Customer Onboarding Operations Manager

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 customersDrive 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 managementSupport the creation of larger bid packages and supporting documentation, in collaboration with Sales, in pursuing larger customers and dealsContribute to contract management process, coordinating contract workflows and helping standardize terms and documentation as the function scalesBuild and maintain an onboarding scorecard that tracks progress, surfaces risk early, and holds cross-functional partners accountable to timelinesDefine and report on core onboarding and customer experience metrics to inform commercial decision-makingServe 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 environmentsStrong analytical and reporting skills - comfortable building and maintaining scorecards/dashboards and translating data into a narrative for leadershipTrack 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 computerStandard office equipment