Customer Onboarding Manager

About ROLLER

ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers through a full suite of venue management features, including ticketing, point-of-sale, CRM, self-serve kiosks, memberships, digital waivers, and more. We are a fast-growing global company with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks - just to name a few!

At the heart of ROLLER is our team - which consists of 300+ highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us, and we are well on our way toward becoming a global success story. But most of all, we love what we do, and we are looking for like-minded people to join us on this amazing journey!

About the Role

We are seeking a passionate German-speaking Customer Onboarding Manager to join our Customer Operations team.

You will manage the end-to-end onboarding of new customer accounts onto ROLLER, while partnering with our customers to become a trusted advisor. We're looking for someone who can continue the momentum created by Sales and keep driving value throughout the onboarding phase of the customer journey.

The Customer Onboarding Manager will become an expert in our platform and use this knowledge to provide best-practice advice when training customers. You will take a proactive approach to managing key stakeholders, ensuring the successful delivery of goals and objectives.

What You'll Do

• You will be responsible for the successful onboarding of new customers
• Utilize strong project management skills to ensure onboarding projects are completed on time and to a high standard
• You will become an expert in our product and apply a hands-on approach to platform configuration and onboarding
• Gather requirements and configure customer accounts as per their needs
• Consult with customers to provide information about how to best use our platform for their business
• Develop strong customer relationships that promote customer retention and loyalty
• Work cross-functionally to ensure our customers have an incredible experience!
• Work with our payments team in implementing payment solutions both online & in-venue for new & existing customers

About You

• Fluent in German (required) - this role supports our growing customer base across Germany
• Customer-facing onboarding experience - training and implementation background preferred; deep technical depth is not required
• Multi-industry SaaS experience is valued; relevant backgrounds include Customer Success, Implementation, or Onboarding
• No formal minimum on years of experience - a couple of years in an onboarding-type role is a good fit
• Experience in the leisure & attractions industry is a bonus!
• Strong project manager, excellent communicator, and highly organized
• Tech-savvy and pick up new systems quickly, with exceptional problem-solving abilities and a proactive, solution-oriented mindset
• A bar raiser with a great work ethic and passion for being challenged
• Strong time management and resource management skills, with high attention to detail
• Someone who keeps it real and is always genuine
• Self-motivated and comfortable working autonomously; able to manage multiple projects and prioritize effectively
• Comfortable with a rapidly changing environment and adapting to evolving processes
• Process-driven mindset with a focus on efficiency and scalability

Perks!

• Attractive compensation package and benefits.
• You get to work on a category-leading product that customers love in a fun, high-growth industry! Check our Capterra and G2 reviews.
• 20 days of paid time off (PTO), 10 sick days, and 13 paid holidays.
• 16 weeks paid Parental leave for primary carers and 4 weeks paid Parental leave for secondary carers.
• Team member Assistance Program to proactively support our team's health and well-being, access to coaching, education modules, weekly webinars, and more.
• Highly flexible work environment with an All Access pass to WeWork, depending on your location.