectively translated into strategies that improve operational efficiency and foster business growth.

Essential Functions:

• Product Analytics & Experimentation: Optimize decision-making processes across product lifecycle stages. Conduct rigorous A/B testing and experimentation to evaluate product features, user experiences, and pricing strategies. Analyze results to provide actionable insights that inform iterative improvements and drive conversion optimization. Additional focus areas include analyzing product performance metrics, customer segmentation strategies, and market trends to drive informed product development and enhancement strategies.
• Performance Monitoring:Design and maintain real-time dashboards that monitor key performance indicators (KPIs), conducting in-depth performance analyses to identify trends, anomalies, and areas for improvement. Provide recommendations to support both operational efficiency and strategic initiatives.
• Insight Generation: Leverage quantitative analysis and data storytelling to uncover actionable insights that drive business growth. By deeply understanding marketplace dynamics, customer behaviors, and emerging trends, you will empower business and product leaders to make data-driven decisions. Translate complex data into clear, compelling narratives that inspire innovation and continuous improvement.
• Cross-Functional Collaboration:Partner effectively with teams across Product Management, Engineering, Marketing, Sales, and other departments to prioritize and execute data-driven projects.

Job Specifications & Role Based Competencies - Knowledge, Skills and Abilites:

Education: Bachelor’s degree in Data Science, Statistics, Computer Science, Mathematics, or a related technical field.

Experience: 2-4 years of experience in data analytics, business analytics, consulting, or related roles. Experience with cloud data platforms such as GBQ, Snowflake, or Redshift. Previous experience in a technical role at a top-tier professional services or leading technology company is preferred.

Role Based Competencies (Knowledge, Skills & Abilities): 

• Technical Skills: Proficiency in querying, analyzing, and visualizing large datasets using SQL, Python, R, and data visualization tools (e.g., Sigma, Tableau, PowerBI). Strong understanding of statistical techniques (e.g., Regression, A/B Testing, Causal Inference) and their application in business contexts.
• Communication: Excellent communication and presentation skills, with the ability to convey complex data insights to non-technical stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills, capable of translating business requirements into actionable analytical solutions.
• Project Management: Demonstrated ability in project and task management, attention to detail, and the ability to work independently, as well as part of a team.

Working Relationships: This role involves close collaboration with Agero's Product Management team and key stakeholders from Marketing, Engineering, Customer Success, Business, and Finance departments. Additionally, the position requires active engagement with analysts and data scientists across the organization, fostering opportunities to enhance efficiency and cultivate shared technical knowledge and expertise.

Summary:

The Director of Internal Communications and Change Initiatives is a pivotal role in fostering a positive company culture. This role is responsible for developing and executing comprehensive internal communications and change management strategies that inform, engage, and inspire employees at all levels. This role will also champion initiatives that promote employee listening, enhance engagement, and support diversity, equity, and inclusion efforts.

Key Outcomes:

1. Develop and implement a robust internal communications strategy.
2. Lead change management support for key organizational initiatives. 
3. Enhance employee engagement and listening programs.
4. Support DEI and culture-building efforts.

Essential Duties and Responsibilities:

Strategic Communications:

• Develop and implement an integrated internal communications strategy aligned with the company's business strategy & culture.
• Oversee the creation and dissemination of integrated positioning, messaging and branding in content across various channels to support our strategy and drive organizational alignment. 
• Partner with executive leadership to develop effective communication strategies for key announcements and initiatives.
• Measure and analyze the effectiveness of internal communications initiatives and adjust strategies as needed.

Change Management:

• Lead change management support for key organizational initiatives.
• Develop and implement effective change management strategies to minimize resistance and maximize employee adoption.
• Working with PT colleagues, build change management capabilities of leaders and managers to help drive successful change implementation.

Employee and Community Engagement:

• Design and execute programs and events that foster employee engagement and promote a positive work environment.
• Lead the development and implementation of employee listening strategies, including surveys, focus groups, and other feedback mechanisms.
• Partner with colleagues to address employee concerns and promote a culture of continuous improvement.
• Develop and manage programs for corporate giving and community engagement initiatives.
• Promote employee participation in volunteer programs and other community outreach efforts.

Diversity, Equity, and Inclusion (DEI):

• Develop our DEI strategy in partnership with colleagues aligned with the company's mission.
• Collaborate with DEI leaders to develop and communicate DEI initiatives and progress.
• Ensure internal communications materials reflect the company's commitment to DEI.
• Measure and analyze the effectiveness of DEI initiatives and adjust strategies as needed.

Education:  Bachelor's degree in Communications, Journalism, Public Relations, or a related field or equivalent work experience. A Master's degree in Communications or a related field is preferred.

Experience: 7+ years of experience in internal communications, internal communications, change management, or a related field. Experience working with diverse teams and promoting DEI initiatives. Experience in change management communication is beneficial. 

Role Based Competencies (Knowledge, Skills & Abilities): 

• Written Communication: Exceptional writing skills for creating clear, compelling, and engaging internal communications materials, including emails, newsletters, presentations, and digital content.
• Verbal Communication: Ability to articulate complex messages clearly and persuasively to diverse audiences, including executives, team members, and employees at all levels.
• Interpersonal Communication: Strong ability to engage, collaborate, and build relationships across various teams and leadership levels.
• Leadership: Demonstrated experience in leading cross-functional teams, driving collaboration, and managing multiple projects simultaneously in a fast-paced environment.
• Change Management: Expertise in applying change management methodologies and strategies to facilitate organizational transformation and employee buy-in.
• Project Management: Ability to manage projects effectively, ensuring deadlines are met, resources are utilized efficiently, and objectives are achieved.
• Communication Technologies: Proficiency in using a variety of internal communication platforms and tools (e.g., intranet, email distribution software, collaboration tools, content management systems).
• Digital Media: Knowledge of digital communication trends, social media tools, and strategies for enhancing employee engagement through digital channels.
• Data Analytics: Ability to measure the effectiveness of communication initiatives and analyze feedback using surveys, engagement metrics, and other evaluation tools.
• DEI Knowledge: Understanding of DEI principles and best practices, with experience in integrating these into internal communications and organizational initiatives.

Working Relationships: Works closely with senior leadership, HR, Talent Development, and DEI teams to ensure alignment and support for communication strategies and organizational initiatives. Collaborates with external communication vendors, consultants, and partners to enhance internal communications capabilities or support large-scale change initiatives.

**This role will have a requirement to come to our Medford, MA headquarters 1x a week**

Role Description and Mission:

The Employee Engagement Manager is a strategic leader responsible for developing and implementing innovative programs and initiatives to enhance employee engagement, foster a positive company culture, and drive organizational success. This role will oversee a wide range of initiatives, including employee engagement, events, diversity, equity, and inclusion (DEI), wellness, and volunteerism. 

Key Responsibilities: 

Employee Engagement:

• Develop and execute comprehensive employee engagement strategies to boost morale, satisfaction, and retention. 
• Conduct employee surveys and pulse checks to gather feedback and identify areas for improvement. 
• Implement recognition programs, employee appreciation events, and other initiatives to foster a positive work environment.

Events: 

• Plan and execute a variety of company events, including team-building activities, holiday parties, and conferences. 
• Manage event budgets, logistics, and vendor relationships. 
• Ensure that events align with company goals and contribute to a positive employee experience. 

DEI and Culture: 

• Champion DEI initiatives and foster a culture of inclusion and belonging. 
• Develop and implement DEI training programs and workshops. 
• Collaborate with employee resource groups to promote diversity and inclusion. 

Wellness: 

• Oversee wellness programs and initiatives to support employee health and well-being.
• Promote a healthy work-life balance and encourage employees to take advantage of wellness resources. 

Volunteerism: 

• Coordinate corporate volunteer programs and community outreach initiatives. ○ Foster a culture of giving back and encourage employees to participate in volunteer activities. 

Key Outcomes: 

Enhanced Employee Engagement and Satisfaction: 

• Increased employee satisfaction scores as measured by regular surveys and pulse checks. 

Strengthened Company Culture: 

• A more inclusive and diverse company culture. 
• Increased employee participation in company events and initiatives. 
• A stronger sense of belonging and community among employees as measured by engagement survey

Successful Event Execution: 

• Well-planned and executed company events that meet or exceed expectations.
• Positive feedback from employees and stakeholders regarding events. 
• Efficient management of event budgets and logistics. 

Effective DEI Initiatives: 

• Increased awareness and understanding of DEI issues among employees.
• Successful implementation of DEI programs and workshops. 
• Active and engaged employee resource groups. 

Positive Impact on Employee Well-being: 

• Increased utilization of wellness programs and resources. 
• Improved employee health and well-being as measured by engagement pulse 

Skills, Education and Experience:

• Bachelor's degree in Human Resources, Business Administration, or a related field.
• 5+ years of experience in human resources or a related field. 
• Proven track record of developing and implementing successful employee engagement programs. 
• Strong organizational and project management skills. 
• Excellent communication and interpersonal skills. 
• Ability to work effectively in a fast-paced environment. 
• Passion for fostering a positive and inclusive company culture. 

Additional Skills (Preferred): 

• Experience with employee engagement survey tools and analytics.
• Experience in event planning and DEI initiatives

**This role will have a requirement to come to our Medford, MA headquarters 1x a week**

The Contact Center as a Service (Ccaas) Architect is responsible for leading the design, implementation, and management of cloud-based contact center infrastructure. Develops and designs cloud-based contact center solutions tailored to organizational needs, ensuring scalability and reliability, while maximizing automation of platform functions. Oversees the deployment and integration of CCaaS solutions across various platforms, ensuring alignment with business goals. Responsible for ensuring the solution is scalable, resilient, and optimized for exceptional customer experiences.

Essential Functions:

• Design & Implementation: Architect and implement CCaaS solutions using Terraform to provision and manage infrastructure across multiple cloud providers.
• Collaboration:Work collaboratively with cross-functional teams to define requirements, develop architectures, and implement best practices for CCaaS deployments.
• Automation:Automate the provisioning, configuration, and deployment of CCaaS components using Terraform modules and scripts.
• Performance Monitoring:Monitor and optimize contact center performance to ensure high availability and scalability in response to business demands.
• Technology Trends:Stay current on emerging CCaaS technologies and industry trends, identifying opportunities to leverage new tools and capabilities.

Education:  Bachelor’s or Master’s degree in Data Science, Statistics, Computer Science, Mathematics, or a related technical field or comparable technical experience.

Experience: 7+ years of experience building out the architecture and implementation of CCaaS in a Team Lead or Architect role. 3+ years of hands-on experience with Terraform, including module development and infrastructure as code practices. 3+ years of experience with Amazon Connect and a proven track record in architecting and implementing CCaaS solutions. Team Lead or Management experience is a plus.

Role Based Competencies (Knowledge, Skills & Abilities): 

• 7+ years of experience in CCaaS architecture and implementation.
• 3+ years of hands-on experience with Terraform, including module development and infrastructure as code practices.
• Strong knowledge of cloud platforms (AWS, Azure, GCP) and their associated CCaaS offerings.
• Experience with VoIP, SIP, and other telephony protocols.
• Excellent communication and collaboration skills, with the ability to work effectively with technical and non-technical stakeholders.

Working Relationships: This candidate will work closely with IT, DevOps, Engineering, Product, and CC.

Hiring In:

• United States:  AZ, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA, CA
• Canada: Province of Ontario
• #LI-REMOTE

Position Summary:

This position is focused on driving innovation in the core business, including but not limited to, predicting operations performance, short-term forecasting, improving dispatching efficacy, simulation and analyzing data from our network of roadside assistance service providers and extensive call-center operations. An ideal candidate would assist stakeholders in understanding and making use of insights gained from statistical analyses and building predictive models. The platform machine learning team is a highly collaborative cross-functional team with Machine Learning engineers, data scientists, software engineers and product management, working together to power the next wave of ML-driven platform enhancements.

Essential Functions:

• Participate in end-to-end data science projects from problem definition and data exploration to result validation and working with engineers to put models in production.
• Communicate research results effectively in written and spoken forms to various audiences including product management, engineering and executives.
• Research and experiment with Agero's extensive datasets to gain new insights and drive innovation.

Possible Projects (within the first 6-12 months):

• Conduct analysis to help optimize the performance of our dispatching operations.
• Predictive modeling of job performance indicators to help improve customer satisfaction.
• Spatial analysis of our service jobs, leveraging weather and other real-time information to assist our operations.
• Develop ETA prediction models, employing data fusion techniques to improve accuracy.

Requirements:

Education/Experience

This position requires 5+ years of equivalent experience. This experience could come from several paths: e.g., a Ph.D. in a technical field (physical science, engineering, mathematics, computer science, operations research, management science), or a Master’s degree in a technical field and 3+ years relevant experience, or a Bachelor’s degree in a technical field and 5+ years relevant experience.

Skills

• Statistics and data exploration, knowledge of EDA best practices
• Advanced SQL experience, experience with Snowflake a plus
• Experience with A/B testing: designing, sizing and post-analysis
• Machine Learning with tabular data: knowledge of modeling with tree-based models like XGBoost
• Strong analytical coding skills in Python, proficient with Python data stack (Pandas, Numpy, Scipy, Matplotlib, PyTorch)
• Good communication skills both in written (technical documents, Python notebooks) and spoken (meetings, presentations) forms
• Willing and able to learn and meet business needs, understanding the underlying context
• Independent, self-organizing, and able to prioritize multiple complex assignments

Nice to Haves

• Experience running jobs on Airflow or similar orchestrators
• Experience with cloud computing (ideally AWS)
• Experience with forecasting methods and libraries (e.g., Prophet)
• Experience with PyMC3 or PyStan is a plus
• Experience with Geospatial data is a plus

Hiring In:

• United States:  AZ, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA, CA
• Canada: Province of Ontario
• #LI-REMOTE

About the Role:

Join our compassionate team as an Remote - Roadside Assistance, Customer Service Representative.In this role, you’ll provide empathetic support to customers facing roadside emergencies. As a leader in the digital driver and roadside assistance industry, we are dedicated to delivering timely and exceptional service to stranded motorists. Your primary focus will be to assess and resolve customers' emergency roadside situations with empathy and urgency, ensuring they feel safe, supported, and reassured during these stressful moments.

Your Impact:

As a remote Response Associate, you’ll play a critical role in shaping the customer experience. You’ll be the reassuring voice guiding customers through real-time challenges such as towing, flat tires, lock-outs, jumpstarts, and winching, even when they are overwhelmed or upset. Your ability to stay calm under pressure and prioritize their needs will be essential in enhancing their experience.

Your Key Responsibilities Include:

• Empathy in Action:Handle each customer interaction with genuine empathy and act quickly and compassionately to support them in stressful roadside emergency situations.
• Multi-Tasking Mastery: Navigate a multi-screen web system efficiently while speaking with customers on the phone and accurately documenting details to dispatch service providers.
• Effective Two-way Communication: Communicate empathetically with customers, actively listen to their roadside emergency details, set clear expectations, and collaborate with service providers and managers to relay accurate information and ensure timely solutions.
• Problem-Solving & De-Escalation Skills: Use critical thinking to solve challenging roadside issues, stay calm and solution-focused under pressure, and deliver innovative solutions that exceed customer expectations. 

Qualifications:

• A genuine passion for helping others, supported by volunteer experience or community involvement.
• Strong computer skills, including the ability to open, create, and modify various documents using Google Workspace (Docs, Sheets, Slides, Gmail) and enter/retrieve customer and vehicle information using web-based systems.
• Previous experience in a customer service, sales, or technical support role, preferably in a fast-paced contact center environment.
• Ability to work independently and effectively in a remote environment.
• Has a compatible home computer, secured high-speed internet, webcam, and wired headset.
• Must reside in Alabama, Arizona, Florida, Georgia, Mississippi, New Mexico, Tennessee, or Virginia.
• Be able to successfully pass a criminal background check. 

Start Date: Monday, 10/28/2024

Training Schedule: 1:00 pm to 9:30 pm EST, M-F for 2 weeks 

Production Shift: Full Time - 1:00 pm to 9:30 pm, 2:00 pm to 10:30 pm, and 3:00 pm to 11:30 pm shift options with various days off. Must work at least 1 weekend day. 

Pay: $16.25 per hour (after training) + monthly bonus opportunities 

Click here to learn more about pay, benefits, and training!

Click here to learn more about work from home computer and internet requirements!

We want to hear from you! 

If you’re passionate about helping others, excel in clear communication, and thrive on making a real-time impact, join our remote Driver Services team to deliver exceptional service to roadside assistance customers. Enjoy world-class virtual training, ongoing remote support, and advancement opportunities. Help customers through emergency situations, grow your career, and make a genuine difference—apply now!

Role Description:

The Senior Client Success Manager opening is an exciting opportunity to join our Automotive LOB team. The individual will lead all daily client facing activities for assigned vertical markets and aligned client portfolios. In addition, the Senior CSM is responsible for management and expansion of partnerships and general account partnership activities. This person will report to the Sr. Director of Services and Client Success with routine direct engagement with team leadership. The Senior CSM is principally accountable for relationship sustainability, expansion, service excellence, financial, goal attainment and strategy. The ability to effectively engage and influence efforts with internal stakeholder groups (e.g. Business Development, Operations, Product, Marketing, IT, Sales Engineering, and Billing) is essential for delivering successful outcomes.

Key Outcomes:

• Establish and manage both executive and working-level (Up and Across) relationships current and potential clients.
• Responsible for the financial performance, health and oversight of the assigned client base, including the ability to understand key financial drivers and influences.
• Evaluate strategies and opportunities through market sizing, revenue and profit potential, competitive set, strategic nature, product requirements, permission to sell and overall GTM strategy.
• Be the internal client advocate at Agero to ensure client needs are understood and met by key stakeholders and senior leadership.
• Drive weekly & monthly performance reviews with Clients to ensure SLAs and key metrics are achieved/exceeded.
• Assemble the right cross-functional teams, when required, to address any needs or resolve issues the clients may have.
• Prepare and deliver business reviews to internal senior leadership updating on progress and roadblock.
•  Proactively guide and educate clients towards best practices to improve their utilization of Agero services and outcomes.
• Drive short-term strategy (12 months) to drive growth and revenue.
• Develop and prepare client meeting agendas, content, lead presentations, quarterly and annually.
• Demonstrate critical thinking skills in managing complex customer issues from inception to resolution.

Qualifications:

• 7+ years of previous experience in a hands-on role (pre-sales, professional services, business development, enterprise account management) working with Enterprise Customers (Fortune 100) especially within the Automotive segment
• Proven track record of moving partners through funnel delivering results with significant contributions to profitability
• Have advanced experience with CRM software (e.g. Salesforce CRM or HubSpot),
  Productivity and Business applications (particularly Google suite of services), and Business Intelligence tools (Sigma)
• Teamwork mentality and willingness to learn and grow (experience in a virtual environment)
• Analytical confident with gathering, synthesizing and delivering analysis and insights around program performance
• Demonstrated ability to organize multiple account management projects at a time, while sharp attention to detail and strong partner relationships
• BA/BS Degree or equivalent experience
• Travel expectation ~ 25%

Hiring In:

• United States:  AZ, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA 
• Canada: Province of Ontario

About the Role: 

The Sr. Client Success Manager (‘SCSM’) is an exciting opportunity to join Automotive Emerging Businesses. A high-growth and entrepreneurial business unit within the broader Automotive Division. Agero is a market trailblazer with decades of industry experience and a class leading software platform.  

The Sr. CSM joins a motivated and high performing team committed to delivering a superior client service experience. The core mission centers on development of new and growth of existing towing service related solutions through strategically aligned client relationships.  

They will lead all daily management of and engagement with clients within the Dealer Group and Retail vertical segments. In addition, the Sr. CSM is responsible for administration and expansion of Motor Club, Digital Coupon and Outbound Calling programs. He/She reports to the Director of Sales and Client Success with regular direct engagement with team leadership.  

The Sr. CSM is principally accountable for relationship sustainability, service excellence, financial and operational goal attainment. The ability to effectively engage and influence key  stakeholder groups is essential to delivering successful outcomes. Demonstrated business acumen, negotiation, project and program management skills are also important competencies.  

Key Outcomes: 

• Manage interactions, resolve challenges, cultivate growth opportunities and broaden awareness of company solutions while expanding Agero’s enterprise level connectivity. 
• Develop actionable client, market and competitive insights to inform and enhance forecasting, contracting and decision-making processes. 
• Conduct diligence and co-develop business case recommendations for new concepts and market expansion strategies. Drive GTM activation and performance management activities.  
• Facilitate client engagement with internal teams (sales, marketing, product, legal and  engineering etc.) to remove obstacles, enhance execution and drive business results.  
• Prepare meeting materials, coordinate and facilitate quarterly business reviews, planning and contracting sessions with internal management and client representatives.  
• Develop and maintain market sizing, pricing and client firmographic information to assist volume and financial modeling exercises to delivery increased forecast precision. 
• Define project, setup and training requirements as well as management protocols to launch and stabilize new relationships and/or products.
• Responsible for effective administration of client agreements, driving product utilization, best  practices along with ensuring SLAs and KPIs are achieved/exceeded.  
• Responsible for oversight and financial performance. This includes driving - growth, product adoption, satisfaction, relationship sustainability and contract renewal where appropriate.  

About you:   

• Accomplished automotive professional with program and/or relationship management experience within large-scale Dealer Group, Retailer, OEM or Technology provider.  
• Demonstrated project management expertise with a strong detail orientation, business acumen, planning and creative problem-solving capability. PMI Certification is a preferred.  
• Experienced synthesizing data, market research and complex information to form actionable operational and performance improvement insights.  
• Confident and natural collaborator. A curious and independent thinker with intellectual agility and organizational IQ. A team player, comfortable in a dynamic and results driven culture.  
• Excellent written and verbal communication skills with a servant leaderships mindset. A proficient multi-tasker with a fast action orientation and high ethical standards.  
• Advanced CRM software (Salesforce, HubSpot etc.) skills. Familiarity with leading Productivity and Business (Google Suite) and Business Intelligence tools (Sigma). 

Qualifications: 

• 7+ years of client facing or partnership management experience 
• 5+ years of enterprise level project and/or program administration experience 
• Automotive OEM, Dealer Group, Retailer and/or Motor Club experienced is preferred 
• Track record of expanding large scale clients/programs while meeting performance goals  
• Experience collaborating with contact centers, finance, legal, marketing and operations  
• BA/BS Degree required. MBA is preferred 
• Ability to travel 25% 

Hiring In:

• United States: AZ, FL, IL, KY, MA, MI, NC, NM, TN, GA, NH and VA

Role Description and Mission:

Manages full case customer service operations while maintaining client satisfaction. Manages assigned client group(s) to achieve operational goals in support of objectives. Ensures the volume of work produced meets product/service standards and exceeds quality standards. Develops and manages a motivated, effective team. Implements program directions that support corporate goals as well as allow for team growth. Develops and maintains relationships withclient field representatives.

Key Outcomes: 

• Manages designated client groups as defined by agent group(s) assignments.
• Establishes and maintains program direction/changes and communicates with clients on daily basis.
• Anticipates client needs and identifies and suggests opportunities and ideas/innovations to the client. 
• Monitors calls and walks the contact center floor to provide support of operations and quality assessments for client.
• Oversees personnel for client groups by allocating work through supervisors, contact center representatives and administrative supports. 
• Provides ongoing coaching and development for direct reports. 
• Oversees all personnel related issues for associates assigned to client group(s) within department. 
• Participates in planning meetings to support departmental and associate growth.
• Coordinates and monitors daily work flow to ensure smooth operations, cost containment, and quality.
• Administers policies and procedures to assure consistency and equitable treatment.
• Travel to client's workspace for training on their CRM may be required. 

Education, Experience, and Skills:

Education: Associate Degree or equivalent work experience.

Experience: 1-3 years of supervisory experience in a fast-paced, customer service environment andsupervisory experience in an inbound contact center.

Skills:Manages team of full case specialists. Responsibilities include participation in the hiring process; training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Utilizes good judgement, exercises decision making skills, and demonstrates leadership qualities. Excellent oral and written communication skills. Manages client expectations.

Additional Responsibilities:  Actively promotes the corporate mission and value statement. Flexible work schedule including nights, weekends, holidays, and on-call status. Limited travel required. Assumes additional responsibilities as assigned

Other Requirements: 

• Must reside in Alabama, Arizona, Florida, Georgia, Mississippi, New Mexico, Tennessee, or Virginia.
• Be able to successfully pass a criminal background check. 

**Disclaimer: Agero is committed to creating a diverse and inclusive environment and encourages applications from all qualified candidates. Accommodation is available. Additionally, we offer accommodation for applicants with disabilities in our recruitment processes. If you require accommodation during the recruitment process, please contact recruiting@agero.com.

About the Role:

We’re looking for a Product Manager to drive the definition and development of the various communication channels we use within our roadside assistance platform. Your job will be to work with engineering, operations, data science & analytics, and design to develop features and experiences that enable the efficient delivery of exceptional service to millions of stranded motorists per year. You’ll have a tremendous impact on the product and be able to see your work get to market quickly. We’re looking for a passionate, strategic thinker who can understand the big picture, but also cares about the details.

Responsibilities:

• Manage product definition and development of conversational design experiences across interactive voice assist and chatbot feature sets. 
• Forge strategy of existing communication channels into an era of new technologies, including increased conversation automation and AI. 
• Partner with multiple stakeholders, including operations, data science, client services, and engineering to understand the needs of our customers and operations specialists.
• Ask “why” incessantly in order to identify root problems and opportunities that can be solved with platform innovation.
• Intimately understand the needs and challenges of engineering, factoring technical efficiency and scalability into product requirements.
• Drive multiple releases per week from conception to completion with a cross-functional team of designers, developers, QA, and data scientists.
• Own and measure core success metrics of the product and the business.
• Continuously prioritize and manage the backlog and upcoming sprints.
• Communicate regularly with key internal and external constituents.

Skills and Experience:

• 3+ years full-time product management experience
• Have shipped something that people use regularly
• Experience with chatbots and interactive voice assist systems; an appreciation for various conversational design frameworks
• Analytical ability to unpack complex problems, synthesize data, and identify root issues
• Strong UX and workflow design skills
• User-centric product philosophy and methodology
• Can develop deep empathy for a variety of customer types
• Experience in A/B testing features regularly to validate outcomes
• Can manage multiple projects simultaneously, handle a fast-paced startup environment, meet deadlines, and manage changing priorities
• Excellent communication and collaboration skills

Hiring In:

• United States:  AZ, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA 
• Canada: Province of Ontario

About this Role:

Agero is looking for a Senior DevOps Engineer to help with the design, implementation and maintenance of scalable, and efficient infrastructure. This role will involve collaborating with Engineering and QA teams to automate manual processes, and ensure high availability, reliability, and performance of our systems.

Key Outcomes: 

• Review, troubleshoot and approve pull requests drafted by more junior engineers and approve and offer feedback that will improve code quality.
• Plan with DevOps on capacity planning and monitoring using Datadog.
• Analyze developer workflow by working closely with team leads and attending squad standup meetings and suggest improvements.
• Write infrastructure as script using Terraform to help create AWS, Datadog and other technology.
• Write script using Harness or CircleCI to help create development pipelines that will push code to the Dev, Staging and Production environments.
• Build scripting to allow for canary deployments into our CI/CD pipeline.
• Add stages that will include stress testing mechanisms using K6.io.
• Write bash scripting to help automate development workflows so that manual processes that are currently run by developers or QA are automated.
• Utilize Terraform to deploy and manage infrastructure.

Qualifications: 

• Bachelor’s Degree in Computer Science/related field or equivalent work experience 
• 7+ years of DevOps engineering experience
• 2+ years of experience with programming/scripting languages such as Ruby on Rails, Python, or Bash
• Strong understanding of cloud computing concepts and experience with cloud platforms (AWS, Azure, GCP)
• Familiarity with infrastructure as code tools such as Terraform, Ansible, or CloudFormation
• Experience with the following CI/CD tools: HarnessCD, CircleCI, or Gitlab CI/CD to automate the build, test, and deployment processes. 
• Hands-on experience with containerization and orchestration technologies(ECS, Docker)
• Excellent problem-solving skills and attention to detail

Hiring In:

• United States: AZ, FL, IL, KY, MA, MI, NM, NH, TN, GA, NC, and VA
• Canada: Province of Ontario
• #LI-REMOTE

Position Summary:

The Product Manager plans, directs and coordinates activities of complex projects.  Project work varies considerably in complexity and or size based on business needs. Manages and directs all phases of the project to ensure that the goals or objectives are accomplished within prescribed timeframe and budget. Regularly reviews the status of the project and makes modifications to scheduling, costing, and staff requirements, as necessary. Oversees and facilitates project team meetings, preparing status reports and documents periodically throughout the project. Responsible for ensuring project rollouts are on track and changes are in accordance with specifications and meet quality standards

Key Competencies:

• Superior Project Management Skills
• Ability to Influence Others
• Service Oriented/Internal Customer Service
• Business or Technical Acumen
• Fast & Flexible
• Focus on Results
• Resiliency
• Teamwork & Collaboration
• Interpersonal Communication
• Informing and Communicating

Essential Functions:

• Works within the department to implement new systems or processes and complete requests/updates to meet department needs and goals.  
• Studies existing systems and processes to evaluate effectiveness and develops alternative solutions.
• Works with other departments to facilitate the implementation and continued success of assigned projects. Participates in cross-functional teams tasked with the design, development and launch of successful initiatives.
• Recommends and documents new processes and improvements to current processes.
• Leads and directs project teams. Provides coaching, guidance and direction to less experienced staff.
• Creates workflow charts and process documentation of existing and new processes.
• Oversees scheduled rollouts of project work ensuring changes are in accordance with specifications, meet quality standards and are seamlessly implemented as required.
• Interprets department needs and works with cross-functional teams to determine project plan solutions to meet requirements.
• Prepares project related time and cost estimates.
• Building out Analytical Dashboards and setting Roadmaps.

Knowledge, Skills & Abilities:

Education:  Bachelor’s degree required, MBA preferred. Project management accreditation required and Six Sigma Certification a plus.

Experience:  6-8 years related experience.  Experience analyzing business & user requirements, designing processes and managing project scope with a good understanding of general business practices.  

Skills:  Demonstrates initiative and self-motivation.  Utilizes strong decision making skills, and communicates well with other team members and others cross-functionally.  Identifies problems, recommends, and facilitates solutions, as well as writing clear, concise documentation.  Must be able to work in a fast-paced dynamic environment.  Excellent decision-making, interpersonal and follow through skills. Jira experience is a plus.

Working Relationships:  Works in a team environment.  Must be able to work with business users, analysts, and software product managers.  Works closely with users from within the department as well as business users throughout the company. 

Additional Requirements: Sets and works within deadlines.  Must be able to manage internal and customer expectations as they relate to all facets of projects.  Some travel may be required.  

THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED.  MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.

About the Role:

We are searching for an exceptional engineering leader to help scale our engineering team and technology. Qualified candidates will be equally comfortable with technical leadership, people management, recruiting top talent, and hands-on development work. Our teams work on a variety of technically challenging problems in platform and API design, mobile and web application development, and much more. We are a highly automated team using continuous integration with model, integration, and system tests to build a high-quality product while maintaining a high velocity.

Key Outcomes:

• Lead a squad focused on delivering an exceptional web app experience for our service provider network & operations teams.
• Grow and mentor a strong, high-performing engineering team, 6-8 direct reports.
• Collaborate with design and product teams regarding strategy, scope, and schedule.
• Drive standards on quality, reliability, scalability, and performance.
• Help create infrastructure and processes to support rapid organizational growth.
• Foster and support a culture of innovation and excellence within the engineering organization.

Skills and Experience:

• Proven success in delivering highly reliable and scalable software systems
• You enjoy working at small companies and building teams from the ground up
• 7+ years of experience building software
• Deep understanding of API design and best practices
• Rails experience preferred
• Optimize developer productivity by continuously seeking efficiencies in our processes

Hiring In:

• United States:  AZ, FL, GA, NH, IL, KY, MA, MI, NC, NH, TN, VA ,CA
• Canada: Province of Ontario

Position Summary:

The Senior Project Manager plans, directs and coordinates activities of complex projects.  Project work varies considerably in complexity and or size based on business needs. Manages and directs all phases of the project to ensure that the goals or objectives are accomplished within prescribed timeframe and budget. Regularly reviews the status of the project and makes modifications to scheduling, costing, and staff requirements, as necessary. Oversees and facilitates project team meetings, preparing status reports and documents periodically throughout the project. Responsible for ensuring project rollouts are on track and changes are in accordance with specifications and meet quality standards

Key Competencies:

• Superior Project Management Skills
• Ability to Influence Others
• Service Oriented/Internal Customer Service
• Business or Technical Acumen
• Fast & Flexible
• Focus on Results
• Resiliency
• Teamwork & Collaboration
• Interpersonal Communication
• Informing and Communicating

Essential Functions:

• Works within the department to implement new systems or processes and complete requests/updates to meet department needs and goals.  
• Studies existing systems and processes to evaluate effectiveness and develops alternative solutions.
• Works with other departments to facilitate the implementation and continued success of assigned projects. Participates in cross-functional teams tasked with the design, development and launch of successful initiatives.
• Recommends and documents new processes and improvements to current processes.
• Leads and directs project teams. Provides coaching, guidance and direction to less experienced staff.
• Creates workflow charts and process documentation of existing and new processes.
• Oversees scheduled rollouts of project work ensuring changes are in accordance with specifications, meet quality standards and are seamlessly implemented as required.
• Interprets department needs and works with cross-functional teams to determine project plan solutions to meet requirements.
• Prepares project related time and cost estimates.

Knowledge, Skills & Abilities:

Education:  Bachelor’s degree required, MBA preferred. Project management accreditation required and Six Sigma Certification a plus.

Experience:  6-8 years related experience.  Experience analyzing business & user requirements, designing processes and managing project scope with a good understanding of general business practices.  

Skills:  Demonstrates initiative and self-motivation.  Utilizes strong decision making skills, and communicates well with other team members and others cross-functionally.  Identifies problems, recommends, and facilitates solutions, as well as writing clear, concise documentation.  Must be able to work in a fast-paced dynamic environment.  Excellent decision-making, interpersonal and follow through skills. Jira experience is a plus.

Working Relationships:  Works in a team environment.  Must be able to work with business users, analysts, and software product managers.  Works closely with users from within the department as well as business users throughout the company. 

Additional Requirements: Sets and works within deadlines.  Must be able to manage internal and customer expectations as they relate to all facets of projects.  Some travel may be required.  

THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED.  MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.

Position Summary:

The Lead Data Analyst plays a pivotal role in driving data-driven initiatives within the organization, bridging the gap between raw data and strategic insights. This position operates with a high level of autonomy, responsible for dissecting complex datasets to uncover trends, patterns, and actionable insights that inform critical business decisions. Collaborating closely with internal stakeholders across various departments, this person  ensures that data insights are translated into tangible strategies that enhance operational efficiency and drive business growth.

Essential Functions:

Product Analytics & Experimentation: Lead the development of robust analytics and data science solutions to optimize decision-making processes across product lifecycle stages. Conduct rigorous A/B testing and experimentation to evaluate product features, user experiences, and pricing strategies. Analyze results to provide actionable insights that inform iterative improvements and drive conversion optimization. Additional focus areas include analyzing product performance metrics, customer segmentation strategies, and market trends to drive informed product development and enhancement strategies.

Performance Monitoring: Design and maintain real-time dashboards that monitor key performance indicators (KPIs), conducting in-depth performance analyses to identify trends, anomalies, and areas for improvement. Provide recommendations to support both operational efficiency and strategic initiatives.

Insight Generation:Leverage quantitative analysis and data storytelling to uncover actionable insights that drive business growth. By deeply understanding marketplace dynamics, customer behaviors, and emerging trends, you will empower business and product leaders to make data-driven decisions. Translate complex data into clear, compelling narratives that inspire innovation and continuous improvement.

Advanced Analytics: Utilize advanced statistical and machine learning techniques to develop analytical models that deepen understanding of customer behavior patterns, enhance operational efficiencies, and uncover insights into market dynamics. Collaborate closely with senior leadership to translate findings into actionable strategies and initiatives.

Cross-Functional Collaboration: Partner effectively with teams across Product Management, Engineering, Marketing, Sales, and other departments to prioritize and execute data-driven projects. Serve as a key advisor and subject matter expert on data analytics methodologies and best practices, ensuring alignment of analytical efforts with organizational goals and objectives.

Job Specifications & Role Based Competencies - Knowledge, Skills and Abilities:

Education:  Bachelor’s or Master’s degree in Data Science, Statistics, Computer Science, Mathematics, or a related technical field.

Experience: 2+ years of experience in data analytics, business analytics, consulting, or related roles.

Technical Skills:

• Proficiency in querying, analyzing, and visualizing large datasets using SQL, Python, R, and data visualization tools (e.g., Sigma, Tableau, PowerBI).
• Experience with cloud data platforms such as GBQ, Snowflake, or Redshift.
• Strong understanding of statistical techniques (e.g., Regression, A/B Testing, Causal Inference) and their application in business contexts.
• Familiarity with machine learning algorithms, natural language processing (NLP), and advanced analytics techniques.

Communication: Excellent communication and presentation skills, with the ability to convey complex data insights to non-technical stakeholders.

Problem-Solving: Strong analytical and problem-solving skills, capable of translating business requirements into actionable analytical solutions.

Project Management: Demonstrated ability in project and task management, attention to detail, and the ability to work independently as well as part of a team.

Preferred Qualifications:

• Experience with big data technologies (e.g., Hadoop, Spark) and distributed computing frameworks.
• Knowledge of data engineering processes, including ETL (Extract, Transform, Load).
• Familiarity with cloud platforms such as AWS or Azure.
• Previous experience in a technical role at a top-tier professional services or leading technology company.

Working Relationships: 

This role involves close collaboration with Agero's Product Management team and key stakeholders from Marketing, Engineering, Customer Success, Business, and Finance departments. Additionally, the position requires active engagement with analysts and data scientists across the organization, fostering opportunities to enhance efficiency and cultivate shared technical knowledge and expertise.

Job Description:

This Senior Machine Learning Engineer will be one of the founding members joining the Machine Learning Team that pioneers the path of bringing machine learning into our daily operations and a chance to touch the lives of millions of drivers to get the help they need.  We are looking for you to bring your existing machine learning experience as well as a desire to learn and grow with the role.  This role will be  joining a team that is responsible for achieving the highest customer satisfaction, whilst minimizing costs over millions of roadside assistance dispatches each year.  The ideal candidate brings their experience in Python, their drive and passion for Machine Learning systems and hits the gas pedal to help supercharge the team.  What better way to do that than with the Data Science and Analytics team as part of your pit crew to help.  Are you a Machine Learning driver that can get in the driver’s seat and drive?  Are you also someone that can recommend strategies for improving system applications and services and a focus on ease of deployment, security, reliability, stability, availability and performance and up for a challenge? 

Key Outcomes:

• Deliver products/systems through their full life cycle, from idea conception, technical planning, implementation, launch, measurement, and maintenance/iteration.
• Contribute to developing a strong culture of quality, availability, and security through attention to detail and by supporting industry leading best practices.
• Drive optimal solution design collaborating with product owners, architects, operations, client services, and cross-functional teams to move fast on creating solutions to client and business problems and as well as be able to identify and act on new opportunities.

Qualifications:

• CS or Engineering related Degree
• Experience building large, complex systems, particularly web services, RESTful APIs, and continuous integration and delivery
• 3-5 years of experience in software application development and design experience
• 3-5 years of experience with AWS services (ECR, S3, SageMaker)
• 5+ years experience in Python (Pandas, Numpy, Scikit-learn)
• 3-5 years experience working with Machine Learning systems
• Understand fundamental design principles behind a scalable application
• Excellent communication skills, with the ability to interact with other teams
• Motivated to understand the nuances of data and its impact on the business

Nice to Haves:

• Experience with tree based models
• Experience with DVC
• Experience with Airflow
• SQL

Hiring In:

• United States:  AZ, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA 
• Canada: Province of Ontario

Are you seeking a career that's not just a job, but an opportunity to connect, problem-solve, and make a real impact? Look no further – we're searching for dedicated individuals like you to join our thriving call center talent community. If you're ready to unleash your potential in a fast-paced and rewarding environment, this is the place for you. Best of all, all of our employees enjoy the luxury of working from home!

What You'll Do:

As a member of our call center talent community, you'll be at the forefront of providing top-notch support to our customers. You'll be the problem-solver, the friendly voice on the other end of the line, and the expert who turns challenges into solutions. Whether you're a seasoned pro or new to the world of customer service, you'll have the chance to develop your skills, enhance your communication, and grow within our community.

Why You'll Love It Here:

Dynamic Atmosphere: You'll thrive in an environment where teamwork is celebrated, and your contributions make a real difference in customers' lives all while never having to leave your home! 

Continuous Growth: We're invested in your success. Through training, coaching, and mentoring, you'll have the tools you need to develop both personally and professionally.

Impactful Conversations: Every call is an opportunity. Join us to engage with a diverse range of customers, address their needs, and leave a positive impression that lingers long after the conversation ends.

What We're Looking For:

Whether you've worked in customer service for years or are looking to launch your career, we want to hear from you. If you're empathetic, a great communicator, and excited to contribute to our team, we encourage you to apply.

How to Join:

Are you ready to embark on a fulfilling journey in customer service? To become a part of our call center talent community, simply fill out some information below and get ready to be the voice that matters, the problem-solver that shines, and the customer service champion that we're looking for.

#LI-DNI

Position Summary:

The Principal Client Onboarding Manager is responsible for driving client implementations to support multiple lines of business and client contracting initiatives. This is an ideal job for someone who is delivery and client-focused, a self-starter, exercises sound business judgment, seeks continuous improvements, and is a strategic thinker with an extraordinary attention to detail. The successful candidate will be a quick learner with the ability to initiate and make difficult decisions, work well within a team environment, can build relationships effortlessly, and can follow through and drive results. It is also critical that the Principal Client Onboarding Manager has excellent communication skills and executive presence, as communicating and coordinating across a diverse set of internal and external stakeholders is a core job responsibility. 

Given Swoop’s nature as a software startup operating within a mature roadside managed services business, we have the unique opportunity to both leverage best practices from the industry leader, while also re-inventing our own processes that allow us to act nimbly and move quickly.  As such, the Principal Client Onboarding Manager should possess a continuous improvement mindset and be comfortable operating within a startup environment.

Key Outcomes:

Onboarding Strategy and Leadership

• Develop and execute a comprehensive onboarding strategy that aligns with organizational goals and enhances customer satisfaction.
• Collaborate with a team of functional specialists and managers, fostering a culture of excellence and continuous improvement.
• Establish standardized onboarding processes, documentation, and resources to ensure consistency and efficiency.

Sales Engineering Integration

• Collaborate closely with the sales engineering team to translate customer requirements into technical solutions during the onboarding process.
• Act as a liaison between sales, engineering, and onboarding teams to ensure a smooth handoff and effective communication throughout the onboarding journey.

Sales Operations Excellence

• Leverage your sales operations expertise to streamline and optimize onboarding workflows, ensuring efficiency and alignment with sales strategies.
• Work closely with sales operations teams to ensure accurate and efficient provisioning of resources and services during onboarding.

Data-Driven Onboarding

• Utilize data analytics to monitor, measure, and optimize the effectiveness of onboarding processes and workflows.
• Define and track key performance indicators (KPIs) to evaluate onboarding success, providing data-driven recommendations for continuous improvement.
• Analyze customer feedback and engagement metrics to identify areas for enhancement in the onboarding journey.

Stakeholder Collaboration

• Collaborate with cross-functional teams, including sales, product, engineering, and customer success, to align on onboarding strategies, objectives, and priorities.
• Act as a trusted advisor to customers, understanding their unique requirements and ensuring a tailored onboarding experience.

Customer-Centric Approach

• Foster a customer-centric mindset throughout the onboarding process, emphasizing the delivery of exceptional value and a positive customer experience.
• Proactively anticipate customer challenges and develop solutions to address them, ensuring high levels of customer satisfaction and loyalty.

Training and Development

• Provide training and guidance to the onboarding team, ensuring they have the necessary skills and knowledge to deliver high-quality onboarding experiences.
• Stay informed about industry trends, best practices, and emerging technologies in onboarding, sales engineering, sales operations, and data analytics.

Skills, Education, and Experience:

• Bachelor’s degree preferred
• SalesForce, Hubspot or other CRM experience preferred
• Jira, Smartsheet, or other PM tool experience fundamental
• 10+ years’ experience with project / program management, preferably related to software development; PMP, CSM or similar certifications strongly preferred
• Experience in client-facing roles and enthusiastic about overcoming challenges and delighting clients by meeting or exceeding their expectations
• Experience working with cross-functional, remote teams and ability to influence without formal authority
• Experience documenting business requirements and/or functional specifications and able to provide samples
• Experience mentoring / coaching junior resources; team leadership experience preferred
• Must be self-directed and work with minimal supervision
• Must be able to set and work within deadlines while managing time and task prioritization effectively
• Must have exceptional communication skills (verbal & written)
• Must have excellent analytical and quantitative skills – ability to use hard data and metrics to back up assumptions, recommendations, and drive actions

Hiring In:

• United States:  AZ, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA, CA
• Canada: Province of Ontario
• #LI-REMOTE