🚀 Mission

You are part of the Customer Success team from our office in Paris or Nantes

As Team Lead for SMB Onboarding, you oversee the successful implementation of Dashdoc TMS for our small and medium business customers, ensuring that 95% of onboardings are completed in under 30 days.

By optimizing and continuously improving onboarding processes based on product usage metrics and key performance indicators (KPIs), you create the right framework to move toward self-onboarding by customers. You play a key role in enhancing the customer experience, driving operational efficiency, and supporting Dashdoc’s growth in the SMB segment. You ensure that every new client is set up for long-term success.

🎯 Goals

• Lead and empower your team: Manage, coach, and support members of your team (8 onboarding specialists today) to help them grow at Dashdoc, in their mission, and reach their goals. Train the team to deliver high-quality onboarding experiences.

• Be the customer and your team’s advocate: Make sure your team is in the right conditions to succeed and happy in their job. (Number of people, product capacity for improvements, automations…)

• Ensure smooth implementations: Oversee the end-to-end onboarding process for SMB clients with continuous improvement of our methodologies and practices to move towards self-onboarding from customers

• Product-led onboarding: Make sure that SMB onboarding follow up is based on real Product usage metrics from customers along their onboarding journey and that we continuously improve our processes to help customers move from a step to another until they achieve their expected goal with Dashdoc.

• Guarantee customer satisfaction: Ensure that every client enjoys a smooth transition to Dashdoc, delivering an excellent user experience and building strong, long-lasting relationships.

• Collaborate across teams: Work closely with Sales, Product, and Technical teams to ensure seamless handovers, efficient integrations, and alignment on client needs.

• Balance between Automation and Human in the loop: Integrate automations in our processes to help Dashdoc increase new onboarded customers per person while increasing customer satisfaction in their process.

• Contribute to building the best user journey at onboarding for customers on the Dashdoc product to improve our internal processes.

🌟 Benefits of the mission

• Important impact on the whole industry, and family businesses of our customers. Help these companies in digitization, automation and decarbonation

• Important impact on Dashdoc’s success and growth as an organization with a capability to scale

• Various topics and stakeholders. You will discover multiple sectors and manage an interesting challenge in a fast-pace environment

• Growth and autonomy. You join a strong team inside a fast-growing company

• Aligned with company values : Care, Ambition, Passion, Speed

• Experience in project/operations/product management : you have at least 5 years of experience with project management, as consultant, project manager, operations excellence, or product manager. You are autonomous on project methodology and proactive on mapping processes and automating it

• Product and tech-oriented : you love improving product and processes and are interested in complex saas product. you’re always looking for optimization and continuous improvement

• Customer orientation and communication skills : sense of service and ability to understand the clients’ needs to propose efficient solutions. Interpersonal skills, ability to convince and influence stakeholders, prepare and present written presentations

• Organisation and analytics : excellent ability to analyse data and define KPIs, prioritizing between several projects, follow closely an action plan, proactivity

• Management : you like leading a team, help people grow in their job and in the organization, hire A players

• Language : you are fluent in French and English (written and spoken). Another language is a bonus

• Driving licence and flexibility to go on-site : availability for travels on clients’ and prospects’ sites. Driving licence is mandatory

• Transport or industry knowledge : you have a good knowledge of this business thanks to a first experience in a transport, logistics or industrial company

• Quick intro call (20 min) to get to know you and your career goals.

• Deep dive (1 hr): Chat about your experience and expertise

• Study case (1.5 hrs): Show your problem-solving skills.

• Reference calling : Discussion with managers from your previous experiences.

• Final chat with our CEO: Let’s make sure with Benoit (our CEO) it’s the perfect fit!

The whole process should not take longer than 2-3 weeks.

At least one of these steps will take place at the office !