Onboarding Success Manager

  • Chicago, IL
  • Full Time
  • Brand Management
  • Experienced

About Leap:

Leap is building the world's largest network of branded retail stores – powered by data, systems and scale.  The Leap Platform enables brands to deploy stores that work in concert with ecommerce more rapidly and at significantly reduced cost and risk.  Brand stores powered by Leap bring modern brands to life with compelling, immersive customer experience and data driven operations.  At Leap, our diverse, growing team is excited by the opportunity to power the next generation of leading consumer brands with a vibrant presence in local communities throughout the country.  We're one of the fastest growing companies in the retail/ecommerce space - since launch we've powered stores for dozens of brands, and we're adding more brands and stores each week.

Our brand customers are modern brands who lead or aspire to lead their categories today and tomorrow, and *outstanding* people are literally at the core of our product.  Our organization is composed of a diverse range of talented individuals and teams.  With functions like Real Estate, Store Design & Development, Retail Operations, Marketing, Engineering, Product Management and Data Science, we're a truly unique company and our shared ambitions and core values tightly align and drive us to succeed. 

Our staff is what makes our organization so special and honoring our culture and values as we hire, onboard, engage, develop and support our teams is paramount.

Come take this leap with us. Your ideas, thinking, and voice are wanted

Mission for the position 

The Brand Onboarding Success Manager is a key part of the Customer Success Team, and is a critical component to the success of Leap’s Platform Implementation. A successful candidate will have experience onboarding customers on to an as-a-service technology platform and demonstrate excellent customer service, project management, executive communication, and critical thinking skills. 

The Brand Onboarding Success Manager will serve as the primary conduit for our brand customer interactions for the 6-8 week onboarding process. They will guide brands from contract signature through store opening; driving process/project management for such workflows as store design, systems integration, merchandising and marketing. This role will partner cross-functionally to keep customers informed of progress, deadlines, and budgets. The Onboarding Success Manager will ensure brands are set-up and utilizing Leap’s technology platform, driving adoption of dashboards, apps, and other key interfaces. Some other key responsibilities will include scheduling and leading recurring calls, setting up and educating customers on Leap systems and processes, communicating and setting appropriate expectations and deadlines, collecting and sharing customer feedback, and ensuring compliance for internal and customer deliverables. The Onboarding Success Manager will be constantly looking for ways to enhance the processes we use to onboard brand customers, resulting in shorter go-live time and greater customer satisfaction. 

Key Responsibilities

  • Provide as much value to customers as possible during onboarding through internal and external critical date management, strategic planning, timely feedback, and proactive communication
  • Primary point of contact for onboarding brands from contact signature to CSM handoff, often including executive level interaction  
  • Fully leverage Leap tools and processes to drive platform adoption and brand adherence to to policy  
  • Work closely with the Growth Team, Retail Operations, System Integrations, Store Development, and  Customer Success teams to drive onboarding progress, answer questions, provide feedback, and help mitigate potential risks 
  • Apply critical thinking skills to identify potential system or process improvements and recommend solutions  
  • Maintain accurate information to assist in reporting and process management
  • Respond to customer inquiries with appropriate level of escalation and urgency 
  • Become a Leap Subject Matter Expert for applicable processes and tools 
  • Extract and share brand feedback across the onboarding process and collaborate with applicable teams to improve customer satisfaction 
  • Other duties as assigned

Key competencies & attributes for success:Qualifications

  • The Onboarding Specialist is expected to be professional, self-motivated, proactive, detail-oriented, metrics driven, results-oriented, and able to provide a high level of satisfaction to both internal and external customers 
  • Bachelor’s Degree or equivalent experience
  • Retail, Project Management, and/or Real Estate experience preferred
  • Demonstrated success onboarding customers to an as-a-service technology platform 
  • Experience with CRM tools like Salesforce and project management software such as Asana is preferred
  • Demonstrated commitment and passion for customer outcomes 
  • Strong written and oral communication skills, with proven ability to initiate and manage relationships and instill trust with executive level contacts via phone, e-meetings, and emails
  • Ability to adapt to rapidly changing environment and effectively prioritize and escalate customer issues 
  • Strong computer skills required, including demonstrated experience with the Microsoft Office Suite and/or G Suite

Outcomes & measures of success:

  • Successfully launch brand customers onboarding to the Leap platform (onboarding time frame, budget, adoption of platform tools/systems, etc.)
  • Deliver high levels of customer satisfaction through onboarding process (NPS and other CSAT metrics)
  • Reduce the sign to live duration to get stores operational and earning sales in a shorter period of time

EEO Statement:"However you identify, whatever your path to get here; Leap celebrates diversity and is committed to maintaining a safe, rewarding and inclusive environment where Leapers thrive individually and as a team. To achieve our mission, building the world's largest network of branded retail stores – powered by data, systems and scale; we need to work hard to foster a diverse community to support the brands and customers we serve. These aren't just words; this is who we are. We know that our differences are what make our organization special and are paramount to our culture. Your age, skin color, beliefs, sexual orientation, nationality, disability, parental status, vet status, gender identity are valued."

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