Customer Implementation & Onboarding Manager

About Divert, Inc.

Divert, Inc. is an impact technology company on a mission to Protect the Value of Food™. Founded in 2007, the company creates advanced technologies and sustainable infrastructure to eliminate wasted food, driving social and environmental impact. Divert provides an end-to-end solution that leverages data to prevent waste, facilitates edible food recovery to serve communities in need, and converts wasted food into renewable energy. The company works with over 6,600 customer locations across the U.S. to reduce wasted food and positively impact people and the environment. Its customer base spans across industries and includes five Fortune 100 companies. For more information on Divert, Inc., please visit www.divertinc.com.

Customer Implementation & Onboarding Manager

Divert has built a culture of innovation, empathy, and problem solving for our customers. Our solutions are designed to fit within our customers’ unique operations. This requires us to be experts in how our customers operate and goal-oriented to help them remove roadblocks to solution adoption.

Onboarding is the point in a customer journey that has the most impact on adoption, retention, loyalty and long term value. As the Implementation & Onboarding Manager, you play a critical role in setting our customers up for success. You will work with Customer Success, Solutions, Operations, Logistics and Supply Chain teams to oversee successful customer launches and solution implementations that achieve customer’s and Divert’s shared goals and objectives

What you’ll do:

• Travel 50% of the time to meet customers in order to
  • understand each customers’ unique context and goals
  • design & implement a detailed onboarding roadmap using that context
  • communicate Divert’s mission & vision effectively to customers, and
• Manage internal, cross functional aspects of each new customer launch
• Own the onboarding process for new customers, including creating materials to guide customers through the process
• Support new customer implementations through the first 12 weeks
• Partner with CSMs to troubleshoot adoption issues at current customers
• Find solutions for optimizing the customer onboarding process and collaborate with teams to implement them
• Provide excellent, proactive, customer service
• Stay current on Divert’s products & services

What we’re looking for:

• 3 years experience in Sales/Customer Success/Account Management/Onboarding/Customer Education or other related business function
• Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues
• Skilled at relationship building, with a passion for connecting with customers and driving value
• Ability to de-escalate customer support requests and maintain a positive, goal-driven customer relationship
• Strong project management skills, including the ability to multi-task and manage multiple complex projects in cross-functional environments

What's In It For You?

• Compensation Range: $85,000 - $100,000 annually
• Health, Vision and Dental Benefits (effective the first of the month following your date of hire)
• Life Insurance
• 401K with Safe Harbor company match
• Paid Time Off
• Opportunities for Advancement with a Rapidly Growing, Mission-Driven Organization

Divert Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Salary : $85,000 - $100,000