Senior Implementation and Onboarding Specialist
Auckland, New Zealand
Posted on Saturday, December 23, 2023
The future of food production hinges on an important question: How do we feed the world’s growing population without compromising our natural resources? Farmers feed our population and hold the keys to vital climate solutions. At Halter, we’re on a mission to enable farmers to run the most productive and sustainable farms. Farmers are using Halter to break free from the time-intensive constraints of conventional farming. They’re growing more grass, increasing production and improving the health and wellbeing of their cattle.
We bridge deep tech into farming. Halter enables farmers to remotely shift, virtually fence and proactively monitor their cows’ health and behaviour. Can you imagine watching 500 dairy cows turn in unison and walk calmly towards the milking shed? Or beef cattle, behind virtual fences, happily grazing with their calves? No quad bikes, no dogs, no fences. Just a mob of cows walking at their own pace. People say it looks like magic. Our customers are revolutionizing farming with Halter. It's changing lives and transforming an industry.
People join Halter because they want to do meaningful work. By joining us you’ll be solving challenging problems within a talented team and a culture built for high performance. Our team out-think, out-work and out-care. We’re committed to delivering real change in the world - this isn’t easy, and in truth, we love that it’s hard. We’re backed to deliver on a mission that matters by Tier 1 investors including Bessemer Venture Partners, DCVC, Blackbird, Promus Ventures, Rocket Lab’s Peter Beck and Icehouse ventures.
About the role
Halter is growing and scaling internationally. For us to scale globally, we are moving to a more remote customer onboarding process. As a Senior Implementation and Onboarding Specialist at Halter, you will play a pivotal role in architecting and shaping our transformative onboarding strategy. You are fundamental to our mission of delivering remote onboarding at scale. With your strategic and commercial acumen at the forefront, you will spearhead the orchestration of sophisticated onboarding processes tailored for our diverse customers, ensuring a seamless transition from Sales to Customer Success. Your advanced expertise will be critical in collaboratively designing and implementing systems that facilitate scaling to thousands of customers across various time frames, significantly driving the growth and success of Halter.
What your day could look like
- Own and lead the entire lifecycle of customer onboarding, starting from sales handover and guiding the process through to customer success handover. Ensure Halter farmers realise maximum value, demonstrating a strategic and customer-centric approach.
- Drive the adoption of Halter's products by crafting and implementing effective strategies that resonate with our farmers, ensuring they fully leverage our product to meet their specific needs.
- Collaboratively design and execute comprehensive onboarding processes, tailoring strategies to the unique requirements of Halter's diverse customers. Ensure a seamless transition from the sales phase to customer success, optimising the customer experience.
- Own and cultivate relationships with our farmers throughout the onboarding journey, acting as the main point of contact. Provide exceptional support and guidance, ensuring customer satisfaction and success.
- Collaborate seamlessly with cross-functional teams, including Sales, Customer Success, Marketing, and Product, to align onboarding processes with overarching business objectives. Foster a cohesive approach to customer onboarding.
- Proactively identify areas for improvement in onboarding processes and customer interactions. Implement initiatives to enhance efficiency, effectiveness, and overall customer satisfaction.
- Facilitate a smooth handover to the Customer Success team by ensuring all relevant customer information, insights, and onboarding details are seamlessly transferred. Provide insights to enhance the ongoing customer success journey.
- Establish key metrics for onboarding success and continuously track and analyse performance. Use data-driven insights to refine strategies, ensuring continuous improvement in onboarding effectiveness.
- Maintain transparent and open communication with stakeholders, providing regular updates on the progress of onboarding initiatives, adoption rates, and any challenges encountered.
- Foster customer advocacy by ensuring a positive and impactful onboarding experience. Encourage customers to become advocates for Halter's solutions through successful onboarding outcomes.
Who we’re looking for
- Around 3 years of proven experience in leading end-to-end customer onboarding lifecycles in a SaaS environment, showcasing a strategic and customer-centric approach.
- Demonstrated success in driving product adoption through the crafting and implementation of effective strategies that resonate with diverse customer bases.
- Experience in collaboratively designing and executing comprehensive onboarding processes tailored to the unique requirements of a diverse customer landscape.
- Proven ability to cultivate and own customer relationships throughout the onboarding journey, acting as the main point of contact and providing exceptional support and guidance.
- Experience supporting onboarding for multiple products in a remote environment.
- Strong collaboration skills with a background in working seamlessly with cross-functional teams, including Sales, Customer Success, Marketing, and Product, to align onboarding processes with overarching business objectives.
- Proactive identification of areas for improvement in onboarding processes and customer interactions, with a history of implementing initiatives to enhance efficiency, effectiveness, and overall customer satisfaction.
- Experience in orchestrating effective handovers to other teams, ensuring a seamless transfer of critical customer information, valuable insights, and comprehensive onboarding details.
- Proven ability to establish key metrics for onboarding success, track and analyse performance, and use data-driven insights to refine strategies for continuous improvement.
- Exceptional communication skills, maintaining transparent and open communication with stakeholders by providing regular updates on onboarding progress, adoption rates, and any challenges encountered.
- Demonstrated ability to foster customer advocacy by ensuring a positive and impactful onboarding experience, encouraging customers to become advocates for the organisation's solutions through successful onboarding outcomes.
Why our team loves working at Halter
- A genuine and shared connection to our mission to make a difference in the world.
- The excitement, risk, and reward of a high-growth technology scale-up.
- The pride of joining an iconic New Zealand technology company growing successfully on the global stage.
- The opportunity to work with and grow together with an enthusiastic, and highly gifted team with diverse backgrounds.
- The opportunity to supercharge your career in a supportive and caring environment.
- Our ideas are truly valued, we are able to move fast, and our impact is real.
- Dog-friendly office right in the heart of Auckland city. Did we mention dogs and cows?
- Delicious snacks and drinks are available for your daily flow.
- Healthy body, healthy mind. We’re partnered with Southern Cross Health Insurance to support your well-being.
- We offer 6 months of fully paid parental leave for primary caregivers, 4 weeks of fully paid secondary caregiver leave and many other parental benefits that support you and your family.
- Our personal growth is important. Halter offers an annual $1000 self-development budget to be used for anything that fuels personal growth.
- Our time to recharge is valued, we’re offered wellness leave and unlimited paid annual leave.
- We offer an inclusive and attractive remuneration package made up of salary, benefits and an employee stock ownership plan.
Halter is committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives. Research shows that while men apply to jobs when they meet an average of 60% of the requirements, women and under-represented groups of candidates tend to only apply when they meet every requirement. If you think you have what it takes but don’t necessarily tick every requirement on this job description, please still get in touch and apply to Halter. We’d love to chat to see if you’ll be an epic fit!
Our Office First Approach
We do have flexible working hours and you can work from home when you need to but we encourage our team to be in the office as much as you can.
We have an office-first approach because we would like to keep the opportunity for teams to have spontaneous interactions which in turn has allowed our team at Halter to foster strong relationships. Stronger relationships make it easier to disagree, give feedback, do meaningful work and as a result, be higher performing as a team.
This is applicable mainly for our office-based roles rather than on-the-road roles in the Customer Success or Business Development teams.
Join our team
If this opportunity sounds like you, please apply below by sending through your cover letter explaining why you’re excited about this role and working at Halter, along with your CV, and we’ll be in touch!