Customer Onboarding Operations Manager
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AI Summary
Are you driven by innovation and helping customers solve complex business challenges with technology solutions? If so, consider joining the MultiTech team! MultiTech is a global company with a 50+ year legacy of designing and manufacturing connectivity solutions for a broad range of industries. We are gearing up for the next phase of our journey and are seeking top talent to bolster our team. Our people are our greatest asset and we’re focused on making MultiTech the employer of choice in the industry.
SUMMARY: As part of MultiTech’s new Revenue Operations function, the Customer Onboarding Operations Manager will play a key role in the company’s transition into a solution-sales organization. This role owns the customer journey from signed contract through steady-state adoption, to include designing and running the process that gets new customers to revenue faster, building the operational infrastructure (scorecards, metrics, reporting) that gives the commercial org visibility into account health, and acting as the connective tissue between Sales, Customer Success, and the customer. This is a highly cross-functional, process-and-data-driven role and requires someone who thinks like an operator: can design a workflow, instrument it, find the bottleneck, and fix it — while also being comfortable in front of customers running business reviews.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Customer Onboarding & Lifecycle Management
- Own the end-to-end customer onboarding process in support of the Sales team — continuously improve the experience to drive measurable reductions in time-to-revenue for new customers
- Drive the day-to-day quoting process in collaboration with the Sales team; drive improvement in and systematization of quote generation over time, including governance and exception management
- Support the creation of larger bid packages and supporting documentation, in collaboration with Sales, in pursuing larger customers and deals
- Contribute to contract management process, coordinating contract workflows and helping standardize terms and documentation as the function scales
- Build and maintain an onboarding scorecard that tracks progress, surfaces risk early, and holds cross-functional partners accountable to timelines
- Define and report on core onboarding and customer experience metrics to inform commercial decision-making
- Serve as the cross-functional link between customers, sales, and operations — translating recurring customer needs into repeatable, scalable process improvements
Pricing Operations
- Lead pricing management and governance for both direct and channel customers, collaborating closely with Sales and Sales Ops to promulgate changes (as applicable)
- Contribute to customer profitability analysis as part of key customer QBR cycles
QUALIFICATION REQUIREMENTS:
EDUCATION AND/OR EXPERIENCE:
- 5-8+ years in revenue operations, customer onboarding, customer success operations, or a related commercial/operations function — B2B, ideally hardware, IoT, or technical/complex-sale environments
- Strong analytical and reporting skills — comfortable building and maintaining scorecards/dashboards and translating data into a narrative for leadership
- Track record of designing or overhauling a process end-to-end and proving impact with metrics (e.g., reduced time-to-revenue, improved onboarding completion rates)
- Experience coordinating contract or deal-desk workflows a plus
- Systems fluency (CRM, CS platform, contract management tools); process documentation/mapping experience preferred
PHYSICAL DEMANDS:
- Lifting requirements up to 25 pounds.
- Requires sitting for periods of time and occasional standing.
- Use hands to finger, handle or feel.
- Requires travel using all modes of transportation.
- Requires a valid passport.
WORK ENVIRONMENT:
- Working conditions are normal for an office environment. Minimal noise.
- Our Minnesota facility includes a manufacturing environment. Moderate noise level. Machinery operation requires the use of safety equipment to include but not limited to; safety glasses, hearing protection, wrist and shoe straps, and ESD smock. Loose fitting clothing and jewelry are not permitted. No food is allowed in the manufacturing area. No cell phone use allowed in manufacturing area unless approved by management.
EQUIPMENT AND TOOLS USED:
Laptop computer
Standard office equipment
Equal Employment Opportunity
It is the policy and practice of MultiTech to provide all employees with a working environment free from all forms of discrimination and harassment. It is the policy of MultiTech to recruit, hire, promote, and take other personnel actions without regard to any protected class, including but not limited to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information or protected veteran status, and to provide equal employment opportunities for all employees and employment candidates.
*If you are interested in applying for employment with MultiTech and need special assistance or an accommodation as part of the employment process, please contact Human Resources at applicants@multitech.com
Benefits Summary
As a MultiTech employee, you’ll enjoy a comprehensive benefits package that includes competitive health, dental and vision insurance plans, company-paid Employee Life, AD&D, and Short-term Disability, as well as a 401(k) with employer matching. To support work life balance, you’ll be eligible for 10 paid holidays and paid time off (PTO). Additionally, we’ll provide you with access to Voluntary Life for you and your eligible dependents, Long-term Disability, flex spending, and health savings accounts.
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