Director, Customer Onboarding / Sales Operations

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.

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