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Director of Customer Implementation (Vendor Success & Customer Onboarding)

Remote

 

Our Company

86 Repairs is transforming a huge, overlooked problem in restaurants: getting things fixed. While other parts of the industry have evolved thanks to technology (think: online ordering, point-of-sale), repairs and maintenance (R&M) has kept the status quo…

Until we came along.

86 launched an R&M management platform built for the restaurant industry in 2018. Our tech-enabled solution includes on-demand repair management and preventative maintenance. With 86 Repairs, restaurants can access data-driven insights and 24/7 support to control their facilities, reduce their R&M costs, and spend less of their team's time on equipment repairs.

 

Our Community

 

86ers are thoughtful, ambitious, and creative folks working together across 20+ states and several time zones. We have industry veterans and non-industry folks alike. We believe the strength of our team can’t be contained by the four walls of an office, so we’re fully remote. We gather regularly for team events that include delicious meals at our customers’ restaurants.

We're looking for sharp people who want to contribute new perspectives to our community and help us grow. We value folks who are comfortable with rapid change and are excited to build a company together. We don’t have it all figured out, so we need team members who thrive on new challenges.

 

Our Commitment

The only way to build a great company is by hiring talented people with diverse backgrounds and rich life experiences. Those experiences contribute to our culture and help us find creative solutions to the tough problems we're solving. Because of this, 86 is committed to inclusion across race, gender, age, religion, identity, and background in everything we do. 

Historically, women and people of color are hesitant to apply for a role unless they meet every qualification listed in the job description. If you are from an underrepresented background and are uncertain if you're a fit, please apply. We'd rather have one more resume to review than miss the chance to meet an amazing talent.

 

Role Summary

We’re a fast-growing tech startup, and we're looking for a talented person to lead our Implementation team.

On Implementation, we swap strategies to ensure a smooth post-sale journey. Implementation includes both the Onboarding and Vendor Success teams; this role will oversee both areas (about 10 team members total). Onboarding works directly with our customers to launch them on 86’s proprietary tech-enabled service; Vendor Success onboards our preferred vendor networks in the areas where we have customers.  

We’re seeking someone who can bring a wealth of program and project management experience in setting up organizations for scale. Folks with experience in restaurant technology, marketplaces, procurement, and post-sale customer success are encouraged to apply.

A successful candidate will be able to partner with leadership to execute projects related to ongoing management and growth of their team, act as a true cross-functional partner to Customer Operations, Product, and Sales, and has a high capacity for experimentation and creativity to solve problems in new and innovative ways.

We are prioritizing candidates who have a track record of establishing vendor or professional networks within restaurant technology, repair and maintenance, facilities management, construction, etc.

***This role does require some travel up to 30% of the time***

Qualifications

  • 5+ years of experience in a leadership role, relevant experience in operations, implementation, or a related field
  • 2+ years of customer onboarding experience
  • Proven track record of establishing systems and processes. Strong analytical and problem-solving skills; uses data to set roadmap and action plans.
  • Proven success in driving performance and results through others
  • Ability to work independently and as part of a team
  • Experience leading and coaching teams up to the manager level to achieve their goals.
  • Strong communication and interpersonal skills with the ability to work cross-functionally and build relationships with internal and external stakeholders, regardless of level
  • Experience working in marketplaces with vendors or in procurement.
  • Knowledge of restaurants, repair and maintenance, establishing a new category and start-ups a huge plus.
  • Experience scaling a complex customer onboarding process at a SaaS and/or services company is a plus

Key Responsibilities:

  • Lead a team of ‘makers’ up to and including the manager level.
  • Considered the escalation point for the most difficult vendor and customer relationship needs and challenges.
  • Taking on ownership of key projects as identified that play an integral role in customer experience post onboarding.
  • Act as the conduit for information from Senior Leadership Team (SLT) and Leadership to ensure your team is well-informed on the priorities of the company.
  • Regularly leverage your subject matter expertise to drive performance of your team, directly or through the support of team members.
  • Effectively run process improvement projects to institute scalable programs on Onboarding and Vendor Success. Can work ‘on’ and ‘in’ the business.
  • Well-versed in leading performance management efforts to build and retain a team of A-players. 
  • Set strategy and tone for the team and works autonomously to produce results on target with company goals.
  • Forecast into the future and identify risks and opportunities within your own functional area, working with SLT to address any concerns.

We do not require...

  • A college degree or high GPA
  • Tools: we’ll provide you with your computer, monitor, and everything you need
  • Startup or tech experience (an aptitude for fast-paced, tech work is enough)
  • Commutes: we’re fully remote; travel is dependent on your role.

Compensation & Benefits

  • The base salary range for this role is $110,000-$140,000; this role also offers a variable compensation package. Salary determinations are based on experience; extra points if someone has  worked with a partner or customer of ours, in restaurant technology, or in facilities management.
  • Health, dental, vision, disability, and life insurance plans (most covered at 100%)
  • Flex spending account for family and childcare
  • 401(k) plan with 3% matching
  • Unlimited PTO with generous bereavement and sick policies
  • “Check Please” dining benefit: the company pays for you to eat at our customers’ restaurants once a quarter (up to $400 per year!)
  • Mental Health reimbursement fund (up to $100 per year per person)
  • Paid family leave for those starting a family, regardless of gender
  • Equity in the company for every role

Interview Process

We ask every candidate to go through the same interview process to ensure we are equability evaluating folks. That process typically includes:

  • Phone Chat: 30-minutes
  • Video Screen: 45-Minutes
  • Deep Skill Assessment/Video Meeting: 90-minutes
  • Executive Meeting - 30-Minutes




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