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U.S. Bank Onboarding / Implementation Manager - talech - (SAAS) - Tempe, AZ OR Remote in Helena, Montana

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Job Description

The talech Onboarding Manager is a leader within the Professional Services Team who works very closely with Sales, Support, Customer Success Management, and Professional Services leadership and is responsible for leading a team of specialists as they guide our customers through a world-class onboarding journey and a seamless transition to ongoing support. You will hire and train new personnel, optimize the playbooks and provide ongoing coaching and support as the team meets and exceeds objectives across quality, productivity, and resource utilization.

Basic Qualifications

  • Bachelor's degree, or equivalent work experience

  • Five to eight years of operations-related experience

Preferred Skills/Experience

  • Record of building high performing teams with strong engagement, morale, and retention.

  • Ability to manage multiple initiatives/projects with a relentless focus on driving the optimal outcomes for talech and our customers.

  • Strong analytical skills with experience utilizing data and dashboards to drive accountability and manage a performance based team.

  • Excellent people manager and motivator.

  • Solution and results oriented with ability to problem solve.

  • Excellent time management skills with a strong sense of urgency.

  • Passion for customer success with excellent written and verbal communication skills.

  • Able to work strategically and tactically: self-driven, highly motivated.

  • Experience working with Retail and/or Restaurants is a plus

  • Experience working with SalesForce is a plus

  • Combined Hardware and Software solution experience is a plus

The Company:

talech is an innovator in the POS space for small and medium businesses (SMB). The Palo Alto-based software company helps SMB, predominantly in the Retail, Restaurants and Services verticals simplify operations and make better decisions through an integrated point-of-sale system. In late 2019 it was acquired by US Bank and is now a division of the company. Within US Bank, talech is tasked with leading the charge on the digital transformation required to enable the development and execution of a comprehensive digital experience for SMBs where the interface to the customers is the talech POS and from it a comprehensive set of additional solutions (software and banking alike!) are enabled to the customers. Ultimately, we aim to empower business owners with the tools and insights needed to grow their business and achieve their goals.

The Customer Success Function:

The primary objective of the Customer Success function is to ensure our customers maximize the value they service from the solutions they acquired from us, while making them raving-fans of the company. Based on that initial delight and success the CS team follows to expand the solution-set the customers utilize from the company to provide more value to them as well as more revenue to the company.

Under the responsibility of the Customer Success function are all post-sales activities including: Initial deployment, customer onboarding, ongoing technical and application support, customer and partner training, upgrades and updates of hardware and software solutions, customer management, user adoption, contract renewals, program expansion, customer value capture and more.

Within the CS function, the Professional Service team is the one responsible for deploying our solutions to customers. It executes both initial deployment projects and add-on ones and strives for On-Time, On-Budget, On-Quality deployments that will be used, liked and add value to customers.

Measures of Success in this Role:

You will be measured by your Teams ability to get customers live:

  • On-Time: ensure projects completed in the shortest duration from signature to go-live

  • On-Budget: ensure projects completed with the minimal effort - for both us and more importantly, the customer

  • On-Quality: ensure projects are delivered with the best customer experience, minimal re-work, and best results in terms of usage, adoption and ultimately value generated from the solution.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://www.usbank.com/careers/disability-accommodation-for-applicants.html) .

Benefits:

Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.

Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers (https://www.usbank.com/careers/index.html) .

EEO is the Law

Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) poster.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program (https://www.usbank.com/careers/verification-of-eligibility-for-employment.html) .

Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location. Pay Range: $68,765.00 - $80,900.00 - $88,990.00

Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

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